We know an extended interruption to your water supply, poor water pressure, other water quality issues, a Boil Water Advisory or sewer spill can be inconvenient - and not the standard of service we've committed to as a customer-funded service provider.
That’s why we introduced a program of Customer and Community Rebates.
The program helps us remain accountable to the customers who fund our business through their water bills. The various Customer and Community Rebates are a tangible way we can acknowledge those occasions where do not meet customer expectations.
We regularly review our performance throughout the financial year. Customer Rebates are paid via a direct credit to impacted customers’ bills. While Community Rebates are made available via an expression of interest process.
Applications for the recent round of Community Rebates have now closed for the towns of Boort, Cohuna, Echuca, Gunbower, Heathcote and Lockington and recipients have been announced here.
Apply now or read our Terms & Conditions.
Customer Rebates
If you experience a service issue, such as a water supply outage or poor water quality, may be eligible for a rebate.
To read more about our service costs, see our fees and charges.
Service Standard |
2018-2022 |
2023-2028 |
| Sewer intrusion into your house contained within an hour. | Cleanup cost + $300 | Cleanup cost + $360 |
| Sewer intrusion into your house not contained within an hour. | Cleanup cost + $1,000 | Cleanup cost + $1,200 |
| Sewer intrusion into your house contained instantly (blown seal). | First time: $50 Subsequent times: $100 |
First time: $60 Subsequent times: $120 |
| Greater than 3 sewer blockages in financial year. | $100 | $120 |
| Greater than 4 water outages in financial year. | $50 | $60 |
| Rural customers receive less than 100 per cent of their water allocation in a year. | Infrastructure Charge refund | Infrastructure Charge refund |
| Unplanned water supply outage not restored within 5 hours. | $50 | $60 |
| Planned water supply outage during peak times. | $100 | $120 |
| Reasonable endeavours to contact customers. | $300 | $360 |
| We fail to remove a restrictor from your water meter within 24 hours of you paying your bill or making a payment plan. | $300 | $360 |
| Poor quality drinking water for 6 months or more due to our infrastructure or treatment processes. | Equivalent to 25% of the Water Access Fee | Equivalent to 25% of the Water Access Fee |
| Special Meter Read not completed within 2 business days of the requested day. | Special Meter Read fee refund | Special Meter Read fee refund |
| Poor water pressure and/or flowrate for a prolonged period that prevents day to day tasks. | $5,000 Community Rebate | 25% Water Access Charge discount |
| Negative impact on living amenity due to construction works. | N/A | Tier 1: Fair and reasonable contribution Tier 2: 25% Water Access charge discount |
Community Rebates
Applications for Community Rebates have now opened in the towns of Boort, Cohuna, Echuca, Gunbower, Heathcote and Lockington.
Apply now or read our Terms & Conditions.
Service Standard |
2018-2022 |
2023-2028 |
| Significant sewer spill to waterway or the environment. | $20,000 | $10,000 |
| Short-term aesthetic water quality issue (taste, smell, colour). | $5,000 | Discontinued |
| We advise customers to boil water or not to consume water because of a water quality issue. | $5,000 | $6,000 |
| Unplanned water supply outage longer than 5 hours, for more than 100 customers. | N/A | 25% Water Access Charge discount |
Victorian government Community Rebate Program
The Community Rebate Program aims to reduce water bills for community members who are concession card holders or those who are in financial hardship, through a free water audit.
Find out if you are eligible here.
Last updated on 27 Sep 2023