Greater Western Water (GWW) is contacting eligible former customers who may be entitled to credits as part of our work to address past billing issues.
The closed account rebate program is for former residential and small business customers whose closed account may have been affected by delayed billing or had direct debit arrangements set up to take the full amount on their bill, and it was cancelled, switched off or otherwise impacted and may not have received the credits they were entitled to before they closed their account.
Greater Western Water General Manager, Customer Experience, Margaret Watson, said the program reflects GWW's commitment to making things right for customers affected by past billing issues.
"We know some former customers were affected by billing issues and may not have received credits they're owed before they closed their account," Ms Watson said.
"The closed account rebate program is designed to help us identify those customers and make sure they receive the support they're entitled to."
Greater Western Water has contacted former customers it believes may be eligible based on available account information. However, customers can still apply even if they have not received a letter. Eligible customers may receive a payment, starting from $80.
The program is an important step in delivering commitments made under the enforceable undertaking with the Essential Services Commission. Applying takes around 15 minutes and can be completed online, over the phone with support from our team, or in person at our Footscray or Sunbury offices on weekdays between 9am and 5pm.
Applications will be assessed against the eligibility criteria set out in the enforceable undertaking, and, if eligible, most customers will receive an outcome within 10 business days or if further detail is required, up to 28 business days.
Customers who need additional support can also contact Greater Western Water for assistance. A solicitor, financial counsellor or family member can apply on behalf of a customer if needed.
To learn more about the closed account rebate program or submit an application, visit Closed account rebate program.
