Corporate Policy & Legislation

South Gippsland Water Customer Charters

Customer Charter
Trade Waste Customer Charter

Privacy Policy

South Gippsland Water values the privacy of our customers. The Information Privacy Act 2000 identifies the need for the Corporation to act with due diligence with regards to privacy (in accordance with applicable legislation). View our Privacy Policy below:
Privacy Policy
Privacy Complaint Form

Statement of Obligations

Under the Water Industry Act, the Minister for Water made and issued a Statement of Obligations to Victorian Water Corporations

Statement of Obligations General 20 Dec 2015 – (SoO)
Issuing Statement of Obligations (Bulk Water Reform)

Freedom of Information

The Freedom of Information Act allows the public a right of access to documents held by the Corporation. South Gippsland Water is considered to be a “Government Agency” under the terms of the Act. Accordingly, it is required to comply with the procedures that have been prescribed and the Corporation’s Freedom of Information policy guidelines. Decisions to release information are made by an Authorised Officer.

Contact for Requests

Requests under the Freedom of Information Act 1982, describing the documents requested, must be made, in writing. A Freedom of Information (FoI) application fee of $28.40 is payable. Depending on the circumstances, further charges may also be payable. FoI fees and charges are not subject to GST. Requests should be addressed to:

The FoI Contact Officer

By mail: PO Box 102, Foster, Vic 3960
By Email: sgwater@sgwater.com.au

Freedom of Information Policy

Protected Disclosure Act 2012

We are committed to the aims and objectives of the Protected Disclosure Act 2012 (the Act). We do not tolerate improper conduct by our employees, officers or members, nor the taking of reprisals against those who come forward to disclose such conduct.

We recognise the value of transparency and accountability in our administrative and management practices, and support the making of disclosures that reveal corrupt conduct, conduct involving a substantial mismanagement of public resources, or conduct involving a substantial risk to public health and safety or the environment.

We will take all reasonable steps to protect people who make such disclosures from any detrimental action in reprisal for making the disclosure.

We will also afford natural justice to the person who is the subject of the disclosure.

What is improper or corrupt conduct?
Improper or corrupt conduct involves substantial:
• mismanagement of public resources; or
• risk to public health or safety or the environment; or
• corruption.
The conduct must be criminal in nature or a matter for which an officer could be dismissed.

How do I report an allegation?
In accordance with Section 13 of the Act, we are not able to receive Protected Disclosures. Any person who has reasonable grounds for believing that improper or corrupt conduct has occurred can make a disclosure. Disclosures can be made in writing or by telephone and may be made direct to the Independent Broad-Based Anti-corruption Commission (IBAC).

Contact Details
Independent Broad-Based Anti-corruption Commission
Level 1, North Tower, 459 Collins Street, Melbourne VIC 3000
Telephone: 1300 735 135
Website: www.ibac.vic.gov.au
General Manager Corporate Services
South Gippsland Water
PO Box 102, Foster 3960
Telephone: 03 5682 0444

 

Energy & Water Ombudsman Victoria (EWOV)

If customers have made a complaint to South Gippsland Water and we cannot resolve this, customers can turn to the Energy & Water Ombudsman. Customers should seek to resolve their complaint or problem with South Gippsland Water first, before going to the industry ombudsman.

The EWOV operates on an independent industry-based Ombudsman model. The process is informal, rather than legalistic, and based on the process of alternative dispute resolution (ADR).

Often described as external dispute resolution (EDR), because they are independent, impartial and external to South Gippsland Water. The aim is to achieve fair and reasonable outcomes, having regard to good industry practice and the law.

While available to all customers, EWOV was essentially set up to assist residential and small business customers. There is no charge to customers for the ombudsman services.

Online: www.ewov.com.au
EWOV Phone: 1800 500 509 (Freecall)

Other Policies

Customer Complaints and Disputes Resolution Policy

Gifts, Benefits and Hospitality – Board and Employee Policy

Register of responses to reportable gift offers – November 2017

Register of responses to reportable gift offers – June 2017

Dam pre-release and surcharge policy

The purpose of this policy is to define South Gippsland Water’s operational practices in relation to pre-release and surcharge of our dams during significant rainfall events.

Dam Pre-release and Surcharge Policy

Legislation and By-Laws
Water Act 1989 – website
Safe Drinking Water Act – 2003
Australian Drinking Water Guidelines
Statement of Obligations

Regulatory Agencies

Partner Organisations