Our Customer Charter sets out the details of all our service levels for water, wastewater and trade waste services to our customers. It explains your rights and obligations as customers and the rights and obligations of Goulburn Valley Water and is approved by the Essential Services Commission.

► Customer Charter 2023-28

► Summary - Customer Charter 2023-28

Please contact us if you require assistance with our charter in a language other than English.

Complaints and disputes
We recognise that complaints provide a means for improving customer service and are committed to ensuring all complaints are dealt with in an efficient, effective and timely manner.

Further details regarding our complaints handling process are available in our Customer Charter and here.