Supporting our customers in more ways than one
More than $1 million has been distributed to customers experiencing payment difficulties, including approximately $570,000 via the Coliban Assist program.
Executive General Manager Customer and Stakeholder Experience, Lauren McLean, said whilst the number of customers requiring assistance was growing, she was glad Coliban Water could help in a meaningful way.
“Our Coliban Assist program is the cornerstone of our customer support focus and aims to ensure any customer experiencing vulnerability can be supported.
“It is designed to save water, time and money for our customers, and in the last 12 months alone, we’ve supported approximately 3,000 customers in this way,” she said.
The program includes Plumber Assist, leak detection, concessions, bill smoothing and payment matching.
“For example, via Plumber Assist we can provide essential plumbing repairs in your home for free if you’re experiencing financial difficulty,” Ms McLean said.
“Eligible customers can receive a free water audit and if leaks are found, the plumber can complete minor repairs such as adjusting leaking taps, replacing old shower heads or fixing inefficient toilets.”
In addition to Coliban Assist, the remainder of the $1 million was reached via utility relief grants which have been processed.
“These grants help those in financial crisis,” Ms McLean said. “You can consider applying if you need financial assistance to pay your water or sewer account.
“These grants are funded by the Department of Families, Fairness and Housing, and we encourage you to speak with us to discuss your options.
“We hope to reach customers who may need help as early as possible, to consider support options with them before it becomes urgent.”
Those experiencing short or long-term payment concerns, or family violence, are encouraged to speak with Coliban Water’s Customer Support Team on 1300 363 200, during business hours.
“Our team loves to chat, and no matter your circumstances, we encourage you to call us – you might be surprised what you are eligible for. We can discuss your options and are trained to provide confidential advice, support or referral to other services if required.
Customers with a concession card may be eligible for a concession and can apply by completing our Apply for a Concession online form or contact us for assistance.
Information is also available online at coliban.com.au/coliban-assist