Urban & Rural Customer Charters

What Is The Customer Charter?
The Customer Charter is a method by which Lower Murray Water communicates information regarding its services to Customers.

The enforceability of some matters in the Customer Charter is provided in accordance with legislation such as the Water Act 1989, Water Industry Act 1994 and Lower Murray Water By-Laws. These charters are approved by the Essential Services Commission.

Urban Customer Charter

	Urban Customer Charter full version (Size 1Mb)
	Urban Customer Charter summary version (Size 433KB)

Rural Customer Charter

Rural Customer Charter Dec 2010 full version (Size 1Mb)

Further Information
A Customer may contact Lower Murray Water for any further information about the Customer Charter. Copies of the Customer Charter can be obtained at any Lower Murray Water office or by downloading a PDF document found above.

Customers experiencing financial hardship

The Lower Murray Water’s Hardship Procedure has been developed to ensure a minimum level of service is delivered with maximum respect to Customers who are experiencing financial hardship.

Lower Murray Water is aware that there are complex socio-economic factors in the communities that we serve, and acknowledges that some of our customers will experience some form of financial hardship from time to time.

Customers experiencing financial hardship can contact Lower Murray Water for information on how Lower Murray Water can assist.

Hardship Code of Practice

This Code of Practice has been developed by the Victorian water industry to ensure a minimum level of service and respect is delivered to customers who are experiencing financial hardship.

Hardship Code of Practice (51KB)

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