RESIDENTIAL CUSTOMER CHARTER

Transcription

1 RESIDENTIAL CUSTOMER CHARTER

2 Dear Customer I am pleased to introduce our Residential Customer Charter. The Charter has been developed to clearly state our customer service commitments to you and inform you of your rights as a Yarra Valley Water customer. It focuses on the particular needs and concerns of our residential customers. We have strengthened our Service Commitment Scheme, where we pay you a rebate if we fail to deliver on our promises, and by adding commitments that improve our service levels. The initiatives outlined in this Charter illustrate our dedication to serving you better, through a commitment to 24 hour service in all areas, efficient responses to your enquiries, and provision of high quality water and sewerage services. I recommend you take the time to read this Charter now and keep it handy for future reference. Pat McCafferty Managing Director 2

3 CONTENTS INTRODUCTION 4 About this Charter and Yarra Valley Water Shared rights and responsibilities OUR SERVICE COMMITMENTS 5 Your rights and our promises to you CHARGES AND BILLING 8 Rates, payments and special circumstances METERS 11 Access and testing RESPONSIBILITIES FOR MAINTENANCE 12 Water supply and sewerage service OUR RIGHTS AND YOUR RIGHT OF REVIEW AND APPEAL 13 How we can work with you for best results CONSULTATION, INFORMATION AND PRIVACY 14 Sharing advice and information ENQUIRIES, COMPLAINTS AND DISPUTES 15 Solving issues and answering questions APPENDIX 1 16 Definition of common terms APPENDIX 2 18 Price rebates for service commitments and additional service commitments APPENDIX 3 20 Using recycled water 3

4 INTRODUCTION 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. WHAT IS THIS CHARTER? This Charter outlines your rights and obligations based upon the Customer Service Code issued by the Essential Services Commission. We welcome the chance to set out clearly what we promise to do for you. This Charter is focused on the particular needs of residential customers. We also have a Charter for business customers. If you would like copies of the Charter either in Braille or large print, please call us on The Charter is also available in other languages other than English contact us on or by enquiry@yvw.com.au to obtain a copy. Hearing impaired services can also be obtained, please call The Customer Charter sets out your basic rights and obligations when dealing with us. The Charter also sets out Yarra Valley Water s rights and obligations. You may enter into a separate agreement with us. However, such agreements cannot reduce your rights or increase your obligations under the Customer Charter without returning some corresponding benefit to you. The Customer Charter may only be changed after discussion with our Community Advisory Group and receiving approval from the Essential Services Commission. SHARED RIGHTS AND RESPONSIBILITIES Our service levels are guaranteed to the connection points at your property boundary. The connection point for water supply is usually identified by a meter or stop tap at the property boundary that controls the flow of water to your property. The connection point with our sewer branch will also be just inside your property boundary. You may find out where your connection points are by calling 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 connection point. All plumbing and pipe work from the property connection points to your residence is the property owner s responsibility and is referred to as a private extension. In the case of an Owners Corporation or multi-resident development, a private extension will supply many residences. Customers who live in an Owners Corporation or multi-resident development and share a private extension need to be aware that we do not guarantee continuity of supply, water quality, or service interruptions within the private extension. However where individual resident meters are installed, we will read and maintain the meter in order to calculate your usage for billing purposes. If you have any concerns regarding a private extension that supplies more than one property, these need to be addressed by the Owners Corporation or owner of your multi-resident development. 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 and Regulations. For customers on a private extension these standards apply up to the access point to the site. After this access point where private extensions are in existence, the property owner is responsible. 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. For customers who request connection to a service which is available, we will approve the connection to your property within 10 working days or a later date as agreed if you have paid or agreed to pay all applicable connection fees and have complied with all the terms and conditions of connection. 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 supply is restricted or disconnected in accordance with the Customer Service Code, or there is a water shortage due to a drought or an emergency, 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 SEWERAGE SERVICE We will supply you with sewerage services that are in accordance with the Customer Service Code. We will also take reasonable care in operating our sewerage system to avoid odours. YOUR RIGHTS IF 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 service infrastructure, it is the responsibility of the property owner to rectify. 5

6 OUR SERVICE COMMITMENTS YOUR RIGHTS TO CONTINUOUS SERVICE We will: give you three working days written notice of any planned interruptions to our services (including when they will occur and for how long) ensure that planned interruptions to your water supply do not occur during the peak periods of 5 am to 9 am or 5 pm to 11 pm ensure that there are no more than a total of five unplanned interruptions to your water supply and sewerage services in any 12 month period. Where there is an interruption to your water supply caused by a problem in our system we will: restore it 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 our 24 hour Faults and Emergencies line on Please report bursts or leaks to us on We will respond promptly to inspect and repair them. 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. 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 plumber s costs. YOUR RIGHTS IN RELATION TO SEWAGE SPILLS Where a sewage spill occurs on your property due to a failure in our system, we will: respond promptly minimise the damage and inconvenience to you by ensuring that the sewage spill is contained as soon as possible within one hour if the spill is inside your house 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. If you are not satisfied with the standard of clean up you may seek the advice of the Environmental Health Officer at your local council. YOUR RIGHT TO REGISTER SPECIAL HEALTH NEEDS You have a right to register with us if you need water for a life support machine. You may also register other special medical needs with us. Once you are registered, we will contact you at least four business days before a planned interruption (and as soon as possible after an unplanned interruption) to minimise any inconvenience. We also provide water as a priority to major hospitals and emergency medical units. YOUR RIGHT TO COLLECT RAINWATER, RECYCLE GREYWATER AND COMPOSTING TOILETS You have a right to collect and store rainwater for your own use. You may recycle greywater for non-drinking purposes. You may install a composting toilet that does not require connection to our water or sewerage systems. Before you collect rainwater, recycle domestic wastewater or install a composting toilet, you should think about the possible health issues and the risk of flooding. You should also contact your local council for advice and approvals where appropriate, as you need to comply with the requirements of the Health Act, the Building Act, the Environment Protection Authority Publication Code of Practice Onsite Wastewater Management and 884 Greywater use around the home. BUYING OR SELLING A PROPERTY If you are buying or selling a property we guarantee to provide prompt, quality information to you, your conveyancer or solicitor, through our PropertyFlow service. Contact us for more information on

7 BUILDING OR RENOVATING A HOUSE If you need additional connections to the mains we will provide services to you or your plumber promptly and conveniently through our EasyAccess system at participating plumbing supply outlets. Contact us for more information on When you need a new connection to our water supply we will ensure our service is provided to a mutually agreed deadline. YOUR RIGHT TO COMPENSATION We will provide our service with due care and skill and 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. SERVICE COMMITMENTS AND PRICE REBATES We are committed to high standards of performance. If we fail to meet these standards, you may be eligible for a reduction in the price of your water or sewerage service charges. Appendix 2 outlines our Service Commitments. We will provide a price rebate automatically to you whenever we become aware that we have failed to meet a Service Commitment. If you believe you are entitled to a price rebate you may apply by calling or by writing to us. Any price rebate will be deducted from your next account. The customer service officer dealing with your request is empowered to grant the price rebate. 7

8 CHARGES AND BILLING CHARGES AND RATES We bill you for: Water Supply and Sewerage System Charges service charges to provide water and sewerage connections Usage Charges water usage and sewage disposal charges Other Authority charges rates on behalf of Melbourne Water for waterways and drainage, and the Minister for Water for Parks Victoria services. As the owner of a property you pay for: Water Supply and Sewerage System Charges, and Usage Charges (including charges for sewage disposal), unless, as outlined below a tenant must pay them Any rates billed by us on behalf of Parks Victoria services and Melbourne Water for waterways and drainage from customers who own a property within Melbourne Water s Waterways Management District. As a residential tenant or caravan park resident you will only pay charges for usage (water and sewage disposal) where: your water has been separately metered your landlord has told us that you are the tenant we have read the meter or estimated it when access is unavailable. As an Owners Corporation development or central body for multi residences, we will bill you for usage charges relating to common land and facilities. e.g. a common grounds watering system. We may also bill you for usage charges for residences forming part of your site that are not individually metered. REDUCING YOUR ACCOUNT Using water efficiently can help to reduce the usage charges on your account. We will provide you with water efficiency advice to help you save. Phone for details or visit our website at yvw.com.au. YOUR RIGHTS WITH REGARD TO CHARGES When there are any changes to the usage, water supply and sewerage system charges we will tell you about them with your first account after the change takes place. We calculate your Sewage Disposal Charge using a standard formula. You have the right to ask us to review the formula if you believe it substantially and systematically overstates the estimated volume. 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 enquiry@yvw.com.au. You also have the option of installing a meter on your outside taps (at your cost). This will allow the calculation of your Sewage Disposal Charge to better reflect your individual usage. Please call for further details. Yarra Valley Water s schedule of fees and charges are available on yvw.com.au/charges or can be obtained by request, please call BILLING CYCLES We will bill you quarterly for water supply and sewerage system charges, usage (water usage and sewage disposal), waterways and drainage. All customers will be billed annually for the Parks Charge. We will include information on your account to help you understand the account and your rights and obligations. 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 installments or under a flexible payment plan. If you have been undercharged due to your illegal use of water, the amount to be recovered will not be limited to the amount undercharged in the 12 months prior to us notifying you that the undercharging has occurred. Where we have undercharged because of a customer s illegal use we will estimate the usage for which the customer has not paid. 8

9 CHARGES AND BILLING PAYING YOUR ACCOUNT You must pay your account within 14 days of receiving it. 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 in person at any Australia Post office by Post billpay at postbillpay.com.au by MyPost Digital Mailbox at digitalmailbox.com.au by Centrepay if you receive a Centrelink payment. For the latest payment methods, please refer to your account, visit our website at yvw.com.au or call ALTERNATIVE 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 to you prior to or as soon as practicable 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. If you would like to discuss alternative payment arrangements please call us on CONCESSIONS You are eligible for State Government funded concessions on your water and sewerage charges if you hold a recognised concession card such as a Pensioner Concession Card, Health Care Card, Health Benefits Card or Gold Card (for all conditions except Dependant). For details of your concession entitlement, contact us on PAYMENT DIFFICULTIES If you are having trouble paying your account, please contact us on We will help you by: providing information on government assistance that may be available to you arranging an alternative payment scheme that takes account of your capacity to pay providing you with access to free and independent financial counselling. We were instrumental in the development of an industry Code of Practice for customers experiencing financial hardship and have put in place a Hardship Policy to ensure we are sensitive to their specific needs. If you are experiencing financial hardship our Customer Support Team will provide additional assistance by: allowing you to renegotiate the amount of your payment if there is a demonstrable change in your circumstances enabling you to choose from various payment methods, and receive written confirmation of the agreed payment arrangement within 14 days providing you with access to a language interpreter service at no cost not restricting your water supply as long as you have agreed to a payment arrangement not charging you debt recovery costs and shielding you from legal action, while you make payments according to our agreed payment plan. Yarra Valley Water s Hardship Policy can be viewed on our website yvw.com.au or you can obtain a copy upon request by contacting us on

10 CHARGES AND BILLING FINAL BILLS AND SPECIAL READINGS You must give us two business days notice before vacating your property if you are a tenant 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 water usage and sewage disposal charges until the meter is next read. You may request an additional account or meter reading outside your normal billing cycle. If the meter needs to be read, a fee may apply. You may request an estimation of your bill free of charge. If you are a property owner who vacates, we request that you please notify us two business days prior to settlement. 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. RESTRICTION AND LEGAL ACTION We will not restrict your water supply or commence legal action: without explaining alternative payment options or giving you a chance to get the benefit of a concession or relief grant if there is a dispute as to the amount owing if you owe less than $200 if you are a tenant and your landlord is responsible for the debt if you are in proven financial hardship. We may also restrict or disconnect your water supply for other reasons if, for example, the pipes on the property are not properly constructed or maintained, or you have breached 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. 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. Reconnection will be prompt when the reason for disconnection no longer persists, or when you have submitted in writing your compliance in a form which has been approved, or when you have provided a payment. MINIMUM FLOW RATE DURING RESTRICTION If your water supply is restricted, the flow rate will be at least two litres per minute at the tap nearest the meter. If the restriction will cause a health hazard, contact us on RESTORING SUPPLY When the reason for restriction has been resolved, we will restore your water supply on payment of a fee. This will be done within 24 hours or on the same day if you take the required action before 3 pm. We will not restrict your water supply: if you need water for a life support machine or other special needs after 2 pm on Monday to Thursday, on a Friday, a weekend, a public holiday or the day before a public holiday if the restriction will cause a health hazard having taken into consideration any customer concerns if it is a day of total fire ban declared by the Country Fire Authority in the area you are located. 10

11 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. ACCESS TO METER The meter should be accessible so it can be read regularly. Where we cannot read your meter, we may ask you to do so on our behalf. If you do not provide a reading, 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 accessible to us, we can arrange for a remote reading device to be fitted, on payment of a fee. 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 ensure your meter reads accurately. If you think that your meter is reading high, you may request us to test it. All meter testing is 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 the meter and refund any amount you were overcharged. If the test shows that the meter was working accurately, you will be liable for the costs of the test. 11

12 RESPONSIBILITIES FOR MAINTENANCE WATER SUPPLY AND SEWERAGE SERVICE Our responsibility 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. Where there is no meter, we are responsible to the property connection point where a stop valve or tap controls the flow of water to your private extension. In the case of Owners Corporation developments or multi-resident developments we are responsible for maintaining the water service up to and including the main property meter, which is usually located at the property boundary. This may be some distance from your residence. We will also maintain individual meters (excluding private extensions to individual meters) where they are installed. Your responsibility All plumbing and pipe work from our water and sewer connection points to your residence (private extensions) are the responsibility of the property owner. GALVANISED IRON PIPES Many properties in older areas have galvanised iron property service pipes. These pipes have a detrimental impact on water quality and pressure. We will replace a galvanised iron property service pipe at no charge if you replace the galvanised iron pipes on your side of the meter. This will ensure optimum water quality and flow to your property. If a galvanised iron property service pipe needs replacing and you choose not to replace your galvanised iron pipes, you will be responsible for the cost of replacement of the property service pipe up to $500. We will pay any costs in excess of $500. This only applies to single residential dwellings and where the replacement is for any other reason than leakage. We will replace at no cost to the customer a leaking galvanised iron property service pipe. Exceptions to the general rule are: property service pipes with a diameter over 50 mm private extensions property services from private extensions. 12

13 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 this right 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 and 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 you even if your water supply or sewerage service is maintained, e.g. when we need to dig up the road outside your house. We will give you three days notice of works that may affect you, except in an emergency. Where we undertake any works, we will leave the street or property in a state similar to when works commenced. Any works undertaken by us will comply 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 notice in writing 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. We will not enter your property between the hours of 6 pm to 7.30 am unless we have your consent, there is an emergency, or we have reasonable grounds to believe there has been a breach of the Water Act Our employees or contractors will carry identification at all times which must be provided on request. YOU MUST TELL US OF DANGERS We request you inform us of anything on your property that may be dangerous to our employees, for example, a guard dog. 13

14 CONSULTATION, INFORMATION AND PRIVACY SURVEYING AND INVOLVING CUSTOMERS We have established a Community Advisory Group to enable community input into our service planning and decision making. Members come from a wide variety of backgrounds. We value the contribution all members make to our business. In addition, a sample of customers will be surveyed about our performance and the results will be published, at least once a year. WATER QUALITY, CONSERVATION AND THE ENVIRONMENT 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 demonstrate a long term commitment to our customers and the community at large that we are being active and effective in relation to water conservation and the efficient use of water. This will be achieved by publishing the results of 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. PRIVACY We recognise that your privacy is of great importance and we are committed to ensuring your personal information is protected. We collect personal information for the purpose of providing water and sewerage related services and products, which includes promotion of these services and products and market research. We may disclose your personal information to our contractors for these purposes and other third parties including Melbourne Water and Parks Victoria relating to Parks Victoria services. Where we hold your personal information in conjunction with others (e.g. where your account is a joint one), we will not disclose your personal details to other account holders without your express permission. Please contact us if you wish to arrange for someone else to have access to your account details. You may request access to your personal information that we hold by writing to the Privacy Officer at Private Bag 1, Mitcham VIC Please note that we may charge you the reasonable cost of processing your request. We have developed a Privacy Policy to ensure that personal information about our customers is safeguarded. Our Privacy Policy represents how we handle personal information in accordance with the National Privacy Guidelines outlined in the Information Privacy Act For your copy, call or visit our website at yvw.com.au/privacy REQUESTS FOR INFORMATION On request we will provide you with information such as: copies of this Charter copies of the Customer Service Code 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 educational material about using water efficiently current lists of prices and contact numbers information materials for customers with special communication needs. 14

15 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 enquiry@yvw.com.au. We will reply to correspondence within four working days of receiving your enquiry or one working day of receiving your . COMPLAINTS If you have a complaint please let us know by calling our Customer Relations Team on You can also write to us at Yarra Valley Water, Private Bag 1, Mitcham VIC We will respond promptly to your complaint and will do our best to make sure the problem is resolved 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 by phone on or by mail to GPO Box 469D, Melbourne, VIC 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 DISPUTES OVER MONEY If your complaint involves a dispute over money you owe, we will not seek payment of the amount unless the dispute has been resolved in our favour. However, you must pay any other portion of your account that does not directly relate to your complaint. 15

16 APPENDIX 1 DEFINITIONS 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. (See also the definition of enquiry below). 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 supply and/or sewerage systems own a serviced property connected to Yarra Valley Water s water supply 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 supply and/or sewerage systems and are liable to pay water usage and/or sewage disposal charges for example, a tenant or caravan park resident, or 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 that can be satisfied by providing written or verbal information, advice, assistance, clarification, explanation, or referral about a matter. Financial hardship is where a customer desires to pay, but due to financial difficulties is unable to pay within the timeframe set out in our payment terms. Greywater consists of all non toilet waste water. It includes waste water from showers, spas, baths, hand basins, washing machines, dishwashers and laundry troughs. 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/or replacement. Multi-resident development means a group of units or allotments that may or may not share common property other than those covered by a registered plan of subdivision. Owners Corporation development means a group of units or 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 that is caused by Yarra Valley Water to allow planned works to be carried out. 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 cover assets previously defined as Trunk Services and Combined Drains. Property service pipe means the pipe from Yarra Valley Water s water main to the meter assembly, or to the 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 fit-for-purpose application, can be classified as recycled water: 16

17 APPENDIX 1 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 2003 Sewage means any human excreta or domestic waterborne waste, whether untreated or partially treated. It does not include trade waste or stormwater. Sewerage services means the functions described in Part 9 of the Water Act Tenant means a customer who rents a property from another person. Trade waste has the definition given in regulations made under the Water Act Unplanned interruption means an interruption that is caused by a fault in Yarra Valley Water s system or a fault which is the maintenance responsibility of Yarra Valley Water. Water Act 1989 includes any amendments of or regulations under that Act. Water Industry Act 1994 includes any amendments of or regulations under that Act. 17

18 APPENDIX 2 SERVICE COMMITMENTS We are committed to providing high standards of service. If we fail to meet these standards you may be eligible for a price reduction (price rebate) on your water supply and sewerage system charges if you occupy a property that we supply. The rebates granted on these service commitments have been approved by the Essential Services Commission. The rebates will be applied without the customer needing to make an application. However we are not required to give a price rebate if an event is caused by, or is the responsibility, of the customer or a third party. $50 PRICE REBATE INTERRUPTION TO WATER AND SEWER SUPPLY: PLANNED Sometimes we need to turn off the water to replace a pipe or interrupt sewer service to unblock or replace a sewer pipe. We will give you a $50 price rebate if: We cut off your water for more than five hours We fail to give at least three days notice of planned water interruptions The interruption is longer than we said it would be We cut off your water between 5 am and 9 am and/or 5 pm and 11 pm. INTERRUPTION TO WATER AND SEWER SUPPLY: UNPLANNED Sometimes emergencies happen when our water mains burst or sewers become blocked which means we need to turn the water or sewer off without warning. We will give a $50 price rebate if: Your water supply is lost for more than four hours We fail to restore a sewerage service interruption within four hours. This does not include sewer service interruptions caused by your pipr work We allow more than five unplanned water or sewerage interruptions in total during any 12 month period. We will give you a price rebate for each interruption in excess of five. We allow more than three unplanned sewerage service interruptions in total during any 12 month period. $300 PRICE REBATE At different times in our lives our needs change which can sometimes result in financial difficulty. To help in these times, Yarra Valley Water has a Hardship Policy in place which defines our approach to supporting customers experiencing either temporary or permanent hardship. This policy ensures all customers requiring additional support are treated with respect and sensitivity and shielded from restriction of supply and further recovery action. We will therefore provide a $300 rebate if we commence legal action or take steps to restrict a residential customer s water supply prior to taking reasonable endeavours to contact the customer and provide information about the help that is available for customers experiencing financial difficulty. $1,000 PRICE REBATE We know that sewage spills cause particular inconvenience and damage. We will therefore give a $1,000 price rebate to customers who experience the following: SEWAGE SPILLS WHERE WE ARE AT FAULT We fail to contain a sewage spill within your house within one hour We fail to contain a sewage spill on your property within four hours. ADDITIONAL COMMITMENTS The following services commitments are initiatives of Yarra Valley Water and are in addition to those approved by the Essential Services Commission. We do not provide adequate water flow rate. The price rebate ($50) may only be claimed once, unless we fail to take reasonable action. ENTRY ON RESIDENTIAL PROPERTY We enter your property other than as allowed. ($50) RESPONSE TO CUSTOMERS We do not reply to your letter within four working days. ($50) We will give you a price rebate for each interruption in excess of three. 18

19 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) Number of customers experiencing 5 or more unplanned water supply interruptions in any 12 month period (number) Unaccounted for water (per cent) 10 SEWERAGE 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 4 sewer blockages in the year or more (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)

20 APPENDIX 3 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: Toilet flushing Garden watering (including vegetables) Washing cars Fire fighting. 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

21 OUR WATER SUPPLY AND SEWERAGE SERVICE COMMITMENTS TO YOU CUSTOMER S RIGHTS As a customer in a Yarra Valley Water recycled water area you can expect: a recycled water supply that meets regulatory health requirements established by the Department of Health and environmental standards established by the Environment Protection Authority continuous recycled water supply, drinking water supply and sewerage services that are not interrupted more than a combined total of five times in a 12 month period due to unplanned events planned interruptions to your drinking or recycled water supply will not occur during peak hours (5 am 9 am and 5 pm 11 pm) and will take no longer than five hours or as advised when there is an unplanned water supply interruption, we will turn off the water as soon as possible to reduce leakage, and it will be restored within four hours of notification that where a burst drinking or recycled water main threatens substantial or moderate property or environmental damage, we will attend the site within 45 minutes of being notified. RESIDENTIAL CUSTOMER REBATES Yarra Valley Water is committed to delivering high standards of service. If we fail to meet this commitment to you by not meeting our Guranteed Service Levels, you will be eligible for a rebate (price reduction) on your next bill. These rebates, as outlined in the service commitments section of this charter, apply to both planned and unplanned (emergency) works, and are valid whether the interruptions are to the drinking or recycled water systems. YOUR ACCOUNT Your quarterly account will generally include two types of charges for both drinking and recycled water. The first are fixed water supply and sewerage system charges and the second are volumetric charges relating to water usage and sewage disposal, based on meter readings, which are taken four times a year. Class A recycled water will be separately metered and charged at the same price as the lowest tier for drinking water. Your Class A recycled water charges will appear separately on your account. The Sewage Disposal Charge takes into account volumetric usage from both drinking and recycled water. 21

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