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Western Water strives to excel in service standards and we have developed a Customer Service Charter and Privacy Policy to reflect our commitment to our customers.

Customer Charter

Our Customer Service Charter was developed in consultation with our customers and in accordance with the Customer Service Code issued by the Essential Services Commission. It outlines:

  • Our commitment and standards of customer service
  • Connection and service provisions
  • Charges
  • Complaints and disputes procedures
  • Billing
  • Payments
  • Collection
  • Actions for non-payment
  • Quality and reliability of supply
  • Disconnection
  • Metering
  • Works and maintenance.

Customer Service Charter Summary436KB

Customer Service Charter403KB 


The principles of sustainability are incorporated throughout everything that Western Water does. Read our Environment Policy.

Personal Privacy Charter

Western Water recognises the trust placed in us by customers when they supply us with their personal information.

As a corporation established under the Water Act 1989, Western Water is bound by the Privacy and Data Protection Act. Western Water has established this Personal Privacy Charter to explain how we handle personal information.

Personal Privacy Charter174KB 

Hardship and Collections Policies

Hardship Policy146KB

Collections Policy96KB


We strive to exceed customer expectations and ask you to contact us if you have any compliments, concerns or complaints.

We have a procedure in place to manage a complaint from your first contact through to resolution. We will ensure you are listened to and treated fairly.

If you are dissatisfied with our response, you can use our dispute resolution process. With this process, two of our senior managers will independently review and respond to your complaint.

In the unlikely event that you are not satisfied with our response, you can take your complaint to the Energy and Water Ombudsman Victoria.

Contact us:

Protected disclosures

Western Water is committed to the aims and objectives of the Protected Disclosures Act 2012.  It recognises the value of transparency and accountability in its administrative and management practices, and supports the making of disclosures that reveal improper conduct.

Western Water does not tolerate improper conduct by the organisation, its employees, officers or members, nor the taking of detrimental action in reprisal against those who come forward to disclose such conduct. Western Water will take reasonable steps to protect and ensure the welfare of those who make or co-operate with protected disclosures from any detrimental action in reprisal for making a disclosure.

Protected Disclosures Policy88KB 

Detrimental Action Protection Policy and Procedure190KB 

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