Residential Customer Charter Summary - Yarra Valley Water

PAYING YOUR ACCOUNTWe request that you pay your account by the date shown onyour account. This will be at least 14 days after the date ofissue. Yarra Valley Water provides several options for payingyour account, which are outlined on the account itself.Payment methods include:• by direct debit• by BPAY• by mail to GPO Box 2753, Melbourne VIC 3001• by credit card online• by credit card on 1300 362 332• in person at Australia Post• by Postbillpay at www.postbillpay.com.au• by Australia Post Digital Mailbox at www.digitalmailbox.com.au• by Centrepay if you receive a Centrelink payment.For the latest payment methods, please refer to youraccount, visit our website at www.yvw.com.auor call 1300 304 688.COMPLAINTSYarra Valley Water is committed to providing excellentcustomer service. If you have a complaint please let usknow by calling our Customer Relations Team on1800 051 379. You can also write to us at Yarra ValleyWater, Private Bag 1, Mitcham, VIC 3132. We will respondpromptly to your complaint and will do our best to makesure the problem is resolved to your satisfaction. Our replywill give the reasons for our decision. If you are not satisfiedwith the reply, you may have the complaint re-assessed.You also have the right to seek external resolution of aproblem that cannot be satisfactorily resolved by othermeans. You may contact the Energy and Water OmbudsmanVictoria by phone on 1800 500 509 or by mail toGPO Box 469D, Melbourne, VIC 3001.A copy of our complaints and disputes policy maybe viewed at www.yvw.com.au/feedback or you mayrequest a copy by calling 1800 051 379.