Customer Charter

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.

The initiatives outlined in our Customer Charter are our commitment that we will work to understand your needs and meet your expectations.

Full Customer Charter (effective July 2023): Customer Charter

Customer Charter – Summary