Residential Customer Charter Summary - Yarra Valley Water

RESIDENTIAL CUSTOMER REBATESYarra Valley Water is commited to delivering high standardsof service.If we fail to meet this commitment to you by not meeting ourGuaranteed Service Levels, you will be eligible for a rebate (pricereduction) on your next bill.Sometimes though we need to turn off the water to replace a pipeor interrupt sewer service to unblock or replace a sewer pipe.A $50 rebate will be given if:• your water supply is interrupted for more than five hours• we fail to give at least three days’ notice of planned waterinterruptions• the interruption is longer than we said it would be• your water supply is interrupted between 5am and 9am or5pm and 11pm.In the case of an emergency where our water mains burst orsewers become blocked, we need to turn the water or seweroff without warning.We will give you a $50 rebate if:• your water supply is lost for more than four hours• you have a sewerage service interruption and we take longerthan four hours to restore the service. This does not includesewer service interruptions caused by your pipe work• you have experienced more than five unplanned water supplyor sewerage service interruptions in any 12 month period• you have experienced more than three unplanned sewerageinterruptions during any 12 month period• we enter your property without permission• we do not reply to your letter within four working days• we do not provide a minimum water flow rate.A $300 rebate will be given if:• we commence legal action or take steps to restrict watersupply without having taken reasonable steps to communicatewith the customer or if the customer informs us they areexperiencing financial difficulty.A $1000 rebate will be given when:• we fail to contain a sewage spill inside your house withinone hour• we fail to contain a sewage spill on your property withinfour hours.Customers do not have to claim a rebate as they areprovided automatically. Please note, the rebate will be madeto the customer responsible for the water usage account andwill not be given if an event is caused by, or the responsibility,of the customer concerned or a third party.