Customer Charter

Our commitment to service excellence.

We value our customers and strive for excellence in the delivery of services.

Our Customer Charter sets out, our obligations to our customers in supplying water, wastewater and trade waste services.

The standards set are based on the results of extensive customer feedback across the Water Industry in Victoria, which have been scrutinised by the Essential Services Commission (ESC – the regulator for the Water Industry).

The enhancements include:

Strengthening requirements relating to communication, to ensure we communicate appropriately and sensitively with our customers
Refined minimum standards regarding support for customers experiencing payment difficulty
A reflection of changes in technology and communication channels since the last review
Clarification of the application of interest and debt management activities by East Gippsland Water.

Information on the revised Water Industry Standards can be found at Water codes review: Essential Services Commission.

Resources & Downloads

Customer Charter PDF | 820kb

Customer Charter Summary PDF | 195kb

Report an Issue

If you observe a burst main, leakage, or sudden drop in water pressure, please immediately notify us on 1300 134 202 (Available 24 Hours).

East Gippsland Water acknowledges the Gunaikurnai people as the Traditional Custodians of the land and water on which we live and work. We pay our respects to Elders past and present. We commit to working respectfully to honour their ongoing cultural and spiritual connections to this country.