Community groups in Kyneton and Malmsbury will have the opportunity to benefit from two $5,000 rebates in response to a water supply interruption in April, which resulted in a Boil Water Advisory for the communities.
Executive General Manager Customer and Stakeholder Experience Lauren McLean said incidents like these are inconvenient for our customers and the rebates will be paid as part of the organisation’s Customer and Community Rebates program.
“We know service supply interruptions impact customers and businesses in small communities. It does not reflect the standard of service we’ve committed to and we have apologised to those customers.
“We also applied a small credit to our customers’ latest Coliban Water bill. Those customers who experienced a water supply interruption of more than five hours have received a $50 Customer Rebate,” Ms McLean said.
A $30 credit has been applied for customers who experienced a supply interruption of less than five hours. While not covered by the Customer and Community Rebate program, this amount will be applied as a goodwill gesture.
“We have identified eligible properties, and the relevant amount has been automatically credited to customers’ accounts, which will be visible on their next bill.
“As a wholly customer-funded service provider, the account credits are a tangible way we can acknowledge that we did not meet customer expectations on this occasion.
“We continue to assess what caused the water main to burst and will use the results to help us to avoid similar incidents in the future, to minimise impacts to our customers and the environment,” Ms McLean said.
The Community Rebates will be awarded following an expression of interest process and are designed to provide the whole community with a financial benefit and added support for community-directed projects and initiatives.
More information about the Customer and Community Rebates available for Kyneton and Malmsbury can be found at https://connect.coliban.com.au/kyneton-malmsbury-community-rebate
Last updated on 11 May 2023