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Customer Charter Summary

Customer Charter Summary

This is a summary of our Customer Charter, outlining the water and sewerage services we provide.

Our commitments

Our Customer Charter outlines the services we provide and the importance we place on the provision of excellent service. It provides an overview of our commitments to you, our responsibilities and obligations (and yours) under the Water Act 1989 and informs you of your responsibilities and rights as a customer of North East Water. This is a summary of our Customer Charter. A full copy is available for all customers here. Or a PDF of this summary version can be downloaded here.

This summary can be converted to a language of your choice using the 'Language' button on the top right side of this web page.


Our service levels

North East Water is committed to providing you high quality water and sewer services. We are also committed to providing timely and efficient communication and response times in relation to service interruptions and leaks. The following service level targets have been approved by the Essential Services Commission (ESC). A full list is available through our website at newater.com.au.

Water action Target*
Priority 1 bursts & leaks
A burst or leak that causes or has  potential to cause substantial damage  or harm to customers, water quality,  flow rate, property or environment.
30 minutes to attend
Priority 2 bursts & leaks
A burst or leak that causes or has potential to cause minor damage or harm to customers, water quality, flow rate, property or environment.
30 minutes to attend
Priority 3 bursts & leaks - 240 minutes to attend
A burst or leak with no discernible impact on customers, property or environment.
240 minutes to attend 
Customers experiencing more than  5 unplanned water supply interruptions  in the year (number). 375
Average duration of unplanned water supply interruptions (minutes) 100
Average duration of planned water supply interruptions (minutes) 95

 

Sewer action Target*
Average time to attend sewer  spills and blockages (minutes) 30
Average time to rectify a  sewer blockage (minutes) 140
Customers receiving more than  3 sewer blockages in the year (number) 14
Spills contained within five hours (per cent) 100

*Averaged across the year


Guaranteed service level program

We take our service level promises seriously and strive to achieve our agreed targets. We provide additional support for our service levels through our Guaranteed Service Level (GSL) program. GSLs are a guarantee to our customers that they will be supplied with a minimum level of service. If we fail to meet minimum service levels, a payment will be made by North East Water to the affected customer. Our GSL program acknowledges that our service level targets are based upon an average response time and do not indicate the extent to which some customers may experience below average performance. This program does not detract from our commitment to work with each customer who may be impacted by service issues. We will work individually with any affected customers to ensure our response recognises the specific impacts on each particular customer.

Service level obligation Rebate payable on breach
No more than 5 unplanned water interruptions per household,  within any 12 month period $50
Sewage spill in a house caused by the business or a failure of the business’ system(s) not contained within 1 hour  of notification. $1000
Zero water supply restrictions applied to any residential customer prior to taking reasonable endeavours to contact the customer and provide information about help available if the customer is experiencing difficulty paying.

$300


Planned works notifications

We will provide two business days notice of our intention to interrupt, postpone or limit the supply of water or sewer services to your property for planned maintenance works.


Maintenance responsibilities

We are responsible for:

  • maintaining the water service up to, and including the water meter (in some cases our responsibility ends at your property boundary or the first accessible stop tap)
  • maintaining the stop valve at the main on a private fire service
  • sewer services, maintaining the house connection drain to the inspection opening or a maximum of one meter from the property boundary
  • the sewer main up to the inspection opening or a maximum of one meter from the main if it’s located inside your property

You are responsible for:

  • all plumbing and pipework from our water and sewer connection points to your property
  • fire services from the isolation valve at the main
  • damage and associated costs to the water meter, isolation valve or service pipe that is not general wear and tear
  • ensuring backflow prevention devices and private fire services are installed, maintained and replaced in accordance with plumbing standards
  • notifying us of any damage to, or the loss of, a water meter within two business days
  • clearing sewer blockages in your house connection drain up to the inspection opening or house connection branch.

If you are uncertain who is responsible for a maintenance issue, please call us on 1300 361622.


Entry to your property

Under the Water Act 1989 North East Water representatives have a right to enter your property for purposes including reading meters and to attend to emergencies. In non‑emergency situations we must provide 7 days written notice, unless consent is provided. When entering your property all North East Water representatives will be easily identifiable by their uniform and name badge.


Domestic and family violence

Domestic and family violence poses substantial risk to the health and wellbeing of our customers and we actively endorse measures to support those affected. We have comprehensive processes to support people experiencing domestic and family violence. Support will be respectful and sensitive with a focus on safety and wellbeing as well as debt or payment assistance. Information about our approach to domestic and family violence is available on our website.


Charges and accounts

We bill our customers for:

  • Water service - the fixed daily charge, calculated daily and billed quarterly to the owner of every property or dwelling connected to the water supply system
  • Water usage - the price per kilolitre (1,000 litres)  of water delivered to the property as measured  by the water meter, billed to the owner or occupier of any property connected to the water service
  • Sewer service - the fixed daily charge, calculated  daily and billed quarterly to the owner of every property or dwelling connected to the sewer system
  • Trade waste - which applies to industrial and commercial customers only.

Where a residential property is tenanted, the tenant is responsible for the water usage charge, providing the tenancy and associated dates have been notified to North East Water (as required under the Water Act 1989). Property owners are responsible for all other charges.

Should you have been under or overcharged we will promptly inform you and issue a credit or refund against your account. We will limit any recovery of undercharged amounts to 4 months.


Customer accounts

Customer accounts are issued every 3 months in line with our quarterly meter reading cycle. Your account will be sent to the address specified by you or to your nominated agent. The account is easy to understand and clearly shows usage and service charges. The tariffs used to calculate your amount owing are reported on the account.

We will notify you on the first account following  any decisions by the Essential Services Commission to vary our charges.


Account payment options

North East Water offers customers 28 days from the date of issue to pay accounts. North East Water accepts the following payment methods (also outlined on your account):

  • Online
  • BPay and BPayView
  • Direct debit
  • Phone
  • In person
  • Mail
  • Centrepay automatic payments

It is important to let us know if you are having difficulty paying your account. We can then discuss alternative methods of payment, flexible payment plans, our Customer Support Policy and/or explore government assistance and concession options. Please contact us on 1300 361 633 to discuss this further.


Concessions and Entitlements

North East Water is pleased to offer eligible  customers assistance through a range of  concessions and entitlements including:

  • Centrelink and Department of  Veterans Affairs concessions
  • rebates for not‑for‑profit organisations
  • government funded assistance programs
  • free independent financial counsellor advice
  • concessions on water volume charges for customers on life support machines including haemodialysis
  • concession for customers with a severe medical condition requiring frequent bathing
  • a reduction on water usage charges for residential and not‑for‑profit customers who incur high water volume charges due to an undetectable leak (conditions apply, once every 5 years only).

Enquiries and complaints

If you have an enquiry or complaint, please contact our head office on 1300 361 622 or send an email to info@newater.com.au. We will attempt to resolve your enquiry or complaint at the first point of contact, however if you request a written response, we commit to responding within ten business days. If we are unable to satisfy your complaint we will refer you to the Energy and Water Ombudsman (Victoria) on 1800 500 509.


Privacy

North East Water complies with the Information Privacy Act 2000 and the Health Records Act 2001. Our Privacy Statement can be obtained by calling 1300 361 622 or on our website.


Contact us

Phone: Customer Contact Centre 8.30am – 5.00pm weekdays

  • General: 1300 361 622
  • Accounts: 1300 361 633
  • Emergencies 24 hours a day, 7 days: 1300 361 644

Visit: 8.30am – 5.00pm weekdays at 83 Thomas Mitchell Drive,  Wodonga Victoria 3689

Mail: PO Box 863, Wodonga VIC 3689

Email: info@newater.com.au


Communication assistance

  • If you require access to interpretation or translation services, please call 131 450 and ask to contact 1300 361 633.
  • If you are deaf, or have a hearing or speech  impairment, please contact us through the  National Relay Service (www.relayservice.gov.au)
  • TTY users phone 133 677 then ask for  1300 361 633
  • Speak and listen users phone 1300 555 727  then ask for 1300 361 633
  • Internet relay users connect to the NRS  (internet‑relay.nrscall.gov.au/) then ask for  1300 361 633

Customer Charter Summary - PDF version

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