Customer Charter

City West Water’s Customer Charter explains your rights and responsibilities as a customer and our commitments to you in providing safe and reliable water, sewerage and trade waste, as well as recycled water services where available.

As of 1 July, 2012, City West Water Limited (CWWL) business transferred to City West Water Corporation (CWWC) operating under the Water Act (1989) along with all other Victorian water corporations.  As a result, City West Water is required to update its Customer Charter as an interim Charter until the Essential Services Commission issues a new Customer Code.  At that time, City West Water will conduct a public consultation process for feedback on the new Charter.

Apart from the matters dealt with on page 3, this Interim CWWC Customer Charter is, in substance, the same as that of CWWL.  Any changes to the Charter have been tracked changed.  City West Water’s Customer Charter explains your rights and responsibilities as a customer and our commitments to you in providing safe and reliable water, sewerage, trade waste and recycled water services.  

You can download a copy of our full Customer Charter, or the Customer Charter Summary (a shorter version) which summarises the most requested information.