Customer Support

Customer, Community and Communications Team
Customer Support Policy
Family Violence
Referral Agencies
Payment Assistance and Concessions
Rebates

We recognise that at times, our customers may experience hardship and require support. We have a range of support measures to ensure a fair and consistent approach in managing vulnerable customers. We also have a framework to support customers who are affected by family violence or who are experiencing difficulty in paying their accounts.

Our Customer, Community and Communications Team work from our Bairnsdale Office in Eastern Victoria. The team understand our region and the challenges our customers may experience.

Our team has an extensive understanding of hardship and family violence issues, including training on the following:

• Government funded programs (e.g. Utility Relief Grant Scheme, Community Rebate Program, etc.)
• Internal financial assistance options (e.g. flexible payment plans, Pay’n’Save, etc.)
• Internal water efficiency programs
• Support and assistance for customers experiencing family violence
• Our legal responsibilities including the Energy and Water Ombudsman (Victoria) and the Essential Service Commission – Water industry Standards requirements; and
• Understanding of financial hardship.

Our Customer Support Policy outlines the commitments we provide our customers to ensure a fair approach in managing those in need of assistance. It also includes a framework to support customers who are affected by family violence or those who are experiencing difficulty in paying their accounts.

With an individual case-by-case approach, we ensure that customer’s needs are addressed sensitively, respectfully and confidentially.

If you wish to nominate a support person to communicate with us on your behalf, contact us and we’ll record their details on your account. Your nominated person can be changed or removed at any time.

We also understand that customers cannot always afford the minimum payment amounts required to manage their account. When a customer experiencing hardship contact us, we will inform them of the support available to suit their situation. Some of the options include flexible payment plans, payment extensions and negotiating arrangements based on what customers can reasonably afford to pay. Once support arrangements are in place, these customers are shielded from legal action and additional debt recovery costs while they continue to make payments according to an agreed schedule or an agreed altered schedule of payments.

Customers experiencing financial difficulties are invited to contact us to discuss their individual situation.

We recognise that family violence is a serious issue that poses substantial risk to the health and wellbeing within our communities.

We have a comprehensive process to support our customers that are experiencing family violence and acknowledge that customers may or may not choose to directly disclose their current or previous experience of family violence. We also acknowledge that some customers might provide indications that family violence may be occurring during interactions with our employees, particularly in relation to paying bills.

We treat customers in a respectful and sensitive manner, with a focus on the customer’s safety and wellbeing.

Customers are encouraged to contact our team to discuss support available to those experiencing family violence, regardless of their current financial capacity. We seek to create a supportive environment where customers are comfortable in requesting assistance for family violence and can discuss the support available to them.

Privacy is paramount for all concerned regardless of whether they are a customer or an employee.

We can provide refer customers experiencing financial hardship and, or family violence to free independent counsellors or other specialist support networks.

Financial counsellors are able to provide information on your rights and the options available to you in a private and confidential manner.

We also have a ‘Support Services Guide’ available above.

We know that sometimes our customers may face money troubles and need some help. This help may be short-term or long-term. Each situation is different. That’s why we offer a range of options. We apply this support in a fair and even way and will work with you on the best option for your circumstances.

Free financial counselling

Anglicare Victoria offers a free financial counselling service at our office at 133 MacLeod St, Bairnsdale from time to time. Customers can drop in for a confidential chat about how to manage household expenses.

This service is not limited to your East Gippsland Water account — bring along any of your household bills.

If you need more information, give us a call on 1800 671 841.

Concessions

Customers who own and occupy a residential property, or who are a residential tenant, may be eligible to claim a rebate on their account. You need to hold a valid:

• Pensioner Concession Card
• Gold Card (Department of Veteran Affairs)
• Centrelink Healthcare Card

We can verify details electronically and where applicable grant a concession rebate and assist to claim back-dated rebates. For eligibility criteria see the Water and Sewerage Concession Application Form or visit: Services Australia Water and Sewerage Concession website.

Life Support Concession

We can help residential customers apply for the Victoria Government Life Support Concession. This is available to customers who hold an eligible concession card and use a haemodialysis life support machine at home.

Customers must meet the Departments of Families, Fairness and Housing eligibility criteria to receive the concession. For more information visit: Life Support Concession page of the DFFH website.

Flexible Payment Arrangements

We also offer Flexible Instalment Payment Plans, assisting eligible customers to manage their budgets and circumstances through agreed weekly or fortnightly payments.

We can also provide our customers with an Easyway card, enabling them to pay by instalments.

Customers on active payment arrangements will not be charged interest and prevents additional debt recovery costs on overdue amounts.

Utility Relief Grant Scheme

We can help residential customers apply for the Victorian Government Utility Relief Grant Scheme Program. Customers can receive up to a maximum of $650 over a two-year period. This program is available to customers who hold an eligible concession card or are a part of a low-income household.

To find out if you’re eligible visit the Utility Relief Grant Scheme page of the DFFH website.

Pay’n’Save

Residential and non-residential customers who are experiencing financial hardship and have an account in arrears, can apply for a Pay’n’Save plan. This plan offers customers in arrears, who are maintaining an agreed payment arrangement, an equal incentive payment.

For every three consecutive payments made by the customer, we will also make a payment to the account. The customer must meet our eligibility criteria.

Contact us for more information.

Sewerage and Water Connection Assistance Scheme

A one-off grant is available to eligible low-income households experiencing financial hardship to assist with private plumbing costs for sewer and water connections.

Applicants need to connect to East Gippsland Water and must be able to demonstrate:

• That they are the holders of an eligible concession card or on an equivalent low income are unable to pay for connection that other assistance schemes have been explored and are not appropriate.

Community Rebate Program

We can assist residential customers in accessing the Victorian Government Community Rebate Program (CRP). This program aims to reduce water use for customers who hold an eligible concession card and have had a recent high-water usage.

If eligible, a licensed plumber, contracted by us will carry out a free water audit at the customers home. This includes a thorough check of plumbing fixtures to identify any water leaks or inefficient fixtures and appliances.

Eligible customers may then receive assistance of up to a maximum of $1,000 from the CRP for agreed products or services. Visit The Department of Energy, Environment and Climate Action for more information: Community Support.

Water and Sewerage Rebate Scheme (not-for-profit organisations)

We can assist not-for-profit organisations in applying for the Victoria Government’s Water and Sewerage Rebate Scheme. Eligible not-for-profit organisations can receive up to $260 per annum (per property) off the service charges component of their water bill.

Such organisations include those operating for the purpose of education, religious worship, charity, outdoor sporting and recreational activities, hospitals, nursing care and more.

Visit State Revenue Office for more information: Water and Sewerage | State Revenue Office (sro.vic.gov.au)

Water Efficiency Rebate Program

Customers can be rewarded for their water efficient efforts around the home, garden or small business. Providing financial rebates on a range of water efficient products.

The program aims to assist customers in maximising their water savings by installing more water efficient products to replace inefficient ones and receive up to a maximum of $1,500 in rebates for eligible products.

Customers must meet eligibility criteria to receive a rebate. Rebates are available for products purchased and installed between 1 July 2023 and 30 June 2028.

WaterSmart Program

The Victorian Government launched a $5.27 million WaterSmart program to support large water users improve their water efficiency.

East Gippsland Water has $180k to assist our non-residential customers and assess customer eligibility based on water usage. Identified non-residential customers will receive an invitation to participate in the scheme.

The WaterSmart program helps non-residential customers understand and monitor water use, identify opportunities to minimise or substitute potable water use, take action to use water more efficiently, and reduce water and energy costs. For more information visit WaterSmart Program .