Residential Customer Charter
Our Residential Customer Charter outlines your rights and obligations as a GWW customer.
It also sets out GWW’s commitments and responsibilities as your water, recycled water and sewerage provider. The charter is based on the Water Industry Standards – Urban Customer Service, as issued by the Essential Services Commission (ESC).
The Charter outlines what you can expect from us in three key areas:
- In interactions with us, including how we help customers in difficult circumstances
- As part of normal, business as usual services to your home
- When things don’t go to plan, including how we will work with you if challenges arise (e.g. service, quality, water conservation, payment difficulties)
The ESC is the economic regulator of Victorian water businesses. It works to protect the interest of customers through review and assessment of our compliance against the Water Industry Standards, this charter and our approved service standards and commitments as outlined in our price submission.
Below you will find our full Customer Charter, as well as a summary document and various language translations.
Residential Customer Charter
