Customer Charter

What is a customer charter?

A customer charter outlines the commitments, responsibilities and standards of service that Westernport Water provides to customers, as outlined by the Essential Services Commission (ESC).

The ESC Customer Service Code for urban and rural water businesses includes specific standards and conditions of service that Westernport Water has committed to provide. If your property is connected to its system, Westernport Water will provide the relevant service in accordance with its customer charter and the ESC’s Customer Service Code.

A very important aspect of the customer charter is that Westernport Water is measured externally on how well it meets its commitments. This information will be publicly available, so you will know if we are doing what we say we will do. The initiatives outlined in our customer charter are our guarantee that Westernport Water works to understand your needs and meet your expectations.

Read our Customer Charter 2023-28 or our Customer Charter Summary (428 KB).

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Customer Charter Summary

The brochure outlines the commitments, responsibilities and standards of water and wastewater services provided to our customers. It also contains helpful information should you wish to contact us on any matter related to our services or if you are seeking advice.


Independent dispute resolution

EWOV resolves disputes between Victorians and their energy and water companies. If you are not satisfied with Westernport Water’s response to your complaint, you can register your complaint with the Energy and Water Ombudsman Victoria (EWOV) who provide independent dispute resolution.  EWOV are impartial and may investigate and seek an agreement that is fair and reasonable.  EWOV can be contacted on by phone, email or by fax or in writing.

Free call | 1800 500 509
Email |
Fax | 1800 500 549

Write to | Reply Paid 469, Melbourne VIC 8060
(EWOV accept letters in Braille)