Residential Customer Charter Summary - Yarra Valley Water
Residential Customer Charter Summary - Yarra Valley Water Residential Customer Charter Summary - Yarra Valley Water
OUR COMMITMENT TO YOUYarra Valley Water provides water and sewerage servicesto over 1.7 million people living and working in Melbourne’snorthern and eastern suburbs. We maintain and operate over19,000 kilometres of water and sewer mains, 53 water supplytanks and nine sewage treatment plants.We are committed to providing you with the highest qualitywater and sewerage services as well as offering responsivecustomer support. We are also dedicated to ensuring ourservices are delivered in a way that has minimal effecton the environment.ABOUT OUR COMMITMENTAs a valued Yarra Valley Water customer, your satisfaction withour services is important to us. This summary Customer Charterprovides information about our service commitments and outlinesyour rights and responsibilities as our customer.A community advisory group which comprises representatives fromour community, contributed to the development of our CustomerCharter. Any changes require the approval of the independent waterindustry regulator, the Essential Services Commission.A copy of our entire Customer Charter is available atwww.yvw.com.au/charters or by contacting us on 1300 304 688.
OUR WATER SUPPLY AND SEWERAGESERVICE COMMITMENTS TO YOUAs a customer you can expect:• a drinking water supply that meets regulatory healthrequirements established by the Department of Health andis clear and free from objectionable tastes and odours.• a water flow rate that meets minimum service standards.For a standard residential dwelling this is 20 litres per minuteto the property boundary.• continuous water supply and sewerage services that are notinterrupted more than a combined total of five times a yeardue to unplanned events.• a sewerage service that is not interrupted more than threetimes a year.• three working days written notice of any plannedinterruptions to our services (including when they will occurand for how long).• planned interruptions to your water supply will not occurduring peak hours (5am to 9am and 5pm to 11pm) and willtake no longer than five hours or as advised.• unplanned water supply interruptions will be restored withinfour hours of notification.• that where a burst water main threatens substantial ormoderate property or environmental damage, we will attendthe site within 45 minutes of being notified.• interruptions to your sewerage service will be restored withinfour hours of notification. If a sewage spill occurs inside yourhome, we will restore service within one hour.
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- Page 5 and 6: OUR MAINTENANCERESPONSIBILITIESWate
- Page 7 and 8: PAYING YOUR ACCOUNTWe request that
OUR COMMITMENT TO YOU<strong>Yarra</strong> <strong>Valley</strong> <strong>Water</strong> provides water and sewerage servicesto over 1.7 million people living and working in Melbourne’snorthern and eastern suburbs. We maintain and operate over19,000 kilometres of water and sewer mains, 53 water supplytanks and nine sewage treatment plants.We are committed to providing you with the highest qualitywater and sewerage services as well as offering responsivecustomer support. We are also dedicated to ensuring ourservices are delivered in a way that has minimal effecton the environment.ABOUT OUR COMMITMENTAs a valued <strong>Yarra</strong> <strong>Valley</strong> <strong>Water</strong> customer, your satisfaction withour services is important to us. This summary <strong>Customer</strong> <strong>Charter</strong>provides information about our service commitments and outlinesyour rights and responsibilities as our customer.A community advisory group which comprises representatives fromour community, contributed to the development of our <strong>Customer</strong><strong>Charter</strong>. Any changes require the approval of the independent waterindustry regulator, the Essential Services Commission.A copy of our entire <strong>Customer</strong> <strong>Charter</strong> is available atwww.yvw.com.au/charters or by contacting us on 1300 304 688.
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