Our policies set goals and guidelines for the organisation and our employees.
Our Strategic Intent is our guiding document for the next five years.
It consists of a promise to our customers and stakeholders, strategic directions and objectives for our business, and actions for our staff.
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 100 KB|
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|
We are bound by the following state and federal legislation:
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|
|Trade Waste By-Law 184||PDF 46 KB|
|Water Restrictions By-Law 190||PDF 274 KB|
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: