Customer Service

YOUR ACCOUNT

Payment Cycles

Accounts are issued three times a year, January, May and September.

Your Water Bill - What can it tell you?

South Gippsland Water's bills include two useful pieces of information when it comes to saving water. A graph showing water use for the last four billing periods [16 months] and a table showing average daily water use, in litres, for the current billing period and the same period last year. [A billing period is 4 months, with 3 bills sent per year.]

Payment Options

Australia Post	Payments may be made at any Australia Post Office
Direct Debit	Please call 1300 851 636 to arrange a Direct Debit authority.Forms may also be downloaded by following the link under Forms below.
Credit Card	Please call 1300 301 636 and have your account and credit card ready. You will be asked for your Credit Card number, Expiry date, REFERENCE NUMBER and Amount to pay.You will also be asked the last 3 digits on the reverse side of your credit card. This provides additional security for users. Please remember to record your receipt number.
In Person	Payments in person can be accepted at: South Gippsland Water 14 - 18 Pioneer Street, Foster Monday - Friday 8.30am- 5.00pm
By Mail	Please make cheques or money orders payable to: South Gippsland Region Water Corporation Send to: South Gippsland Water GPO Box 5116 Melbourne VIC 3001
Centre Pay	To request an application form, please contact South Gippsland Water Customer Service on 1300 851 636.
B-Pay	Register with your participating financial institution to become a Bpay customer. Contact your participating financial institution to make this payment direct from your cheque, savings or credit card account. When prompted, enter the Biller Code and Reference number shown on the front of the account.

Concessions

Water and Sewerage Concessions are available for eligible concession card holders (owners and tenants), on their principle place of residence.

Eligible Cards: Pension Concession Card, Department of Veteran Affairs Gold card (excluding “Dependants”) Health Care Card (excluding “Commonwealth Seniors Health Card”).

Eligibility Criteria:

The property must be your principle place of residence.

You must be responsible for payment of the Service Account.

The name and address on the Service Account needs to match the name and address on your concession card.

If the concession is not shown on the front of your account or to apply for a concession for the first time, please contact South Gippsland Water’s Customer Service Department on (03) 5682 0444 or 1300 851 636.

Alternatively you can complete the Concession Application form below (under FORMS) and forwarded it to South Gippsland Water, PO Box 102, Foster VIC 3960.

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SGW 2011/12 tariff schedule

South Gippsland Water 2011/ 12 tariff schedule [PDF]

READING YOUR METER

keep your meter clear –

South Gippsland Water reads water meters 3 times a year, in March, July and November. You can help the meter readers by maintaining the area around the water meter, so that it is easy to locate, and easy to read. Prune or remove overgrown plants, clear mulch or soil to ensure the meter is above ground and remove obstacles to ensure the meter is easy to locate and access. These simple actions will make the reading of meters quick and easy and help keep your accounts as accurate as possible.

How to Read Your Meter

South Gippsland Water uses metric water meters which read in kilolitres (a thousand litres). The meter itself should be located near where the water service pipe crosses your property boundary, together with a stop tap that turns off the supply. There is usually a cover flap over the meter face, this lifts up to reveal the counter, which has four black and three red digits, as shown below. The meter is read from left to right. The black figures measure kilolitres and the red figures litres, it is usually only necessary to read the black figures.

It is possible to check your water usage between accounts by taking the current reading and subtracting the last accounts reading to get your water consumption for the period e.g. –

The current reading shows 2498684
The last account reading showed 2396681
Your consumption for the period was 2498 – 2396 = 102 kilolitres
This means you used 102 kilolitres or 102,000 litres for that period.

Meter readings can also be used to check for leaks. Pick a time when you won't be using any water for an hour or so. [The longer the time period the more likely slow leaks will show up.] Take a note of the meter reading, wait an hour, without using any water, then re-read the meter. Any increase in the reading means you have a leak and you need to contact a licensed plumber to have it found and fixed.

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CUSTOMER CHARTER

Customer Charter - PDF

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Residential Hardship Policy

South Gippsland Water operates under a hardship policy for those customers who are identified as having the intention although not the financial capacity to make required payments.

Residential Hardship Policy - PDF

Complaints and disputes Policy

If you are dissatisfied with any aspect of South Gippsland Water's services, operations or the actions of our employees please let us know by contacting our Customer Service Team on 1300 851 636.

Complaints and Disputes Handling Policy - PDF

FORMS

All PDF forms below need to be printed, completed as a hard copy and then faxed or posted to South Gippsland Water.

Application to Connect to Water and Sewer - PDF
Property Enquiry Application Form - Link to live form
Change of Customer Details - Link to live form
Change of Postal Address - PDF
Change of Tenancy Form - PDF
Change of Tenancy Form - Link to live form
Change of Tenant All Charges Form - PDF
Direct Debit Request - PDF
Direct Debit Agreement - PDF
Concession Application Form - PDF
Private Fire Services - application for pressure and flow information - PDF
Restriction Exemption Application (fill pools or vary other restrictions) - PDF
Water Conservation Plan and Exemption Form - PDF
Request for Property Drain Sewer and Water Information - PDF
Rebate Application Form Reticulated Water Supply - PDF
Rebate Application Form Self Supplied Water - PDF
Rebate Application Form Small Business - PDF

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South Gippsland Water