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Western Water strives to excel in service standards. We have developed a number of policies 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 Charter Summary607KB

Customer Service Charter539KB 

Customer Support Policy

Our Customer Support Policy outlines our commitment to responding appropriately to customers experiencing financial difficulty while following up on outstanding accounts. It also outlines how we will support and manage the water account of customers who advise they are enduring, or have fled family violence.

Customer Support Policy150KB

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 Charter211KB 


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

Gifts, Benefits and Hospitality Policy

This policy applies to all workplace participants; this includes: board members, executives, employees, contractors , consultants and any individuals or groups undertaking activity for or on behalf of Western Water. This policy states Western Water’s position on:

  • responding to offers of gifts, benefits and hospitality; and
  • providing gifts, benefits and hospitality.

This policy is intended to support individuals and Western Water to avoid conflicts of interest and maintain high levels of integrity and public trust. The policy is consistent with the standards set by the Victorian Public Sector Commission.

Note: Contractors and consultants are only bound by the policy if explicitly required by their contract for services.

Development Servicing Plans Policy

Western Water is committed to meeting the needs of development which aligns with Government policy to promote population growth within Western Water's region.

The purpose of this policy is to clearly articulate Western Water's approach to preparing and administering Development Servicing Plans. 

Development Servicing Plans Policy109KB

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