Customer Charter

Our Customer Charter for 2024 is available for download in PDF format. You can download the full customer charter below.

Download Customer Charter

Supporting documents

How we estimate water usage when your meter fails

Customer Charter approval from the Essential Services Commission, PDF, opens in new window

 If English is not your first language and you need to contact us, please phone 03 9280 1993 and you will be transferred to us with an interpreter on line to assist.

Accessibility

We are striving to make all the information on our website meet level AA of the  World Wide Web Consortium (W3C) Web Content Accessibility Guidelines 2.1, however, there are some documents we are not yet able to achieve this with. If there is information in this document you cannot access, please contact us on 1800 013 357.

Previous customer charters

For copies of previous customer charters, please contact us on 1800 013 357.