Residential Customer Charter Summary - Yarra Valley Water

YOUR ACCOUNTYour quarterly account will generally include two types ofcharges. The first are fixed water supply system and seweragesystem charges, and the second are volumetric chargesrelating to water usage and sewage disposal, based on meterreadings which are taken four times a year. We also collectcharges on behalf of the Minister for Water for Parks Victoriaservices and Melbourne Water for waterways and drainagefrom customers who own a property within Melbourne Water’sWaterways Management District.If we inadvertently overcharge you, we will either give you acredit on your next bill or offer you a refund. If we underchargeyou, we will discuss any necessary adjustments and tailor arepayment plan to suit.If you are having trouble paying your account pleasecontact us on 1800 994 789. We will help you by:• providing information on government assistance that maybe available to you• arranging an alternative payment scheme that takes intoaccount your capacity to pay• providing access to free and independent financial counselling.Anyone holding a recognised concession card such as aPensioner Concession Card, Health Care Card, Health BenefitsCard or Gold Card (for all conditions except Dependent) iseligible for State Government funded concessions on theirwater and sewerage charges.Our Financial Hardship Policy is available atwww.yvw.com.au or on request by calling 1800 994 789.