Our Customer Charter outlines the commitments, responsibilities and standards of service that we provide to our customers.
It sets out our obligations to you as outlined by the Essential Services Commission’s Customer Service Code for metropolitan retail and regional water businesses. This includes specific standards and conditions of service that apply to all water businesses in Victoria.
In addition, it sets out the performance standards that apply particularly to South Gippsland Water.
The Customer Charter will also help you if you wish to contact us on any matter related to our services or if you need information or advice from us.
Customer charter – effective July 2023
Customer Outcomes Scorecard 2022-23
South Gippsland Water – Outcomes Reporting Template 2023-28
South Gippsland Water Outcomes Submission 2021-22
South Gippsland Water Outcomes Submission 2020-21
If customers have made a complaint to South Gippsland Water and we cannot resolve this, customers can turn to the Energy & Water Ombudsman Victoria (EWOV). Customers should seek to resolve their complaint or problem with South Gippsland Water initially.
Customer Complaints and Disputes Resolution Policy
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.
Often described as external dispute resolution, 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.
www.ewov.com.au
Freecall 1800 500 509