Sewer Blockage Procedure

Transcription

1 Sewer Blckage Prcedure I N F O R M A T I O N F O R P L U M B E R S J U N E When a blckage is identified in the sewer Huse Cnnectin Branch (HCB) we will review the issue and in sme circumstances: Prvide reimbursement fr Cliban Water Inducted Cntractrs f reasnable csts up t $250 (GST Excl) Prvide authrisatin ver the phne fr Cliban Water Inducted Cntractrs t clear the HCB. Sewer blckage call-ut prcedure When yu have identified a blckage in the HCB please call ur Custmer Supprt Team n befre starting any wrk n ur assets r within ur netwrk. We may give yu permissin t clear the blckage in the HCB by prviding a unique authrisatin number ver the phne during business hurs when: Yu have attended the site and nt diagnsed ver the phne Crews wrking within ur regin The blckage is lcated in the HCB The blckage can be cleared withut any excavatin Yu are a Cliban Water Inducted Cntractr. If authrisatin is prvided yu may be able t claim reimbursement up t $250 (GST Excl) fr reasnable csts incurred in identifying, lcating r clearing a blckage. If authrisatin is nt prvided, yu may claim reasnable csts up t a maximum f $250 (GST Excl) fr cnfirming the Custmer Huse Drain was clear and identifying a blckage in the HCB. We will attend t blckages in the HCB in the belw circumstances and therefre authrisatin will nt be prvided when: Excavatins are required t reslve the issue If a prperty has had a similar issue in the HCB within the previus six mnths r a histry f repeated issues in the HCB. We expect it wuld take n mre than tw hurs t determine the lcatin and cause f a blckage and t advise ur Custmer Supprt Team.

2 Claiming reimbursement When yu have identified, r been authrised t clear, a blckage yu will be able t apply fr reimbursement up t $250 (GST Excl). T claim reimbursement please fllw the steps belw: 1. Register yur business accunt details. Cmplete the Supplier Electrnic Payment Details frm if yu have nt already dne s. Crews wrking n the sewer netwrk Yu can return the cmpleted frm in persn at Bridge Street, Bendig, via mail t PO Bx 2770 Bendig DC VIC 3554 r t cliban@cliban.cm.au this will help us reimburse yu in a timely manner and yu nly need t d this nce. 2. Receive a unique authrisatin number. When yu call ur Custmer Supprt Team after identifying a HCB blckage and befre starting wrk n the HCB we will give yu a unique authrisatin number. Yu will need t call during business hurs and use the unique authrisatin number t claim reimbursement later. 3. Cmplete ur Reimbursement Claim fr Sewer Wrks nline frm. T claim reasnable csts up t $250 (GST Excl) cmplete the frm nline at Online Frms> Cntractrs> Sewer Blckage Reimbursement. Remember, yu will need the unique authrisatin number t invice Cliban Water fr reimbursement (nt the prperty wner). When yu have ldged the Reimbursement Claim fr Sewer Wrks nline frm we will review it and if apprved we will finalise yur reimbursement within 14 days. We will nt prvide reimbursement in the fllwing circumstances: If yu have nt cntacted Cliban Water when yu were n site attending t a sewer drain issue If yu have nt received a unique authrisatin number Fr any and all wrk which relates t wrk n a private sewer drain Fr any CCTV wrk in determining the lcatin f the blckage Fr expsing and raising the Inspectin Opening surface fitting in cmpliance with the Victrian Building Authrity (VBA) Fr installatin f an Inspectin Opening t cmply with the VBA Fr general accessries such as high pressure jet cleaners, excavatr hire etc. Yu are nt a Cliban Water Inducted Cntractr. 2

3 Cliban Water Cntractr Inductin If yu wuld like t becme a Cliban Water Inducted Cntractr please cmplete the Supplier Electrnic Payment Details frm fr yur business. Yu can return the cmpleted frm in persn at Bridge Street, Bendig, via mail t PO Bx 2770 Bendig DC VIC 3554 r t cliban@cliban.cm.au Yur business nly needs t cmplete the frm nce. Inspectin Shafts and Openings Inspectin Shafts and Inspectin Openings are an imprtant part f a prperty's sewer pipe system. They prvide an access pint fr yu r ur crews t service the Custmer Huse Drain and HCB in the event f any blckages. They are als a requirement under the Natinal Plumbing and Drainage Cde. We recmmend that prperty wners install an Inspectin Shaft n any prperty that des nt have an accessible Inspectin Opening. This will imprve the maintenance prcesses fr the drain and sewer cnnectin. We suggest that yu explain the benefits f Inspectin Shafts t prperty wners. Installing an Inspectin Opening n any prperty that des nt have an access pint imprves the ability t maintain the Custmer Huse Drain and HCB. This benefits the prperty wner, plumbers and Cliban Water. If a prperty already has an Inspectin Opening please ensure it meets regulatins. Remember any wrks and csts incurred by installing r raising Inspectin Openings is the respnsibility f the prperty wner. Prperty Owner Respnsibility The prperty wner is respnsible fr: Taking all reasnable steps t maintain the Custmer Huse Drains and keep them in gd wrking rder including: Ensuring the Overflw Relief Gully meets plumbing standards Inspectin Openings meets plumbing standards and are nt bstructed Parts f the Custmer Huse Drain assembly that are nt Cliban Water assets as detailed in the Sewer Pipe Maintenance Respnsibilities diagrams Maintaining the Cmbined Cnnectin lcated n anther serviced prperty and the extended Custmer Huse Drain nt within a rad. Please see the Sewer Pipe Maintenance Respnsibilities diagrams ver the page fr visual examples f areas f respnsibility. 3

4 Sewer Pipe Maintenance Respnsibilities In 2014 the Water (Estimatin, Supply and Sewerage) Regulatins 2014 and the Water (Trade Waste) Regulatins 2014 replaced the Water Industry Regulatins These regulatin changes extended the area f Cliban Water s respnsibility in the sewer netwrk. Belw is a visual representatin f different types f sewer cnnectins and hw the areas f respnsibility apply. 4

5 Frequently Asked Questins What has changed? The main difference is that under the ld prcedure plumbers were nt authrised t wrk in the HCB. Under the new prcedure when a plumber identifies a blckage in the HCB they may be able t clear the blckage and claim reimbursement fr reasnable csts up t $250 (GST Excl). The plumber needs t attend the site and call us befre ding any wrk s we can review the circumstances and prvide a unique authrisatin number. Why has the prcedure been updated? The change is part f ur effrts t imprve efficiency and custmer service. There are tw key benefits t the new prcedure: Mre lcal plumbers will have the pprtunity t wrk in the HCB which shuld increase earning pprtunities fr plumbers wrking in the Cliban Water regin. Sme custmers will have the sewer blckage impacting n their prperty cleared n the spt by a plumber, rather than waiting fr ur crews t assess the blckage. Can I claim the reimbursement if I did nt cntact Cliban Water befre starting wrk? If yu d nt call us befre starting wrk n the HCB yu cannt claim reimbursement fr reasnable csts up t $250 (GST Excl.). In this case we wuld presume yu did nt call us befre starting wrk because yu determined the blckage was lcated in the Custmer Huse Drain. What if I did nt call Cliban Water befre starting wrk because I thught the blckage was in the Custmer Huse Drain? As sn as yu suspect a blckage is lcated in the HCB please call ur Custmer Supprt Team n during business hurs and we will review the circumstances f the wrks. Can I bill the custmer and they can claim the reimbursement? N, yu shuld invice us and cmplete ur Sewer Blckage Reimbursement nline frm t apply fr reimbursement f reasnable csts up t $250 (GST Excl.). Remember t have yur unique authrisatin number that we gave yu when yu called and yur accunt details nearby. Yu will need t bill the custmer fr all wrks assciated with private plumbing r Inspectin Shafts and Openings. Why am I nt allwed t excavate and claim reimbursement? We will nt authrise wrks that invlve excavatin because it pses a risk t ur assets and raises safety cncerns. Only Cliban Water crews are permitted t use excavatin while wrking n ur assets. 5

6 Can I claim reimbursement fr installing r raising an Inspectin Shaft? N, but we encurage yu t cnsider installing r raising an Inspectin Shaft because it enables fast diagnsis and benefits the custmer. Remember that all wrks and assciated csts t install r ensure Inspectin Shafts and Openings meet regulatins are the custmer s respnsibility. What happens if I call utside f business hurs? At this stage we are nt able t prvide yu with a unique authrisatin number utside f business hurs. Withut a unique authrisatin number yu cannt claim reimbursement. What is a Cliban Water Inducted Cntractr? A Cliban Water Inducted Cntractr means that as a plumber yu may be authrised t wrk in ur HCB and able t claim reimbursement fr reasnable csts (up t $250 GST Excl.). Hw d I apply t be a Cliban Water Inducted Cntractr? Yu need t register yur details with us thrugh ur Supplier Electrnic Payment Details frm and we will send yu mre infrmatin abut the prcess. Yu can return the cmpleted frm in persn at Bridge Street, Bendig, via mail t PO Bx 2770 Bendig DC VIC 3554 r t cliban@cliban.cm.au. What if I nly want t claim reimbursement fr identifying a blckage in the HCB, d I need t be Cliban Water Inducted Cntractr? N, yu nly need t be Cliban Water Inducted Cntractr t wrk in the HCB because it is in ur sectin f the sewer netwrk. Des being a Cliban Water Inducted Cntractr mean I can wrk in the sewer main and pen manhles? N, Cliban Water Inducted Cntractrs can nly wrk in the HCB when they have called ur Custmer Supprt Team and been given permissin and a unique authrisatin number. Only ur crews are allwed t wrk in sewer mains and manhles. Is this change permanent? This change is permanent unless legislatin changes in the future r there is a reasn r future change. We will regularly review the prcedure t identify any prcess imprvements fr plumbers, custmers and Cliban Water. We will seek feedback frm plumbers and custmers as part f these reviews. What area f the sewer netwrk is Cliban Water s respnsibility? Please see the Sewer Pipe Maintenance Respnsibilities diagrams fr examples f areas f respnsibility. Mre infrmatin Fr mre infrmatin please visit ur Sewer Blckages page at and click n the link t Water and Wastewater and then Wastewater r call ur Custmer Supprt Team n Cliban Water reserves the right t change these prcedures in accrdance with the prescribed regulatins frm time t time withut prir ntificatin and t review each case in accrdance with the prescribed regulatins. Disclaimer: Infrmatin cntained in this dcument was crrect at the time f printing (r publicatin) (June 2017). Cliban Water reserves the right t alter infrmatin at any time. (2017) Cliban Water. 6