BUSINESS CUSTOMER CHARTER

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1 BUSINESS CUSTOMER CHARTER

2 Dear Customer I am pleased to introduce our Business Customer Charter. The Business Charter has been developed to clearly state our customer service commitments to you and inform you of your rights as a Yarra Valley Water business customer. We recognise that business customers have different needs to residential customers and have produced this Charter focussing specifically on the Customer Service Code commitments which are relevant to business customers. The initiatives outlined in this Charter illustrate our dedication to serving you better through a commitment to 24 hour service, efficient responses to your enquiries, flexible billing arrangements and provision of high quality water, sewerage and trade waste services. We are committed to providing the services which you require. Pat McCafferty Managing Director 2

3 CONTENTS INTRODUCTION 4 About this Charter and Yarra Valley Water OUR SERVICE COMMITMENTS 5 Your rights and our promises to you CHARGES AND BILLING 7 How we charge you METERS 10 Access and testing RIGHTS AND RESPONSIBILITIES 11 Maintaining your water supply and sewerage service OUR RIGHTS AND YOUR RIGHT OF REVIEW AND APPEAL 12 How we can work with you for best results CONSULTATION AND INFORMATION 13 Sharing advice and information ENQUIRIES, COMPLAINTS AND DISPUTES 14 Solving issues and answering questions APPENDIX 1 15 Definition of common terms APPENDIX 2 17 Additional service commitments APPENDIX 3 18 Using recycled water 3

4 INTRODUCTION WHAT IS THIS CHARTER? This Charter is a summary of your rights and our obligations and is based on the Customer Service Codes issued by the Essential Services Commission. It focuses on those needs which are particularly relevant to business customers, including trade waste customers and business customers on private extensions. Please note there is a Charter for trade waste customers, go to yvw.com.au/tradewaste or call Private pipeline extensions are quite common throughout metropolitan Melbourne. They are particularly prominent in Owners Corporation developments. Generally allotments in these developments are connected via a privately owned pipeline to a common connection point to our services. For nearly all Owners Corporations our service ends at the boundary of the Owners Corporation or parent development. You may enter into a separate agreement with us. However, such an agreement cannot reduce your rights or increase your obligations under the Customer Charter without us returning some corresponding benefit. We want to serve you better. If you have special needs we would like to know. We may only change the Customer Charter after discussing it with our Community Advisory Group and receiving the approval of the Essential Services Commission. Hearing impaired services can also be obtained, please call WHO IS YARRA VALLEY WATER? We are one of the three Melbourne metropolitan water and sewerage corporations set up in January We purchase our water from Melbourne Water, who also operates the major sewage treatment works that serve Melbourne. 4

5 OUR SERVICE COMMITMENTS YOUR RIGHTS TO WATER SUPPLY We will ensure that the water we supply: is in accordance with the Customer Service Code meets the minimum flow rates set out below is clear and free from objectionable odour and taste. Subject to its general obligations under the Competition and Consumer Act 2010, Yarra Valley Water will ensure the supply of drinking water to the outlet of the meter, or to the property boundary if there is no meter, and that the quality of the water complies with the health related parameters of the Safe Drinking Water Act, or any other requirement set by the Department of Health. For business customers supplied by a private extension service, these standards apply up to the connection point of our mains to the private extension, after which the property owner (i.e. private extension owner) is responsible. Subject to water law, where you request connection to a service that is available, we will connect or approve connection to the property within 10 business days, or such later date as agreed, if: you have paid or agreed to pay all applicable connection fees and you have complied with all reasonable terms and conditions of connection. Diameter of the property service pipe (millimetres) Minimum flow rate (litres per minute) Note that: single residential properties (houses) usually have a property service pipe of 20 mm diameter the flow rate is measured at the water meter (or where no meter is installed, at the tap at the property boundary) otherwise, the flow rate is measured at the outlet of the property service pipe. For safety reasons, measurement at the outlet of the water meter should only be done by Yarra Valley Water or a licensed plumber. Yarra Valley Water is not required to provide a customer with the minimum flow rate if: the property service pipe is the customer s responsibility to maintain and is damaged or in poor condition, or there is a planned or unplanned interruption of the customer s water supply, or there is a water shortage due to peak summer demand, or there is a water shortage due to a drought or an emergency, or supply is restricted or disconnected in accordance with the Customer Service Code, or Melbourne Water Corporation has informed Yarra Valley Water that the water supply should be reduced to avoid a water shortage in the future such as during water restrictions and permanent water saving rules. For a breach of restrictions or permanent water saving rules, Yarra Valley Water may restrict the supply of water to a customer s property. Please see yvw.com.au for further details. YOUR RIGHTS TO WATER SUPPLY FOR FIRE SERVICES Fire services are installed to facilitate fire fighting. Fire services may only be used for the purposes of fighting fires or used in the process of the service being tested by an accredited testing agent. We will randomly monitor use of fire services to check for any signs of misuse or theft. YOUR OBLIGATIONS WITH REGARD TO BACKFLOW PREVENTION If your business type or practice presents a significant backflow risk to our water supply system, we may require you to fit a suitable backflow prevention device at the outlet of the meter. 5

6 OUR SERVICE COMMITMENTS YOUR RIGHTS TO SEWERAGE AND TRADE WASTE SERVICE We will supply you with sewerage services in accordance with the Customer Service Code. We will also take reasonable care in operating our sewerage system to avoid odours. As part of your business activities you may generate other industrial or commercial liquid waste (known as trade waste). This may contain substances such as chemicals, fats or detergents, or it may be liquid food waste. You may discharge this trade waste into our sewers only if you have a trade waste agreement with us, or otherwise have our consent. We will accept trade waste only where there is no danger to people, the environment or the sewerage system. You have the right to independent mediation in the event of a dispute. Further details about trade waste and information specific to trade waste customers are provided in the Trade Waste Customer Charter. To obtain a copy go to yvw.com.au/tradewaste or call YOUR RIGHTS WHERE SERVICES ARE BELOW STANDARD If you believe that we are not meeting our standards, you may ask us to conduct tests. If it is found that we are not meeting our standards, we will rectify the problem as soon as possible or within a time agreed by you. If the service is shown to be meeting service standards, you may be liable for the cost of the tests. However if the problem can be attributed to the private extension infrastructure, it is the responsibility of the property owner (i.e. private extension owner) to rectify. The general rule is that we are responsible for maintaining the water service up to and including the property meter, and for the sewer branch up to the property connection point. OUR COMMITMENT TO CONTINUOUS WATER SUPPLY SERVICE We will: give you seven working days written notice of any planned interruptions to our services (including when they will occur and for how long) liaise with you, where possible, to agree to the most convenient timing for that interruption ensure that there are no more than five unplanned interruptions to your water supply and sewerage service in total in any 12 month period. Where there is an interruption to these services we will: restore water supply within four hours of notification ensure that you have access to emergency water supplies ensure that information about the interruption and how to obtain emergency water supplies is available from us on our 24 hour faults and emergencies line on in serious incidents, we will get to the scene within 45 minutes and solve the problem within four hours of interrupting the supply. In all other cases we will inspect the problem within three hours and rectify the problem within 24 hours. SEWER BLOCKAGES If your sewer becomes blocked please contact us for advice on If the blockage is our responsibility, we will correct the fault ourselves. If the blockage is your responsibility, you will have to pay the costs of rectification. OUR COMMITMENT IN RELATION TO SEWAGE SPILLS Where a sewage spill occurs on your property due to a failure in our system, we will: respond swiftly, and endeavour to get to you within an hour of being notified of the problem minimise the damage and inconvenience to you ensure that the spillage is contained as soon as possible - within one hour if the spill is inside your premises and within four hours for other spills on your property clean up the affected area as quickly as possible and in such a manner that the risk to human health is negligible ensure that no cost burden is borne by the customer. YOUR RIGHT TO COMPENSATION We will provide our service with due care and skill and will meet our obligations under the Competition and Consumer Act Any materials provided in connection with this service will be reasonably fit for the purpose for which they are intended. If we fail to perform our functions adequately, causing you financial loss, you may be able to claim compensation. 6

7 CHARGES AND BILLING CHARGES AND RATES We bill you for: service charges for water supply system and sewerage system connections water usage and sewage disposal charges trade waste charges (where applicable) fire service charges (where applicable) charges on behalf of the Minister for Water for Parks Victoria services and Melbourne Water for waterways and drainage from customers who own a property within Melbourne Water s Waterways Management District. We will bill Owners Corporations or central bodies for a business site for usage charges relating to common land and facilities, e.g. a common grounds watering system. Owners of tenanted commercial properties are financially responsible for all charges including usage charges (water usage and sewage disposal) billed to their accounts. All invoices will be mailed to owners directly for payment. Owners of commercial properties can recover these outgoings from tenants. Owners will need to have an agreement with tenants for paying these charges. Yarra Valley Water is not responsible for any agreement commercial property owners enter into with their tenant about recovering these costs. If you have any queries please contact or by at REDUCING YOUR ACCOUNT Using water efficiently can help to reduce the size of your usage charges. We can provide you with advice to help you save. Visit our website or contact us on for further information. PAYMENT ARRANGEMENTS We will make flexible payment plans available to you in accordance with your capacity to pay. A flexible payment plan will: state how the amount of the payments has been calculated state the period over which you will pay the agreed amounts specify an amount to be paid in each period be able to be renegotiated at your request if there is a demonstrable change in your circumstances be confirmed in writing as soon as practical after the flexible payment plan commences. We are not required to offer a flexible payment plan if you have, in the previous 12 months, had two flexible payment plans cancelled due to non-payment unless you can provide reasonable assurance you will comply with the plan. PAYMENT DIFFICULTIES Subject to water law, we will help you if you have payment difficulties by: making provision for alternative payment arrangements in accordance with your capacity to pay offering to extend the due date for some or all of an amount owed. You can obtain a copy of our policy for dealing with customers experiencing financial difficulties by calling NOT FOR PROFIT REBATE A rebate is available to not-for-profit organisations throughout Victoria which serve their community in the fields of: education hospitals or nursing care religious worship charity outdoor sporting or recreation war veterans organisations. A not-for-profit organisation is one that applies its profits in promoting its objectives and prohibits the payment of any dividend or amount to its members. The rebate will apply to Water Supply System and Sewerage System Charges and the Fire Service Charge (if applicable). The annual rebate is referred to the State Revenue Office for approval. Please call or contact the State Revenue Office for further details. 7

8 CHARGES AND BILLING YOUR RIGHTS ON CHARGES Our prices are available on our website at yvw.com.au/businesscharges or on request through phone or . When there are any changes to the service, usage or trade waste charges we will tell you about them with your first bill after the change takes place. We calculate your Sewage Disposal Charge using a standard approach. You have the right to ask us to review the applicability of the formula and to make an adjustment if the standard approach overstates the volume and does not properly reflect how water and waste are managed in your business. You need to provide reasons in support of your request for the estimate to be reviewed. Any request for a review should be made in writing to the Manager, Customer Contact Centre, Yarra Valley Water, Private Bag 1, Mitcham VIC 3132 or You also have the option of metering outside taps and or separate buildings on your site (at your own cost). This will provide an exact assessment of the Sewage Disposal Charge, applicable for your site. Please call for further details. BILLING CYCLES In most cases we will bill you every quarter for: Water Supply System and Sewerage System charges Usage Charges - water usage and sewage disposal charges Trade Waste charges where applicable Fire Service charges where applicable Other Authority Charges - waterways and drainage rates on behalf of Melbourne Water and for Parks Victoria services. If you use high volumes of water then you may be billed monthly for service and usage charges. All business customers are billed annually for the Parks Charge. We will include information on your bill to help you understand the account and your rights and obligations. If you have special billing preferences please let us know. We will do our best to meet your needs. We can issue a bill to a customer or a customer s agent at their physical or electronic address if the customer has made a written request to do so. UNDER OR OVERCHARGING If you are overcharged, we will inform you within 10 days of becoming aware of the error and you will receive a credit or refund. If you are undercharged due to our error, we will only seek to recover sums incurred during the 12 months prior to your last account. You will be able to pay the amount to be recovered in instalments or under a flexible payment plan. If you feel you have been over or undercharged, contact Where we have undercharged because of a customer s illegal use we will estimate the usage for which the customer has not paid. PAYING YOUR ACCOUNT You must pay your account within 14 days of receiving it. Payment methods include; by BPay by direct debit by mail to GPO Box 2753, Melbourne VIC 3001 by credit card online by credit card on in person at Australia Post; by MyPost Digital Mailbox at digitalmailbox.com.au For the latest payment methods, please refer to your account, visit our website at yvw.com.au or call FINAL BILLS AND SPECIAL READINGS You must give us two business days notice before vacating your property so that we may read your meter and issue a final account. If you do not inform us that you are leaving your property, you will be responsible for our charges until the meter is next read. We request that property owners provide us two business days notice prior to settlement of the property. When you move into a property, you should also provide us with your details at least two business days prior to moving in. We will establish an account for you in the names listed on the Title of the property. You may request an additional bill or meter read outside your normal billing cycle. If the meters need to be read then a fee may apply. Alternatively we will estimate the final bill based on previous use at no cost. 8

9 CHARGES AND BILLING RESTRICTION OR DISCONNECTION We will make all reasonable efforts to help you pay your water account. However if you have not paid 28 days after we sent the first account, have been contacted by us or sent a warning notice in reference to non-payment and information regarding our Hardship Policy, we may take legal action or restrict your water supply in order to recover the debt. You are likely to face additional costs if either of these steps are taken. We will not restrict your water supply or commence legal action where: you owe less than $200 you are eligible for and have lodged an application for a government funded concession and the application is outstanding you are a tenant and: the amount unpaid is owed by the landlord, or the tenant has a claim against the landlord in respect of a water bill pending at the Victorian Civil and Administrative Tribunal, or the amount in dispute is subject to an unresolved complaint procedure in accordance with our complaints policy. This clause does not restrict our rights under water law to pursue a debt owed to us by a person who is no longer a customer. Specifically we will not restrict your supply: where we believe that the restriction will cause a health hazard it is a day of total fire ban declared by the Country Fire Authority in the area in which the property is located after 2 pm on Monday to Thursday, on a Friday, a weekend, a public holiday or the day before a public holiday. We may also restrict or disconnect your water supply if, for example, the pipes on the property are not properly constructed or maintained, or you have failed to comply with a notice to remedy a breach of the Water Act However, a tenant s water supply will not be restricted or disconnected if the landlord is responsible for the breach, except to protect water purity, public health or safety, the environment or our system. If your water supply is restricted, the flow rate will be at least two litres per minute at the tap nearest to the meter. We will issue reminder notices if payment is not made by the due date and warning notices at least seven days prior to taking action for non-payment. RESTORING SUPPLY We will promptly reconnect a customer s property which has been disconnected once: the reason for disconnection is no longer persisting, or receipt of a written undertaking as to compliance by the customer in a form acceptable to us, and payment by the customer. 9

10 METERS Your water usage is based on the amount of water measured by a meter. The Sewage Disposal Charge is calculated by a formula that also uses the amount of water measured by a meter. In some cases meters are required to measure water used from fire services and trade waste volumes. ACCESS TO METER The meter(s) should be accessible so our staff may read it regularly. Where we cannot read your meter(s), we may ask you to do so on our behalf. If you refuse, we may estimate the amount of water you use. The estimation will be calculated on your water usage history and any necessary adjustments will be made the next time we read your meter. If you cannot make your meter(s) accessible to us, you may, on payment of a fee, arrange for us to fit a remote reading device. A remote meter reading system may be installed in a multi-unit development so that meters can be read from a single location. The installation of a remote meter reading system must still comply with access requirements as laid out above. TESTING YOUR METER We take all reasonable steps to make sure that your meter reads accurately. If you think that your meter is reading high, you may request us to test it. Tests are carried out by an independent company to a nationally approved standard. We will provide you with the results of the test within five working days of its completion. If the test shows that the meter is reading high and that the error measurement is greater than two per cent we will replace it and refund any amount you were overcharged. If the test indicates that the meter was working accurately, you will be liable for the cost of the test. METERING OF FIRE SERVICES In order to minimise risk of water contamination and the misuse of fire services we may require your fire service to be fitted with a meter and an approved backflow prevention device. METERING OF TRADE WASTE SERVICES In some cases trade waste customers are required to install one or more flow meters to measure and record trade waste discharged to our sewerage system. It is the responsibility of the customer to ensure that this meter is calibrated and incapable of being reset to zero. Further information about trade waste metering can be found in your trade waste agreement or consent and the Trade Waste Customer Charter. 10

11 RIGHTS AND RESPONSIBILITIES RESPONSIBILITIES FOR MAINTENANCE Water supply In most instances we are responsible for maintaining the meter and the property service pipe. The property service pipe is the pipe and fittings, from the water main to the main meter (or, where there is no meter, the first stop valve inside your property). However the property owner is responsible for maintaining the property service pipe when the property service pipe diameter is over 50 mm. The property owner is also responsible for maintaining: private fire services (up to and including the valve at the water main) private extensions property service pipes from private extensions backflow prevention devices. SEWERAGE SERVICE Property owners are responsible for maintaining all sewerage service plumbing and fixtures up to the connection with our sewer branch, which is usually inside the property boundary. In some cases, where sewerage services are connected to our sewerage system via a private extension, the maintenance of the private extension is the responsibility of the property owner. You may find out where the connection is by calling BUILDING WORKS We rely on the cooperation of our customers to maintain the integrity and stability of our water and sewerage systems. Property owners must: seek Yarra Valley Water s consent for any building or construction work which might interfere with a service or system not alter any works connected to the our works without our consent. 11

12 OUR RIGHTS AND YOUR RIGHT OF REVIEW AND APPEAL We can require property owners to remove trees and contribute to the cost of works undertaken by us. We will exercise these rights in accordance with the Water Act 1989 and the Customer Service Code. If you object to a decision made by us in exercising our rights, you may have the decision reviewed by us and, in some cases, by the Energy and Water Ombudsman Victoria or the Victorian Civil and Administrative Tribunal. We will explain your rights when exercising our rights or making decisions. NOTICE OF WORKS Our activities may affect your business even if your water supply or sewerage service is maintained, e.g. when we need to dig up the road. We will give you seven days notice of works which may affect you, except in an emergency. Where we undertake any works, we will leave the street or property in a state similar to which existed prior to the works commencing. Any works undertaken by us will be in accordance with safety standards set by VicRoads or any other relevant safety standard. ENTRY ONTO YOUR PROPERTY We have the right to enter your property for a number of purposes, such as reading a meter or in an emergency. We will give you seven days written notice of our intention to enter your property to carry out any works, except in an emergency, or unless you consent to a shorter period. We do not have to give you notice to enter your property to read a meter or to carry out a trade waste inspection when it is reasonable to believe that the property is in operation. Our employees or contractors will carry identification that they will show you at the time of entering your property. We request that you inform our employees and contractors of anything on your property that may be dangerous to them, for example, a guard dog. If we hold keys to a customer s premises, the keys will be held in safe custody and returned to you upon notification of the customer s vacation of the relevant property or if access is no longer required. 12

13 CONSULTATION AND INFORMATION SURVEYING AND INVOLVING CUSTOMERS We value the contribution which customers make to the running of our business. We have established a Community Advisory Group to enable customer input into our service planning and decision making. We need to know if we are doing a good job, therefore we survey a sample of our customers about our performance at least once each year. This survey group includes a representative sample of business customers. The results of that survey are published. We value your opinion and welcome your feedback by or call WATER QUALITY, CONSERVATION AND THE ENVIRONMENT Excluding private extensions which we do not control, we will: monitor water quality and publish the results annually provide water and sewerage services that meet sustainable standards of environmental care. This will be achieved by continuously improving our environmental performance and by addressing the expectations of our customers, the community and the government publish the results for the company s environmental performance on an annual basis to provide customers with a record of performance achieved over the previous 12 months and the targets for the forthcoming year. REQUESTS FOR INFORMATION We will provide you with information you request such as: copies of this Charter copies of the Customer Service Codes your account history, including water used, charges and payments (your last three years history is available on computer so that questions may be answered over the phone) an Information Statement (for a fee) stating encumbrances or outstanding orders, and outstanding charges in respect to any property in our area a current list of prices and contact numbers. 13

14 ENQUIRIES, COMPLAINTS AND DISPUTES ENQUIRIES If you have an enquiry you may call us on You will receive a prompt, courteous response and the name of the person who is handing your enquiry. If you experience any problems with your water or sewerage service, please call us on We are available to take your call, 24 hours a day, seven days a week. You may also make an enquiry by writing to Yarra Valley Water, Private Bag 1, Mitcham VIC 3132 or sending an to We will reply to correspondence within four working days of receiving your enquiry or one working day of receiving your . DISPUTES OVER MONEY If your complaint involves a dispute over money you owe, we will not seek payment of those sums unless the dispute has been resolved in our favour. However, you must pay any other amount which does not directly relate to your complaint. COMPLAINTS If you have a complaint please let us know by calling You may write to us at Yarra Valley Water, Private Bag 1, Mitcham VIC 3132 or us at We will respond promptly to your complaint and will do our best to make sure the problem is solved to your satisfaction. Our reply will give the reasons for our decision. If you are not satisfied with the reply, our disputes procedure gives you the following rights: You may have the complaint re-assessed by a senior manager You also have the right to seek external resolution of a problem that cannot be resolved to your satisfaction by other means. You may contact the Energy and Water Ombudsman Victoria by phone on or by mail to Reply Paid 469, Melbourne, VIC 8060 or online. The Ombudsman provides an independent complaints and dispute resolution scheme to assist water and energy customers. Depending on the nature of the problem, you may also contact the Victorian Civil and Administrative Tribunal, the Environment Protection Authority or the courts. Our Customer Support Team will advise you further about these options. For information on our complaints and disputes handling process, please visit yvw.com.au/feedback Yarra Valley Water keeps information about its customers confidential and complies with the Information Privacy Act (Vic) For further information on our privacy obligations please call

15 APPENDIX 1 DEFINITIONS Backflow prevention device means an approved device as defined under AS/NZS 3500 as a device which will prevent the reverse flow of water from a potentially polluted source into the drinking water supply system. The Charter is a summary of the Customer s rights and obligations as outlined in the Customer Service Code issued by the Essential Services Commission. It is intended to be a guide for practical purposes, and is not intended to have legal effect or be a substitute for statutory, contractual or other legal requirements. Complaint means a written or verbal expression of dissatisfaction about an action, a proposed action, or a failure to act by Yarra Valley Water, its employees or contractors. Customer broadly means someone who buys our water or discharges waste into one of our sewers. A person is a customer and is covered by the charter if they: own and occupy a serviced property connected to Yarra Valley Water s water and/or sewerage systems own a serviced property connected to Yarra Valley Water s water and/or sewerage systems, but do not occupy it - for example, a landlord or an owner of an unoccupied property occupy a property connected to Yarra Valley Water s water and/or sewerage systems and are liable to pay water usage and/or sewage disposal charges for example, a tenant or caravan park resident have entered into a separate written agreement with Yarra Valley Water for water supply and sewerage services. Enquiry means a written or verbal approach by a customer which can be satisfied by providing written or verbal information, advice, assistance, clarification, explanation, or referral about a matter. Interruption means, in the case of a customer s water supply, a total loss of water supply to the customer; or in the case of a customer s sewerage service, the customer is unable to dispose of sewage through the sewer pipes on their property into Yarra Valley Water s sewerage system. Landlord means any person who leases a property to a customer. Maintenance includes repair and replacement. Meter Assembly means the apparatus consisting of a water meter, stop valve, strainer and any additional valves, but does not include a backflow prevention device that has been installed downstream of the outlet of the meter. Owners Corporation development means a group of allotments that share common property. This may include infrastructure or land. An Owners Corporation development is incorporated by registration of a plan of subdivision. Planned interruption means an interruption which is caused by Yarra Valley Water to allow planned works to be carried out. Property service pipe means the pipe from Yarra Valley Water s main to the meter assembly, or to a stop tap near the property boundary where no meter is fitted. Recycled water is water that has been treated to a fit for purpose standard for a specific application. The following water classes can all be used to replace potable (drinking) water and, if used in an Environment Protection Authority (EPA)-approved fitfor-purpose application, can be classified as recycled water: Class range of uses A Urban (non-drinking): suitable for specified domestic uses, with uncontrolled public access. Agricultural: suitable for human food crops consumed raw. Industrial: open systems with worker exposure potential. B Urban (non-drinking) with controlled public access: e.g., golf course irrigation. Agricultural: e.g., dairy cattle grazing. Industrial: e.g., wash down water. C Urban (non-drinking) with controlled public access. Agricultural: e.g., human food crops that are cooked or processed, grazing/fodder for livestock. Industrial: systems with no potential worker exposure. D Agricultural: non-food crops including instant turf, woodlots, flowers. EPA Victoria Publication: Guidelines for Environmental Management, Use of Reclaimed Water, November

16 APPENDIX 1 Private extension means the pipes and associated fittings from the water and sewer property connection points (usually located at the property boundary) to the customer s premises. A private extension may supply a single residence or multiple residences in the case of an Owners Corporation development or multi-resident development. The property owner is responsible for maintenance of private extensions. Private extensions also covers assets previously defined as Trunk Services and Combined Drains. Sewage means any human excreta or domestic waterborne waste, whether untreated or partially treated. It does not include trade waste or storm water. Sewerage services means the functions described in Part 9 of the Water Act Tenant means a customer who leases or rents a property from another person. Trade waste broadly means any industrial and commercial liquid waste apart from normal domestic sewage. It may contain chemicals, fats or detergents. It is typically waste water as a result of a washing, cleaning or rinsing process. It may also be liquid food waste. A detailed definition is given in regulations made under the Water Act Unplanned interruption means an interruption which is caused by a fault in Yarra Valley Water s system or a fault which is the maintenance responsibility of Yarra Valley Water as set out in the Customer Service Code. Water law means the relevant requirements contained in or made under the Water Act 1989 and the Water Industry Act

17 APPENDIX 2 APPROVED SERVICE STANDARDS We have also made additional service and other commitments to our customers that we will aim to meet over the coming years. These commitments do not attract a price rebate. APPROVED SERVICE COMMITMENTS WATER Unplanned water supply interruptions per (100km) Average time taken to attend bursts and leaks (priority 1) (minutes) Average time taken to attend bursts and leaks (priority 2) (minutes) Average time taken to attend bursts and leaks (priority 3) (minutes) Unplanned water supply interruptions restored within 5 hours (per cent) Planned water supply interruptions restored within 5 hours (per cent) Average unplanned customer minutes off water supply (minutes) Average planned customer minutes off water supply (minutes) Average frequency of unplanned water supply interruptions (per 1,000 customers) Average frequency of planned water supply interruptions (per 1,000 customers) Average duration of unplanned water supply interruptions (minutes) Average duration of planned water supply interruptions (minutes) Customers experiencing more than five unplanned water supply interruptions in the year (number) Unaccounted for water (per cent) 10 SEWER Sewerage blockages (per 100km) 41.2 Average time to attend sewer spills and blockages (minutes) Average time to rectify a sewer blockage (minutes) Spills contained within 5 hours (per cent) 97.7 Customers receiving more than 3 blockages in the year (number) CUSTOMER SERVICE Complaints to EWOV (per 1,000 customers) 0.76 Telephone calls answered within 30 seconds (per cent) MINIMUM FLOW RATES Property service pipe diameter (millimetres) Flow rate (litres per minute)

18 APPENDIX 3 RECYCLED WATER Class A recycled water is produced according to strict guidelines developed by the Victorian Environment Protection Authority and the Department of Health. These high standards are ensured through process control and quality assurance systems including continuous monitoring throughout the treatment facility. While Class A recycled water has been treated to a high standard, it is not intended for human consumption. The following are acceptable uses of recycled water: washing clothes flushing toilets watering gardens (including vegetables) washing cars fighting fires Class A recycled water is not suitable for: drinking cooking and food preparation dishwashing bathing evaporative coolers swimming pools or spas water toys The use of recycled water for an industrial purpose must be assessed individually to ensure that the proposed use is appropriate for Class A recycled water. EPA Victoria also requires a risk management plan. If you would like to discuss the use of recycled water in your business, please contact us on

19 CONTACT US ENQUIRIES FAULTS & EMERGENCIES call us 24 hours a day, 7 days a week HEARING IMPAIRED SERVICE TRANSLATING & INTERPRETING SERVICE Lucknow Street Mitcham Victoria 3132 Private Bag 1 Mitcham Victoria 3132 ABN yvw.com.au

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