We are committed to providing excellent levels of service to our customers, and we know it can be inconvenient when we don’t meet the targets we’ve set for our water or sewer services. This includes longer than normal water supply interruptions, boil water notices, sewer blockages and sewer spills.
The Community Rebate program is a way for us to recognise that we didn’t meet the expectations we have set for ourselves, or that customers expect from us. It also helps us remain accountable to our promised standards, and allows us to give something back to the affected community in a way that will create local benefits.
We’ve worked with our customers to identify what service standards should be paid as a community rebate, and how much this rebate should be.
Community Rebates
Sewer spill - $2,000
If we don’t contain a sewer spill that’s caused by a fault in our system within 5 hours, we will pay a $2000 Community Rebate to the affected community.
Boil Water Notice - $15,000
If a Boil Water Notice is issued to a community and caused by a fault in our system, we will pay a $15,000 Community Rebate to the affected community.
Applying for a Community Rebate
We open applications for any available Community Rebates in August/September each year, following our annual performance review.
Following the 2023/24 year, there are rebates available for 4 communities:
- Mooroopna – up to $4,000
- Shepparton – up to $2,000
- Grahamvale – up to $2,000
- Marysville – up to $2,000
Applications from community groups, sporting groups, education providers or not-for-profit organisation are now open, closing at midnight on Tuesday 1 October 2024. Before applying, please make sure you read the terms and conditions and check your eligibility.
Applications will be assessed by a panel, based on maximising community value and alignment with the strategic focus areas outlined in the application form.
Applicants will be notified of the outcome of their application.
For any enquiries, please send an email to mail@gvwater.vic.gov.au or phone 1300 360 007.
Individual Rebate
We also pay individual rebates through our Guaranteed Service Level program, applied directly to impacted customers’ bills. You can find more information on this in our Customer Charter.