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24 August 2021

Coliban Water is standing by its customers as the coronavirus (COVID-19) pandemic continues.

Executive General Manager Customer, Community and Stakeholder Lauren McLean said the organisation is committed to supporting its customers and serving the community.

“We know many of our customers will be experiencing additional stress, pressure or financial changes during this time. We are here to support you,” Ms McLean said.

It comes as the Essential Services Commission has released a new report and strategy that found the coronavirus pandemic has had a significant economic, mental and emotional impact on people, especially those who were already vulnerable. 

The strategy aims to break down the barriers people face in accessing essential services like clean drinking water.

“This report and strategy are a timely reminder that we are here to help. We have implemented a range of support systems on top of our standard hardship policy, which aim to ease financial stress for our customers.

“We have adopted the national coronavirus support principles. These principles, agreed by the National Cabinet of Australia, support residential and small business customers who are facing financial difficulty as a result of coronavirus.

“If you are experiencing financial stress for any reason, please get in touch with us as soon as possible to see how we can help,” she said

As well as flexible payment arrangements and concessions, customers can be referred to financial counsellors and other support agencies.

“There’s no one-size-fits-all approach to the ways we support our customers. We have payment arrangements whereby the payments may not meet the cost of their yearly usage, but allow the customer to make small payment amounts that align with their financial situation. 

“Some customers will also be eligible for milestone debt waivers and payment matching. And I would encourage customers to check with us if they qualify for a Utility Relief Grant or the Community Rebate Program,” she said.

Customers can also request a water audit be undertaken to help customers experiencing vulnerability understand how they could control their bills by reducing their water consumption.

The organisation’s long-term programs such as direct debit, payment plans, payment extensions, concessions and rebate programs are still in place and available to customers.

“Our website has a huge amount of resources and online forms. If it’s billing information you’re after or you need to change your details, jump on our website to find the information or form you need,” she said.

For more information on how Coliban Water is responding to coronavirus and how we can help you, visit our website www.coliban.com.au/covid-19 or call us on 1300 363 200.

Last updated on 24 Aug 2021
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