Water
Industry Overview
The Policy and Regulatory Framework
Customer Rights and Responsibilities
Water Efficiency
Water Company and Authority Contacts
Industry Overview
Access to water is an essential human right, is an integral part of the Victorian rural and regional economy and is vital to the health of Victoria's environment. The long term environmental, social and economic sustainability of this sector has therefore rightly become a high priority.
There are 20 water businesses, each of which provides various water and sewerage services to metropolitan, regional and rural areas within Victoria. Each business has its own customer base determined by geographic area. The businesses do not compete directly for customers, but their performance is measured along a range of standards to provide 'competition by comparison' - which is designed to provide incentives to improve the services they offer their customers. Each business is required to operate on a commercial basis and is responsible for retail water supply and sewage collection and treatment. The Essential Services Commission (ESC) monitors the performance of each business across a range of sectors, with the results being made public at regular intervals. Further information about the Victorian water industry may be obtained from the Department of Sustainability and Environment.
Victoria's water industry consists of:
· Melbourne Water Corporation, which is responsible for the collection, storage and wholesale selling of Melbourne's water and for the operation of major sewerage treatment and drainage facilities.
· Three metropolitan retailers (Melbourne). These retailers are state-owned companies and are subject to Corporations Act law:
* City West Water - includes the Central Business District, Richmond and western Melbourne.
* South East Water - includes south eastern Melbourne, parts of the Dandenong ranges and the Mornington Peninsula.
* Yarra Valley Water - includes eastern and north eastern Melbourne, the Yarra Valley and Healesville.
· Thirteen Regional Urban Water Authorities (RUWA). These service regional customers, providing water and wastewater services (harvesting water and management of headworks, treatment of water for human use and delivery to customers, and treatment and disposal of wastewater).
· Three Rural Water Authorities (RWA). These provide water for irrigation, stock, domestic and bulk supplies to rural customers (farms); are responsible for water harvesting, operating headworks and managing irrigation districts; supply bulk water to RUWAs; and regulate groundwater extraction licences.
· Two Rural Urban Water Authorities*. These provide services to both rural and regional customers, similar to the RUWA and the RWA services listed above. (* On July 1, 2004 Grampians Region Water Authority was merged with Wimmera Mallee Rural Water Authority, and Lower Murray Region Water Authority was merged with Sunraysia Rural Water Authority.)
Since June, 2007 there have seen significant developments with respect to water pricing and the water sector. The Victorian Government made a major announcement for the augmentation and infrastructure upgrades to secure future water supplies. This $4.9 billion package
In mid-August, 2007, the Government announced a review of the metropolitan retail water sector as well as a review of water pricing tariff structures. These are major reviews that will determine the future structure of the water sector and is being undertaken by the Victorian Competition and Efficiency Commission. Following release of its final report, the Victorian Government will announce the new structure for implementation by July, 2007.
The Policy and Regulatory Framework
The portfolio Minister for the Victorian water industry is the Minister for Water, with most policy coordinated by the Department of Sustainability and Environment (DSE). The Environment Protection Authority (EPA) controls environmental standards, particularly for wastewater discharge, through a number of mechanisms including environmental laws and policies, regulatory controls, and by working in partnership with Victorian communities. The Department of Human Service (DHS) sets and supervises water quality standards and also administers concession charges.
The policy framework for the management and use of water is laid out in the Victorian Government's White Paper, Our Water Our Future, which was released in June 2004. Of particular relevance to consumers are a number of initiatives for water conservation which target all sectors of the community. They cover household use, industrial and agricultural use, recreation and tourism, environmental impacts, pricing, population increases and climate change. The State Government will require that (where relevant) these initiatives are reflected in the individual water plans of each water authority.
As of 1 January 2004 the Essential Services Commission (ESC) became responsible for the economic regulation of all 20 water and sewerage businesses in the Victorian water sector. Under this framework, the ESC oversees price, service standards and conditions of service for the Victorian water sector. Customer rights and responsibilities will be set out in the Customer Service Code. Particularly welcome is the proposed inclusion of the principles of a substantive hardship program in the Code, which can then be used to monitor individual business programs. The introduction of pricing principles to encourage water conservation means that from now on there will be a greater need to monitor the affordability of water, to ensure that all Victorians retain access to this vital resource. Each business must reflect the minimum standards outlined in the Customer Service Code in its Customer Charter, which must be made available to customers on request.
Customer Rights and Responsibilities
Link to consumer issues page
Your Bill
Charges differ between water businesses. As pricing regulator, the ESC approves the pricing arrangements for each business. While prices may differ, the Customer Service Code sets out the obligations for water business regarding the provision of information to its customers, for example provision of enquiry facilities (such as a telephone call centre and an online facility), restriction and billing history.
Your bill will usually include service charges and a consumption or usage charge.
For Melbourne residential consumers, annual price increase of 14.8 percent will take effect from 1 July 2008, and will operate for one year. In the meantime, a full Water Price Review for the metropolitan retail water sector will be undertaken and new prices will be set and implemented by 1 July 2009 for the period up to 30 June, 2013.
A Water Price Review for regional urban and rural water businesses is currently underway. A final decisions is due in May and prices and tariff structures approved under this review will operate from 1 July, 2008 to 30 June, 2013.
Concessions
The Department of Human Services (DHS) Concessions Unit administers concessions and grant schemes for eligible water customers. Water bill concessions have been increased by the government to reflect price increases and as of 2006 concessions will be indexed with CPI. For more information please go to the (DHS) website.
Water Efficiency
As part of The City of Melbourne's WaterMark strategy, Melbourne City Council has developed the Household Water Use Calculator. The calculator has been designed solely for education purposes for residents of the City of Melbourne. Those living outside the Melbourne metropolitan area may not get as accurate calculations.
For more information about government programs to assist you in using water more efficiently, including rebates for the purchase of water smart appliances, visit the Department of Sustainability and Environment (DSE) website.
Water Company and authority Contacts
Metropolitan
Melbourne Water Corporation
Enquiries (within Victoria): 131 722
After Hours Emergency: 132 446
City West Water
Billing and general enquiries: 131 691
Bill payments and balances: 131 971
Faults & emergencies: 132 642
South East Water
General enquiries: 131 694
Account enquiries: 131 851
24 hour emergency: 139 2837
Yarra Valley Water
General enquiries: 131 721
Account enquiries: 131 721
Emergencies & faults: 132 762
Regional Urban Water Authorities
Barwon Water
Customer enquiries: 1300 656 007
Service faults & difficulties: 1300 656 007
Gippsland Water
Customer enquiries: (03) 5177 4600
Central Highlands Region Water
Customer enquiries: (03) 5320 3100
Coliban Water
Customer enquiries:1300 363 200
Emergencies: 1300 363 200
East Gippsland Water
Service Difficulties and Faults 1300 134 202
24 hour emergency: 1300 134 202
Goulburn Valley Water
Customer enquiries: (03) 5832 0400
24 hour emergency: 1800 454 500
Grampians Wimmera Mallee Water Authority
Grampians Water
Phone (03) 5382 4611
24 hour emergencies: 1800 808 814
Account Enquiry Hotline: 1800 685 353 (office hours only)
Water Restrictions Hotline: 1800 644 719 (office hours only)
Wimmera Mallee
Central Office: (03) 5362 0200
Horsham District: (03) 5362 0222
Birchip District: (03) 5492 2444
Ouyen District: (03) 5092 1411
Lower Murray Urban and Rural Water Authority
Sunraysia (Head Office)
Customer enquiries: (03) 5051 3400
Swan Hill (Area Office)
Customer enquiries: (03) 5036 2150
Robinvale (Area Office)
Customer enquiries: (03) 5026 1300
Kerang (Area Office)
Customer enquiries: (03) 5450 3960
Irymple Office
Customer enquiries: (03) 50513400
Lake Cullulleraine Office
Customer enquiries: (03) 5028 2283
Maintenance message line
Red Cliffs/Merbein: (03) 5024 1020
Robinvale: (03) 5024 1009
Emergency: (03) 5024 5725
North East Water
Customer enquiries: 1300 361 633
Emergency: 1300 361 644
South Gippsland Water
Enquiries:(03) 5682 0444
After hours: (03) 5682 0444
South West Water Authority
Customer enquiries: 1800 650 122
24 hour emergency: (03) 5561 4966
Western Water
Customer enquiries: 1300 650 422
Mobile phone & interstate callers: (03) 5421 9400
All hours: 1300 650 425
Westernport Region Water Authority
Westernport Water Newhaven Office: (03) 5956 4100
Customer enquiries: 1300 720 711
24 hour emergency: 1800 249 090
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Regional Urban Water Authorities
First Mildura Irrigation Trust
Customer enquiries: (03) 5021 1811
Emergencies: (03) 5021 1811
Southern Rural Water
Customer enquiries: (03) 5139 3100
Emergencies (south eastern Victoria): 0412 860 250
Emergencies (south western Victoria): 0417 589 183
Goulburn-Murray Rural Water Authority
Customer enquiries: 1800 013 357
Emergencies: 1800 064 184
