Policies and governance

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



Customer charter

Our customer charter sets out our service standards and conditions, and your rights and obligations as a customer.

This charter (updated 1 July 2018) combines and replaces all former charters, including:

  • Customer Charter for customers supplied with reticulated drinking water, reticulated non-drinking water and/or reticulated sewerage services,
  • Customer Charter for customers supplied with water by a separate written agreement,
  • Trade waste customer charter, and
  • Summary customer charter
Customer Charter: your rights explained PDF 447 KB



Statements of Obligations

Under the Water Industry Act 1994, we are subject to the following statements of obligations, made by the Minister for Water.

  • Statement of Obligations (General)
  • Statement of Obligations (Emissions Reduction)

For copies, please refer to the Department of Environment, Land Water and Planning website




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 Privacy and Data Protection Act 2014
  • Freedom of Information Act 1982
  • Financial Management Act 1994
  • Building control Act 1993
  • Protected Disclosures Act 2012.




Under the Water Act 1989, we can enact by-laws effective within our service area as required.

Water Restrictions By-Law 190 PDF 274 KB



Gifts, benefits and hospitality

Barwon Water employees (including managers and senior executives), Board members and ‘in-house’ contractors and consultants are bound by this policy. The policy sets out our standards and procedures for responding to gift offers.

The policy is consistent with standards set by the Victorian Public Sector Commission.

Gifts benefits and hospitality policy
Gifts, benefits and hospitality register (updated January 2018) PDF 68 KB 
Privacy collection statement for gifts  PDF 43 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:

  • ISO 9001:2008 Quality Management Systems
  • ISO 14001:2004 Environmental Management System
  • AS/NZS 4801:2001 Occupational Health and Safety Management System
  • Codex HACCP CAC/RCP 1-1969 REV 4, 2003 Food Safety Management System
Drinking Water Quality Policy PDF 49 KB
Health Safety Wellbeing Policy PDF 74 KB
Enterprise Risk Management System Policy PDF 75 KB
Environmental Policy PDF 70 KB



Hardship policy

We care about our customers and we realise that some people may have difficulty in paying their bills. We're committed to helping customers in financial hardship to reduce their debt and meet future payments.

This policy 

Policy for customers in financial hardship



Family Violence Policy

We are committed to providing confidential and respectful assistance to customers experiencing family violence.

This policy is for customers experiencing family violence, with the safety of our customers and employees being paramount. It is now widely recognised that government, corporate and community sectors all have a responsibility to work together to support those experiencing family violence. A collaborative and integrated response is essential in order to effect long-term systemic change.

Customer Family Violence Policy
PDF 107 KB