Policies and governance

Our policies set goals and guidelines for the organisation and our employees.

 


 

Customer charters

Our customer charters set out our service standards and conditions and your rights and obligations as a customer.

The charters are in line with the Customer Service Code from the Essential Services Commission.

Summary Customer Charter PDF 161 KB
Customer Charter: your rights explained (for customers supplied with reticulated drinking water, reticulated non-drinking water and/or reticulated sewerage services) PDF 317 KB
Customer Charter for customers supplied with water by a separate agreement PDF 219 KB
Customer Charter: trade waste PDF 106 KB

 


 

Statement of Obligations

Under the Water Industry Act, the Minister for Water made and issued a Statement of Obligations to Victorian water corporations.

Department of Environment and Primary Industries: Statement of Obligations for Victorian Water Corporations PDF 325 KB

 


 

Legislation

We are bound by the following state and federal legislation:

  • Water Act 1989
  • Water Industry Act 1994
  • Water (Governance) Act 2006
  • Catchment and Land Protection Act 1994
  • Safe Drinking Water Act 2003
  • Environment Protection Act 1970
  • Essential Services Legislation (Dispute Resolution) Act 2000
  • Victorian Information Privacy Act 2000
  • Freedom of Information Act 1982
  • Financial Management Act 1994
  • Building control Act 1993
  • Protected Disclosures Act 2012.

  


 

By-laws

Under the Water Act, we can enact by-laws effective within our service area as required.

Water Supply and Sewerage Plumbing Administrative By-Law 183 PDF 89 KB
Water Restrictions By-Law 190 PDF 274 KB

 


 

Integrated Management System

Our integrated management system is the framework of policies, processes and procedures that define, control and improve our customer satisfaction, environmental management, and the health and safety of our customers and staff.

We comply with the following international and Australian standards:

  • AS/NZS ISO 9001:2008 Quality Management Systems
  • ASNZS ISO 14001:2004 Environmental Management System
  • AS/NZS 4801:2001 Occupational Health and Safety Management System
  • HACCPVER:2003 Food Safety Management System
  • NATA ISO IEC 17025 International Laboratory Standard
  • ISO 31000 Risk Management System.