Gippsland Water seeks feedback on customer charter

Gippsland Water is inviting customers to have their say on proposed updates to its Customer Charter and Trade Waste Customer Charter.   

The charters outline Gippsland Water’s service levels for the supply of water, wastewater and trade waste services to customers, as well as customers’ rights and responsibilities. 

Both charters have a new design to make them easier to navigate. Financial support and family violence support options will also be more accessible and easier to find.  

Other changes include guidance on what Gippsland Water will repair after completing works, specifying the two situations for water restriction and clarifying the way the organisation takes payment.  

Managing director Sarah Cumming said customer feedback would be carefully reviewed and considered before finalising the charters. 

“We're asking our customers for feedback to understand if they support the proposed updates to the charters,” Ms Cumming said.  

“The changes we’re proposing will further ensure our customers’ rights and obligations are clear, as well as our own. 

“In our 2023-2028 Price Submission we said we’d review and update both documents. We’re on track to complete the process this year.” 

Gippsland Water’s Customer Charter is informed by the Essential Services Commission’s Water Industry Standards Urban Customer Service.

Customers can read the full list of proposed updates and provide their feedback to Gippsland Water at, www.gippswater.com.au/customercharterreview.