TABLE OF CONTENTS CUSTOMER CHARTER ACTIONS FOR NON-PAYMENT 09 INTRODUCTION 03 ABOUT US 03 CONTACT US 03 COMMENCEMENT 03

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3 TABLE OF CONTENTS INTRODUCTION 03 ABOUT US 03 CONTACT US 03 COMMENCEMENT 03 STANDARDS AND CONDITIONS 04 OF SERVICE AND SUPPLY 1 CONNECTION AND SERVICE PROVISION Obligation to provide service Obligation to connect Limits on recycled water services Stormwater 04 2 CHARGES Variation Schedule of charge 04 3 ENQUIRIES, COMPLAINTS AND DISPUTES Enquiries and complaints policy Resolution of disputes 05 4 BILLING Billing cycle Meter readings Special meter readings Issue of bills Content of bills Presentation of charges Presentation of customer water usage Adjustment of bills PAYMENTS Payment methods Flexible payment plans Payment difficulties Hardship policy Pensioner and health care card rebates COLLECTION Reminder notices Warning notices Additional content of reminders and warning notices Interest and other charges Dishonoured payment Charges over property 09 7 ACTIONS FOR NON-PAYMENT Restriction and legal action Limits on restriction and legal action Additional limits on restriction Removal of restrictions 10 8 QUALITY OF SERVICES Product quality Delivery quality (water service flow rates) Testing Rectification 10 9 RELIABILITY OF SERVICES Obligation to provide reliable services Unplanned interruptions response Bursts, leaks, blockages and spills Planned interruptions information 11 and response 9.5 Special needs customers Customer obligations drought, emergency and permanent water saving plans RECONNECTION WORKS AND MAINTENANCE Water service pipe maintenance Sewerage service and connection maintenance Worker identification Keys held by Central Highlands Water INFORMATION Enquiries Fees for information or advice Permitted use Trade waste Sustainable use of water Water reuse Billing history Regulatory information Communication assistance Customer obligations Privacy GUARANTEED SERVICE LEVELS APPROVED SERVICE STANDARDS 16 SEPARATE WRITTEN AGREEMENTS 17 AMENDMENTS TO THIS CHARTER 17 DEFINITIONS 17 REGION MAP 19 CUSTOMER CHARTER

4 ABOUT US Central Highlands Water is a regional water corporation providing high quality drinking water, sewerage, trade waste and recycled water services to customers in Ballarat and surrounding towns. Providing fully integrated catchment-to-tap-tocatchment water services, we collect, store, filter, disinfect and deliver water, and collect and treat wastewater. 04 CUSTOMER CHARTER 2016

5 PURPOSE This charter informs customers about our commitments and obligations to provide high quality water supply and sewerage services, and summarises your rights and responsibilities as a customer of Central Highlands Water. It includes a wide range of information about service and reliability standards, what to do when experiencing payment difficulties and how to obtain information about our operational policies and procedures. This charter also outlines our guaranteed service levels. DEVELOPMENT OF THE CUSTOMER CHARTER This charter incorporates the Essential Services Commission s (ESC) Customer Service Code for Urban Water Businesses, the agreed service standards contained within our ESC approved Water Plan and input from our customers. More information on the ESC Customer Service Code, our Water Plan, and this Charter, is available on our website at chw.net.au or by contacting us on PROVISION OF CHARTER This Customer Charter is available on our website together with other information to inform our customers about the services provided by our organisation and the rights and responsibilities of Central Highlands Water and of our customers. CONTACT US 24 hr emergency and service difficulties Ph: General enquiries Ph: Billing enquiries Ph: customer.enquiries@chw.net.au chw.net.au BALLARAT OFFICE 7 Learmonth Rd Wendouree VIC 3355 PO Box 152 Ballarat VIC 3353 Ph: Fax: Office hours Mon Fri: 8.15 am 5.00 pm COMMENCEMENT This charter is effective from 1 July MARYBOROUGH OFFICE 118 High St Maryborough VIC 3465 Ph: Fax: Office hours Mon Fri: 8.30 am 5.00 pm CUSTOMER CHARTER

6 STANDARDS AND CONDITIONS OF SERVICE AND SUPPLY 1 CONNECTION AND SERVICE PROVISION 1.1 Obligation to provide service Subject to water law and the Essential Services Commission s Customer Service Code, if a customer s property is connected to a system, Central Highlands Water will provide the relevant service in accordance with the Customer Service Code. 1.2 Obligation to connect Subject to water law, where a person requests connection to a service that is available, Central Highlands Water will connect or approve connection to the person s property within 10 business days, or such later date as agreed, if: (a) the customer has paid or agreed to pay all applicable connection fees; and (b) the customer has complied with all reasonable terms and conditions of connection imposed by Central Highlands Water. 1.3 Limits on recycled water services The supply of recycled water from Central Highlands Water is not a readily available service at present. However should such a service become more broadly available, Central Highlands Water may refuse to provide a recycled water service if the customer has not either entered into a recycled water agreement in a form acceptable to Central Highlands Water or otherwise received the consent of Central Highlands Water, and or paid or agreed to pay any applicable fees and charges. Central Highlands Water may discontinue a recycled water service if the customer breaches the applicable permitted use rules or if the recycled water poses a risk to public health and safety or environmental sustainability. Central Highlands Water will advise customers of the standards and requirements necessary for entering into a recycled water agreement or obtaining consent to connect. 1.4 Stormwater Central Highlands Water will not accept stormwater run-off and drainage flows to its sewerage systems. Disposal of stormwater run-off and drainage are a responsibility of the relevant local municipal council. 2 CHARGES 2.1 Variation Central Highlands Water may, subject to water law and ESC Determinations, vary charges to customers. Central Highlands Water will notify customers of any variation in charges for services on or with the first bill after the decision to vary the charges has been made. Central Highlands Water may calculate a pro rata charge to effect a variation in charges where the variation date falls within a billing period. 2.2 Schedule of charges Central Highlands Water will publish its schedule of approved fees and charges on its website and provide a copy to a customer upon request. 3 ENQUIRIES, COMPLAINTS AND DISPUTES If you have an enquiry, complaint or dispute please contact us, and we will endeavour to resolve the matter. General Enquiries: Ph: Hour Emergencies / Service Faults: Our Customer Resolution Officer is also available to assist where you have been unable to resolve a matter, (Ph: ). If a customer remains dissatisfied with the outcome of a complaint, see also complaint escalation processes under clause 3.1 (d), the matter may be referred to the Energy and Water Ombudsman at GPO Box 469D Melbourne VIC, 3001 or by telephone on Written complaints may be directed to: Customer Resolution Officer Central Highlands Water PO Box 152 BALLARAT VIC 3353 Written enquiries may be directed to: Central Highlands Water PO Box 152 BALLARAT VIC CUSTOMER CHARTER 2016

7 3.1 Enquiries and complaints policy Central Highlands Water has policies, practices and procedures for the handling of enquiries and complaints from customers and others affected by our operations which provide: (a) that if a written reply is requested it will take no more than 7 business days to respond to an enquiry or complaint, unless there is a longer prescribed statutory requirement or prior agreement is reached with the customer for a longer reply period for complex matters; (b) that a reply to a customer s enquiry or complaint will deal with the substance of the enquiry or complaint or tell the customer when they will receive such a reply if the enquiry or complaint is complex; (c) that the reasons for a decision are to be given to the complainant, including details of the legislative or policy basis for the reasons if appropriate; (d) a complaint escalation process that gives a customer the opportunity to: (1) contact our Customer Resolution Officer for assistance where they have been unable to satisfactorily resolve a matter (Ph: ); (2) raise the complaint to a senior manager within Central Highlands Water; (3) seek the review of any decision of Central Highlands Water by its Managing Director; and (4) provide information about referral to the Energy and Water Ombudsman (EWOV) and any other relevant external dispute resolution forum in the event that the level and is not satisfied with the response. (e) that Central Highlands Water is restricted in its ability to recover an amount of money which is in dispute until the dispute has been resolved; and (f) that a complainant is informed of the matters in paragraphs (a) to (e) above. 3.2 Resolution of disputes Central Highlands Water will endeavour to resolve in good faith any dispute directly with its customers and others affected by its operations. For the purposes of clause 3.1(e), Central Highlands Water may consider a dispute about non-payment resolved if: (a) it has informed the complainant of its decision on the complaint or any internal review of the complaint; and (b) 10 business days have passed since the complainant was informed; and (c) the complainant has not: (1) sought a further review under this clause; or (2) lodged a claim with EWOV or another external dispute resolution forum. Central Highlands Water will not consider a dispute resolved until any claim lodged with EWOV or another external dispute resolution forum has been finalised. 4 BILLING 4.1 Billing cycle Central Highlands Water will bill customers three times per year (one bill approximately every four months). Central Highlands Water may, at either the request of the customer or at its discretion, bill commercial customers or other customers with high water or recycled water usage, or for sewage disposal more frequently. 4.2 Meter readings Central Highlands Water will use reasonable endeavours to ensure that all customers have an actual meter reading every billing cycle, or otherwise at least once every 12 months. 4.3 Special meter readings Upon request by the customer Central Highlands Water will determine a customer s outstanding charges outside the normal billing cycle. Central Highlands Water may calculate the outstanding charges by: (a) arranging for a special meter reading at a charge payable by the customer (charge applies to a landlord for a tennanted property); or (b) providing an estimated bill at no cost to the customer. 4.4 Issue of bills Central Highlands Water shall issue a bill to: (a) a customer at the physical, postal or electronic address specified by the customer; (b) a customer s agent at the physical, postal or electronic address specified by the customer if the customer has made a written request to Central Highlands Water; or (c) any person authorised to act on behalf of the customer at the physical, postal or electronic address specified by that person. If no address has been specified, Central Highlands Water shall send the bill to the physical address of the property in respect of which the charges have been incurred, or to the customer s last known address. CUSTOMER CHARTER

8 4.5 Content of bills A bill issued by Central Highlands Water will contain the following information: (a) the date of issue; (b) the customer s billing address and account number; (c) the address of the property to which the charges in the bill relate; (d) the date on which the meter was read, or if the reading is an estimation, a clear statement that the reading is an estimation; (e) the amount the customer is required to pay; (f) the date by which the customer is required to pay; (g) the ways in which the customer can pay the bill; (h) information about help that is available if the customer is experiencing difficulties paying; (i) details of Central Highlands Water s enquiry facility, including a 24 hour service faults and difficulties telephone service number; (j) referral to interpreter services offered by Central Highlands Water; (k) any outstanding credit or debit from previous bills; (l) the total of any payments made by the customer since the last bill was issued; (m) information on concessions available and any concession to which the customer may be entitled; (n) the average daily rate of water or recycled water use at the property for the current billing period; and (o) the rate of interest payable on outstanding amounts and from what date it is to be applied. 4.6 Presentation of charges A bill issued by Central Highlands Water will separately itemise each charge, including: (a) any service charge to the property; (b) the usage charge for each service to the property; (c) any other charge in connection with the provision of services provided; and (d) any rates and other charges. 4.7 Presentation of customer water usage A bill issued to a residential customer will display a graphical illustration of the customer s current water and recycled water usage and, to the extent the data is available: (a) the customer s usage for each billing period over the past 12 months; and (b) a comparison of the customer s usage with the customer s usage for the same period of the previous year. 4.8 Adjustment of bills Central Highlands Water may recover from a customer an amount undercharged if: (a) except in the case of illegal use, the amount to be recovered is limited to the amount undercharged in the 12 months prior to Central Highlands Water notifying the customer that undercharging has occurred; (b) the amount to be recovered is listed as a separate item and is explained on or with the customer s bill; (c) it allows the customer to pay the amount to be recovered over a time period equal to the period in whichundercharging occurred, up to a maximum of 12 months; and (d) it allows the customer to pay the amount to be recovered through a flexible payment plan in accordance with clause 5.2. Central Highlands Water may identify an amount undercharged as a result of a customer s illegal use of water or recycled water by estimating the usage for which the customer has not paid. In respect of this amount, Central Highlands Water may exercise other rights available to it, including rights under clause 7. If Central Highlands Water overcharges a customer, it will; (e) inform the customer within 10 business days of becoming aware of the error; and (f) refund or credit the amount overcharged. 08 CUSTOMER CHARTER 2016

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10 5 PAYMENTS Customers must, subject to any alternative arrangements being agreed to by Central Highlands Water, pay accounts within 28 days from the issue of a bill. The due date will be printed on the bill. 5.1 Payment methods Central Highlands Water will accept payment from customers by methods described on the bill including: (a) in person at a Central Highlands Water Office or approved agency; (b) by mail; (c) by electronic means (including via Central Highlands Water s website, credit cards or telephone); Credit Card Payments 24 hours 7 days a week on Ph: or during business hours on Ph: (d) through a facility (if any) provided by a provider of income support (eg. Centrelink); and (e) by direct debit arrangement in accordance with any agreement between Central Highlands Water, the customer and the customer s bank; (f) in advance. Central Highlands Water will not require customers to agree to direct debit as a condition of service. 5.2 Flexible payment plans Subject to water law, Central Highlands Water will make flexible payment plans available to customers in accordance with the customer s capacity to pay. A flexible payment plan will: (a) state how the amount of the payments has been calculated; (b) state the period over which the customer will pay the agreed amounts; (c) specify an amount to be paid in each period; (d) be able to be renegotiated at the request of a customer if there is a demonstrable change in their circumstances; and (e) be confirmed to the customer in writing prior to or as soon as practicable after the flexible payment plan commences. Central Highlands Water is not required to offer a customer a flexible payment plan if the customer has, in the previous 12 months, had two flexible payment plans cancelled due to non-payment unless the customer provides reasonable assurance to Central Highlands Water that the customer will comply with the plan. 5.3 Payment difficulties Subject to water law, Central Highlands Water will assist customers on a case-by-case basis who have payment difficulties by: (a) making provision for alternative payment arrangements in accordance with a customer s capacity to pay including: (1) offering a range of payment options, including flexible payments in accordance with clause 5.2; or (2) redirection of the bill to another person for payment provided that person agrees in writing; (b) providing for written confirmation of an alternative payment method referred to in clause 5.3(a) to be sent to customers within 10 business days of an agreement being reached; (c) offering to extend the due date for some or all of an amount owed; (d) having policies stating any circumstances in which it will waive or suspend interest payments on outstanding amounts; and (e) where appropriate, referring customers to: (1) government funded assistance programs (including the Utility Relief Grant Scheme); or (2) an independent financial counsellor at no cost to the customer for the referral or counselling. (Generally such referrals will be to free financial counselling services, however Central Highlands Water would on a once only basis meet the costs of counselling for a customer when a free service is determined by Central Highlands Water not to be available). 10 CUSTOMER CHARTER 2016

11 5.4 Hardship policy Central Highlands Water has a hardship policy and applies it to customers who are identified either by themselves, Central Highlands Water or an independent accredited financial counsellor as having the intention but not the financial capacity to make the required payments in accordance with Central Highlands Water s payment terms. A copy of the hardship policy is available on Central Highlands Water s website at chw.net.au or by contacting our office during business hours. Central Highlands Water s Hardship Policy will; (a) provide internal assessment processes: (1) to determine a customer s eligibility using objective criteria as indicators of hardship; (2) designed to make an early identification of a customer s hardship; and (3) to determine the internal responsibilities for the management, development, communication and monitoring of the policy; (b) provide staff training about Central Highlands Water s policies and procedures and to ensure customers experiencing financial difficulties are treated with sensitivity and without making value judgments; (c) exempt customers in financial difficulties from supply restriction, legal action, and additional debt recovery costs while payments are made to Central Highlands Water according to an agreed flexible payment plan or other payment schedule; (d) state any circumstances in which it will waive or suspend interest payments on outstanding amounts; (e) subject to water law, offer a range of payment options in accordance with the customer s capacity to pay; (f) provide for written confirmation of any alternative payment method to be sent to customers within 10 business days of an agreement being reached; g) offer information and referral to government assistance programs (including the Utility Relief Grant Scheme) and no-cost independent financial counsellors; (h) offer information about Central Highlands Water s complaints policy, and the customer s right to lodge a complaint with EWOV and any other relevant external dispute resolution forum if their hardship claim is not resolved to their satisfaction by Central Highlands Water; (i) offer information on how to reduce water usage and improve water efficiency and referral to relevant government water efficiency programs; (j) detail the circumstances in which the policy will cease to apply to customers; and (k) provide for a review mechanism of the policy and its associated procedures. 5.5 Pensioner and health care card concession rebates Customers wishing to register for Pensioner and Health Care Card Concession Rebates, or enquire about their eligibility for rebates, should contact Central Highlands Water on with their details. Eligibility will need to be confirmed with either Centrelink or the Department of Veterans Affairs. 6 COLLECTION 6.1 Reminder notices If a customer fails to pay by the required date stated in the bill, Central Highlands Water must send a reminder notice in the same manner in which it sent the bill. 6.2 Final notices At least seven days prior to taking action for non-payment under clause 7, Central Highlands Water must send a payment warning notice (in the same manner in which it sent the bill) that: (a) specifies any assistance that is available to the customer, including information about EWOV (including EWOV s telephone number) and the water business s hardship policy; and (b) advises the customer that the bill is overdue and must be paid for the customer to avoid legal action or supply restriction; and (c) cautions that, if legal or restriction action is taken, the customer may incur additional costs in relation to those actions; and (d) specifies the date from which interest (if any) may be applied on outstanding amounts, and the percentage interest rate that may be applied; and (e) specifies that the water business might be able to recover outstanding amounts at the time of any sale of the customer s property (if the customer is also the property owner). CUSTOMER CHARTER

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13 6.3 Additional content of reminders and warning notices A reminder notice under clause 6.1 and a final notice under clause 6.2 must contain (in addition to the requirements of those clauses) all of the information listed in clause 4.5 except information about meter readings, usage, previous bills or past payments. 6.4 Interest and other charges Central Highlands Water may charge interest in accordance with water law, except in cases where its hardship policy provides otherwise. Central Highlands Water will inform customers when interest is to be applied to outstanding amounts. Central Highlands Water will not impose other charges in respect of outstanding amounts owed by a customer unless otherwise approved by the Essential Services Commission. 6.5 Dishonoured payment Central Highlands Water may recover from a customer an amount charged to Central Highlands Water by a financial institution due to: (a) a customer s cheque being dishonoured; or (b) a customer having insufficient funds available when paying by direct debit. 6.6 Charges over property Subject to water law, where a customer is liable to pay an amount in relation to a property owned by the customer, that amount is a charge on that property. 7 ACTIONS FOR NON-PAYMENT 7.1 Restriction and legal action Subject to clauses 7.2 and 7.3 Central Highlands Water may take legal action or restrict a customer s water or recycled water services for non-payment if: (a) more than 14 days have elapsed since the issue of a reminder notice referred to in clause 6.1; and (b) the customer has been sent a final notice referred to in clause 6.2 including information on Central Highlands Water s hardship policy and other programs that are available to help customers with payment difficulties; and (c) Central Highlands Water or its agent has attempted to make contact with the customer about the non-payment; and (d) the customer has been notified of the proposed restriction or legal action and the associated costs, including the cost of removing a restrictor; and (e) the customer has: (1) been offered a flexible payment plan under clause 5.2 and the customer has refused or has failed to respond; or (2) agreed to a flexible payment plan and has failed to comply with the arrangement. 7.2 Limits on restriction and legal action Central Highlands Water will not commence legal action or take steps to restrict a customer s service due to non-payment if: (a) the amount owed by the customer is less than $200, unless the customer has failed to pay consecutive bills in full over a period of not less than 12 months; (b) the customer is eligible for and has lodged an application for a government funded concession and the application is outstanding; (c) the customer has made an application under the Utility Relief Grant Scheme and the application is outstanding; (d) the customer is a tenant and: (1) the amount unpaid is owed by the landlord; or (2) the tenant has a claim against the landlord in respect of a water bill pending at the Victorian Civil and Administrative Tribunal; or (e) the amount in dispute is subject to an unresolved complaint procedure in accordance with Central Highlands Water s complaints policy. This clause does not restrict Central Highlands Water s rights under water law to pursue a debt owed to it by a person who is no longer a customer. CUSTOMER CHARTER

14 7.3 Additional limits on restriction Central Highlands Water will not take steps to restrict a customer s service due to non-payment if: (a) it is a Friday, public holiday, weekend, day before a public holiday, or after 3.00 pm; (b) the customer is registered as a special needs customer under clause 9.5; (c) Central Highlands Water believes that the restriction will cause a health hazard having taken into consideration any customer concerns; or (d) it is a day of total fire ban declared by the Country Fire Authority in the area in which the property is located. A restriction under clause 7 may reduce the supply of water, recycled water or non-potable water to no less than 2 litres per minute at the tap nearest the meter. 7.4 Removal of restrictions Central Highlands Water will restore a service restricted under this clause within 24 hours of becoming aware of the reason for restriction no longer persisting. 8 QUALITY OF SERVICES 8.1 Product quality In addition to complying with applicable requirements of health and environmental regulation, Central Highlands Water will provide a service in accordance with its approved service standards. Water quality monthly and annual reports for individual water districts are available on Central Highlands Water s website at chw.net.au, or by contacting its office during business hours. In some districts, towns or zones Central Highlands Water supplies non-potable water. Details of these areas are available on Central Highlands Water s website at chw.net.au or by contacting its office during business hours. In emergency situations, where drinking water quality is identified as not meeting the relevant microbiological health standards, Central Highlands Water is required in accordance with the Safe Drinking Water Act 2003 to take precautionary steps which may include issuing a recommendation that drinking water be boiled, or treated in some other way, prior to human consumption (see also clause 9.6). 8.2 Delivery quality (water service flow rates) Under normal operating conditions the minimum water supply flow rate available will be at least 10 litres per minute from a standard 20 mm diameter service (see clause 14 for larger diameter service flow rates) except to the extent that: (a) a property owner s infrastructure falls short of the required condition; (b) a service is provided via a private extension; (c) there is a drought or an emergency; (d) there is a water shortage due to peak summer demand; (e) there is an unplanned or planned interruption; (f) recycled water is reduced due to a shortage; (g) recycled water is reduced in accordance with Central Highlands Water s permitted use rules; (h) supply is restricted or disconnected in accordance with this Charter; or (i) water law provides. The flow rate is measured at the meter or the tap nearest the meter assembly. 8.3 Testing Central Highlands Water will test water service flow rates and water quality for compliance with clauses 8.1 and 8.2 upon the reasonable request of a customer. Central Highlands Water: (a) will advise customers prior to a test if a reasonable charge will be imposed if the test demonstrates compliance with clause 8.1; (b) will pay the cost of a test if the test demonstrates that Central Highlands Water is not complying with clause 8.1; and (c) may impose a reasonable charge on the customer in the event the test demonstrates compliance with clauses Rectification Central Highlands Water will rectify any deficiency in satisfying clauses 8.1 to 8.3 as soon as possible, or within a time agreed with the customer. 14 CUSTOMER CHARTER 2016

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17 9 RELIABILITY OF SERVICES 9.1 Obligation to provide reliable services Central Highlands Water has plans, systems and processes to manage its assets to provide reliable services. 9.2 Unplanned interruptions response Central Highlands Water is committed to responding to service difficulties in accordance with the following parameters (which include several of the service standards approved by the Essential Services Commission, as listed under Clause 14 of this Charter): (a) not exceeding five unplanned water supply interruptions for each customer in any 12 month period; (b) *rectifying any unplanned interruption to a customer s water supply within five hours of Central Highlands Water becoming aware of the interruption; (c) attending to all reported water bursts and leaks, and sewer blockages and spills within two hours from notification; (d) not exceeding three unplanned sewerage service interruptions for each customer in any twelve month period; (e) *rectifying any interruption to a customer s sewerage service, within five hours of Central Highlands Water becoming aware of the interruption; (f) *containing reported sewer spills within five hours of notification; and (g) other standards approved by the Essential Services Commission as listed under Clause 14 of this Charter. In cases where acts beyond Central Highlands Water s reasonable control (such as natural disasters) cause substantial system failure, Central Highlands Water may not be able to respond within the above parameters. * Note: Central Highlands Water will only be responsible for restoring interruptions to water supply and sewerage service and containment of spills where its system, or infrastructure for which it has a maintenance responsibility for under this Charter, has failed (see also diagram under clause 11.2). Central Highlands Water has operating procedures to: (1) minimise the impact of unplanned interruptions to services by restoring service as soon as practicable, and maintaining a 24 hour service difficulties assistance contact centre; and (2) provide customers with access to emergency supplies of drinking water in the event of an unplanned interruption to water services. 9.3 Bursts, leaks, blockages and spills In the event of a burst, leak or blockage in its systems, Central Highlands Water will: (a) promptly attend the site upon notification; (b) take action to rectify the situation taking into account the potential or actual impact on: (1) customers; (2) others affected by the failure; (3) property; and (4) the environment. (c) provide information about any unplanned interruption to a service through a 24 hour telephone facility which advises callers of the estimated duration of any interruption; (d) ensure that, in the event of a sewage spill on a customer s property, damage and inconvenience to customers and others affected is minimised; and (e) ensure that a sewage spill is promptly cleaned up and the affected area disinfected. 9.4 Planned interruptions information and response Subject to the limitations of clause 11.4, Central Highlands Water will inform affected customers in writing of the time and duration of any planned interruption to a service at least two business days in advance. Central Highlands Water has operational policies, practices and procedures in relation to providing customers with access to emergency supplies of drinking water in the event of a planned interruption to water services. CUSTOMER CHARTER

18 9.5 Special needs customers Central Highlands Water maintains a register of customers who require water for: (a) the operation of a life-support machine; or (b) other special needs that may be assessed on a case-by-case basis by Central Highlands Water; Central Highlands Water will contact customers registered under this clause: (1) as soon as possible in the event of an unplanned interruption to a service; and (2) at least 4 business days before a planned interruption unless a longer period of notice is requested by a customer in which case that longer notice will be given if it is reasonably necessary and able to be accommodated by Central Highlands Water. In all cases Central Highlands Water will endeavour to minimise inconvenience to these customers. Customers with special needs are encouraged to contact Central Highlands Water (Ph: ) during business hours to ensure their details are registered and updated when changes occur. 9.6 Customer obligations drought, emergency or permanent water saving plans In accordance with water law Central Highlands Water may restrict or prohibit the supply or use of water in accordance with, amongst other things, an approved drought response plan, water restrictions by-law, an emergency or any permanent water saving plans. Penalties may be applied, in accordance with water law, where customers do not comply with any lawful direction of Central Highlands Water to comply with any of the above. 11 WORKS AND MAINTENANCE 11.1 Water service pipe maintenance Subject to the limitations and exceptions listed under (b) of this clause, Central Highlands Water will maintain: (a) Central Highlands Water will maintain the water service pipe from Central Highlands Water s water main up to: (1) The first water meter installed after the water main; or (2) If no meter assembly is installed within 2 meters of the property boundary or there is no accessible stop valve; (b) Central Highlands Water will maintain a galvanised iron property service pipe for which it has obligations for under (a) if it is leaking. Where Central Highlands Water is required to replace a galvanised iron property service pipe (main to meter) to a single residential property the customer s contribution will be limited to the payment of the first $500 (excluding GST) of the cost of replacement. Property owner obligations: (1) The owner of a serviced property must take all reasonable steps to maintain and keep in good working order all parts of the private water supply works. (2) The owner of a serviced property must take all reasonable steps to maintain and keep in good working order all pipes and fittings of a private fire service, including all stop valves after the water main, but excluding any of the relevant water corporations water meters. Water corporation obligations: (1) The relevant water corporation must take all reasonable steps to maintain and keep in good working order all parts of the property service works. 10 RECONNECTION Central Highlands Water will promptly reconnect a customer s property which has been disconnected upon: (a) the reason for disconnection no longer persisting; or (b) receipt of a written undertaking by the customer, to comply with Central Highlands Water s conditions, in a form acceptable to Central Highlands Water; and (c) payment by the customer of any reasonable charge imposed by Central Highlands Water. 18 CUSTOMER CHARTER 2016

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20 11.2 Sewerage service and connection maintenance Central Highlands Water will maintain its sewerage system (including all pipes, fittings, access chambers, connection points and any other apparatus) installed by Central Highlands Water or Contractors on its behalf for the purposes of providing a sewerage service to a property. Central Highlands Water will not maintain the property owner s infrastructure (including any pipes, fittings, inspection openings, jump ups, reflux valves, access chambers or other apparatus) installed for the purposes of connecting either a single property, or multiple properties via a common pipeline (eg. body corporate arrangements and combined drains), to the sewerage system. CHW Maintain You Maintain 11.3 Worker identification Representatives of Central Highlands Water will not enter a customer s property without appropriate identification. Central Highlands Water will, in accordance with water law, give customers at least 7 days notice of our intention to enter a customer s property, unless; it is an emergency; an inspection to verify compliance with water law or its by-laws; inspecting or measuring any septic tank system; for the reading of a meter; or a customer gives consent. A representative of Central Highlands Water entering a property except for the purpose of reading an accessible meter, must either: (a) notify any occupant present of the representative s purpose for entry; or (b) if no occupant was present at the property, leave a notice stating the representative s identity, and the date, time and purpose of entry Keys held by Central Highlands Water If Central Highlands Water holds keys to a customer s premises, the keys must be held in safe custody and returned to the customer upon notification of the customer s vacation of the relevant property or if access is no longer required. 20 CUSTOMER CHARTER 2016

21 12 INFORMATION 12.1 Enquiries Central Highlands Water will provide the following information to customers on request through its enquiries line: (a) account information; (b) bill payment options; (c) concession entitlements; (d) programs available to customers who are having payment difficulties, including Central Highlands Water s hardship policy; (e) information about Central Highlands Water s complaint handling procedures; and (f) information about the Energy and Water Ombudsman (Victoria) scheme. More information on matters discussed in clauses 12.3 to can be obtained by calling Central Highlands Water s enquiry line on Fees for information or advice Unless stated otherwise in this Charter, Central Highlands Water will not charge a fee for the provision of information or advice required under this Charter to customers or others affected by its operations Permitted use Central Highlands Water will inform relevant customers, at least annually, of its required limits on the permitted use of recycled water, non-potable water and its sewerage service which at least reflect: (a) health regulation and environmental regulation; and (b) the limits referred to in clause 1.3 in respect of recycled water Trade waste In accordance with its Trade Waste Charter Central Highlands Water will advise customers of the standards and requirements necessary for entering into a trade waste agreement or obtaining a consent and must comply with the requirements in the Trade Waste Customer Service Code in relation to the provision of information to trade waste customers Sustainable use of water Central Highlands Water will provide information to customers about the sustainable use of Victoria s water resources and how customers may conserve water. For more information go to chw.net.au, or contact our office during business hours Water reuse Central Highlands Water will provide information to customers upon request about lawful and practical possibilities for the reuse of water. For more information go to chw.net.au, or contact our office during business hours Billing history Upon request by a customer, Central Highlands Water will provide the customer s account and usage history for the preceding seven years within 10 business days, or other period by agreement. Central Highlands Water may impose a reasonable charge for providing a customer s account and usage history held beyond seven years in accordance with the relevant Public Record Office Standard General Disposal Schedule for the Records of Water Authorities. CUSTOMER CHARTER

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23 12.8 Regulatory information Central Highlands Water will provide to customers upon request any regulatory instruments, other than primary legislation under which it operates, including the Customer Services Code Communication assistance Customers may contact Central Highlands Water through an interpreter service by dialling Customers who are speech and or hearing impaired may call Central Highlands Water through the National Relay Service by dialling and quoting (03) Central Highlands Water will publish, and provide upon request, its customer charter in languages other than English to the extent required under the guidelines issued by the Victorian Office of Multicultural Affairs Customer obligations Customers have certain obligations under water law. Some of these obligations include but are not limited to: (a) paying for the cost of all water supplied to the property until the meter is read, or until the end of the billing period after the customer has vacated the property, unless Central Highlands Water is advised within 48 hours of the customer vacating the property; (b) paying for the cost of all water supplied to the property since the meter was last read unless Central Highlands Water is advised within 48 hours of the customer occupying the property; (c) ensuring that each water meter is accessible by Central Highlands Water; (d) maintaining the property owner s infrastructure upon notice by Central Highlands Water; (e) removing trees upon request of Central Highlands Water; (f) seeking the consent of Central Highlands Water for any building or construction work which might interfere with a service or system; (g) not altering any works connected to Central Highlands Water s works without Central Highlands Water s consent; (h) observing restrictions imposed by Central Highlands Water in accordance with water law. Central Highlands Water will use reasonable endeavours to keep customers informed of their obligations Privacy Central Highlands Water is committed to protecting its customers privacy. From 1 September 2002 Central Highlands Water has been bound by the Victorian Information Privacy Act Since 1 July 2002 Central Highlands Water has also been bound by the Health Records Act Central Highlands Water s Corporate Privacy Statement is an outline of certain matters relating to the collection and handling of customers personal information. A further explanation of Central Highlands Water s privacy practices is set out in its Privacy Policy, which is available upon request or from our website at chw.net.au. Customers may also contact Central Highlands Water s Privacy Officer for further information or to lodge a complaint if they have concerns about their private information held by Central Highlands Water. Written enquiries or complaints should be directed to: Privacy Officer Central Highlands Water Confidential PO Box 152, Ballarat VIC 3353 Ph: CUSTOMER CHARTER

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25 13 GUARANTEED SERVICE LEVELS Central Highlands Water is committed to providing high quality services to its customers. If it fails to meet the service standards (for residential customers only) detailed below under Clause 13(c) it will credit the Guaranteed Service Level (GSL) rebate to the affected customer s next account (see also exclusions listed under 13(d) below). (a) Any GSL rebate available to customers under this Charter will be applied automatically in the event that customer entitlement to the GSL rebate arises. (b) Any GSL rebate will be applied to a customer s account as soon as practicable after a customer entitlement to the GSL rebate arises. (c) GSL Rebates will apply if Central Highlands Water fails to meet any of the following service standards: 1. Rectifying any unplanned interruption to a customer s water supply within five hours of Central Highlands Water becoming aware of the interruption. 2. Not exceeding five water supply interruptions for each customer in any twelve month period. 3. If a water service pipe, for which Central Highlands Water has responsibilities to maintain under this Charter, is leaking Central Highlands Water will fix it within five business days of becoming aware of the leak. 4. Rectifying any interruption to a customer s sewerage service within five hours of Central Highlands Water becoming aware of the interruption. 5. Not exceeding three sewerage service interruptions for each customer in any twelve month period. 6. Restricting the water supply of, or taking legal action against, a residential customer prior to taking reasonable endeavours (as defined by the Essential Services Commission) to contact the customer and provide information about help that is available if the customer is experiencing difficulties paying (d) GSL rebates will not be paid when the event leading to the service standard failure is caused by, or is the responsibility of, the customer or a third party. GSL rebates will not be paid to non-residential customers. Approved service level obligation No more than five unplanned water interruptions within any 12 month period Unplanned interruptions to sewer service not rectified within five hours No more than three unplanned sewerage service interruptions in a 12 month period Leaking water service not fixed within five business days Unplanned interruptions to water supply not rectified within five hours Restricting the water supply of, or taking legal action against, a residential customer prior to taking reasonable endeavours (as defined by the Essential Services Commission) to contact the customer and provide information about help that is available if the customer is experiencing difficulties paying Approved payment ($) CUSTOMER CHARTER

26 14 APPROVED SERVICE STANDARDS The Essential Services Commission has approved the following service standards for Central Highlands Water: Water Measure Maximum number of unplanned water supply 20.3 interruptions per year (per 100km of main) Average time to attend reported Priority 1 45 bursts and leaks (minutes) Average time to attend reported Priority 2 70 bursts and leaks (minutes) Average time to attend reported Priority bursts and leaks (minutes) Unplanned water supply interruptions, 98.7 restoration of supply within 5 hours (percentage) Time off water supply for unplanned interruptions 13 (average minutes per customer per year) Frequency of unplanned water supply interruptions 0.1 (average number per customer per year) Water Measure Duration of unplanned water supply 120 interruptions (average minutes per interruption) Customers experiencing more than 5 unplanned 0.0 water supply interruptions (number per year) Planned water supply interruptions, restoration 92.6 of supply within 5 hours (percentage) Planned interruptions, time off water supply 12 (average minutes per customer per year) Frequency of planned water supply interruptions 0.1 (average number per customer per year) Duration of planned water supply interruptions 200 (average minutes per interruption) Unaccounted for water % % % % % Recycled water target (per cent) 1,790 ML 1,820 ML 1,870 ML 1,890 ML 1,900 ML Biosolids reuse Environmental discharge indicators (per cent) Drinking Water quality indicators (per cent) Water service flow rates (Service diameter millimetres) 20 mm 25 mm 32 mm 40 mm 50 mm Minimum flow rate (litres per minute) See clause 8.2 for exceptions Sewerage Measure Maximum number of sewerage blockages per year (per 100km of main) Average time to attend reported sewerage 45 spills and blockages (minutes) Average time to rectify a reported sewer 120 blockage (minutes) Spills contained within 5 hours (percentage) 100% Customers receiving more than 3 sewer 0 blockages per year (number) Customer service Measure Maximum number of complaints to the 0.6 EWOV (per 1000 customers per year) Telephone calls answered within 30 seconds % % % % % 26 CUSTOMER CHARTER 2016

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28 SEPARATE WRITTEN AGREEMENTS A separate written agreement for the provision of a service made before 1 November 2004 need not comply with the Customer Service Code. A separate written agreement made after 1 November 2004 need not comply with the Customer Service Code if the agreement does not extend beyond 30 June A separate written agreement made after 1 November 2004 to apply beyond 1 July 2005 for the provision of a service cannot reduce the rights of a customer provided or implied in the Customer Service Code unless Central Highlands Water can demonstrate that satisfying the Code requirements is not practical and Central Highlands Water expressly identifies any material departures from the Code to the customer in writing. Central Highlands Water will generally not enter into separate written agreements to provide products and services that do not meet our approved service standards or obligations under the Customer Service Code. AMENDMENTS TO THIS CHARTER To amend this Charter Central Highlands Water (CHW) must submit the proposed variations to the Essential Services Commission (ESC), with details of customer consultation undertaken, for the ESC to review and assess compliance with its Customer Services Code and CHW s approved service standards. The ESC may require Central Highlands Water to vary any proposed amendments. Central Highlands Water may also be required by the ESC to amend its Charter to comply with any changes to the ESC s Customer Service Code. DEFINITIONS approved service standards means standards and conditions of service and supply approved by the Commission under clause 15 of the Water Industry Regulatory Order. available means that the property is a declared property in respect of that service under section 144 of the Water Act billing period means any period for which a customer s bill is calculated. business day means a day on which banks are open for general banking business in the city or town in which the water business s head office is located, not being a Saturday or a Sunday. Commission means the Essential Services Commission established under the ESC Act. complaint means a written or verbal expression of dissatisfaction about an action, proposed action or failure to act by a water business, including a failure of the water business to observe its published policies, practices or procedures. customer means a person who is: (a) an owner and occupier of a property connected to a water business s system; (b) an owner of a property which is connected to a water business s system but is not an occupier; (c) an occupier of a property that is connected to a water business s system and is liable for usage charges; (d) an owner of a property that is not connected but to which a service is available from a water business and the water business imposes a service charge. disconnect means to physically prevent the flow of water, recycled water or sewerage. drinking water has the same meaning as in the Safe Drinking Water Act electronic address means an or internet address supplied by a customer to a water business for the purpose of the receipt of bills and other service related communications. eligible concession card means a Commonwealth Government-issued Pensioner Concession Card, Commonwealth Government-issued Health Care Card or a Department of Veterans Affairs Repatriation Health Card (Gold Card). 28 CUSTOMER CHARTER 2016

29 enquiry means a written or verbal approach by a customer which can be satisfied by the water business providing written or verbal information, advice, assistance, clarification, explanation or referral about a matter. enquiry facility means a telephone call centre and may also include an on-line information facility or an over-the-counter information service. environmental regulation includes applicable requirements of the Environment Protection Authority and (insofar as they relate to planning and environment matters) of local councils. ESC Act means the Essential Services Commission Act EWOV means the Energy and Water Ombudsman (Victoria). external dispute resolution forum includes Consumer Affairs Victoria and the Victorian Civil and Administrative Tribunal. financial year means a year ending 30 June. GSL rebate means any form of payment or compensation made to a customer by a water business due to a breach of the water business s stated obligations under a guaranteed service level scheme as approved by the Commission. health regulation includes the Safe Drinking Water Act 2003, the Food Act 1984, the Health (Fluoridation) Act 1973 and other applicable requirements of the Department of Human Services. interruption means in the case of a customer s water or recycled water supply, a total loss of flow from a water business to a customer. meter assembly means the apparatus consisting of a meter, stop valve, strainer and any additional valves, but does not include a backflow prevention device installed downstream of the outlet of the meter. non-potable water means water that is the subject of a declaration made by the Minister under section 6 of the Safe Water Drinking Act 2003, known under that Act as regulated water. occupier means a person in occupation of a property to which a service is available, including: (a) a tenant or caravan park resident registered as such with the water business, for the period of such registration; or (b) the property owner. permitted use rules means a water business s requirements under clause planned interruption means a scheduled interruption to a service to a customer which is caused by a water business to allow routine maintenance or augmentation to be carried out. property owner s infrastructure includes the customer s pipes, backflow prevention devices and other equipment of the customer connected to a system. reasonable charge means a fee or charge that is approved or specified by the Commission in accordance with clause 8 of the Water Industry Regulatory Order. regional water business means a regional urban water authority constituted under the Water Act 1989 or its successor. service means a water supply service including a reticulated non-potable water supply service, a recycled water supply service or a sewerage service. system means a water business s physical infrastructure for providing a water supply service, a recycled water service or a trade waste or sewerage service. trade waste has the meaning given to that term in the relevant water law. Trade Waste Customer Charter refers to the Central Highlands Water Trade Waste Customer Charter prepared in accordance with the Trade Waste Customer Service Code. Trade Waste Customer Service Code refers to the Commission s Trade Waste Customer Service Code: Urban Water Businesses which places additional obligations on water businesses and Melbourne Water specific to the management of trade waste services. TTY service means a facility to enable a deaf or hearing impaired person to communicate by telephone through the use of a telephone typewriter. unplanned interruption means an interruption to services to a customer caused by a fault in the water business s system or a fault which is the maintenance responsibility of the water business. water law means the relevant requirements contained in or made under the Water Act 1989 and the Water Industry Act CUSTOMER CHARTER

30 REGION MAP Navarre Redbank Landsborough Bowenvale Timor Havelock Sugarloaf Reservoir Avoca Lead Dam Alma Bung Bong Daisy Hill Maryborough Centenary Reservoir Craigie Majorca Tullaroop Reservoir Amphitheatre Talbot Raglan Beaufort Skipton Pittong Lexton Lexton Reservoir Lake Burrumbeet Carngham Snake Valley Talbot Reservoir Linton Evansford Reservoir Waubra Clunes Learmonth Newlyn Lake Creswick Learmonth Cosgrave Reservoir Dean Burrumbeet Miners Rest Dean White Swan Reservoir Ballarat Reservoir Wilson s Reservoir Gong Gong Reservoir Haddon Smythesdale Scarsdale Broomfield Napoleons Smeaton Kingston Kirk s Wallace Reservoir Bungaree Gordon Buninyong Daylesford Lal Lal Reservoir Wombat Reservoir Moorabool Reservoir Hepburn Springs Hepburn Reservoir Bullarto Reservoir Blackwood Colbrook Reservoir Ballan Kilometres Enfield Dereel Corindhap Rokewood LEGEND Water pipeline Recycled water Wastewater treatment plant Water treatment plant Major road Lake and reservoir Water district Sewer district 30 CUSTOMER CHARTER 2016

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32 Central Highlands Water 7 Learmonth Rd Wendouree VIC 3355 PO Box 152 Ballarat VIC 3353 P: F: E: customer.enquiries@chw.net.au chw.net.au SD06