Act (Vic) 2000, which was introduced by Government to Enquiries provide a legal framework to support the appropriate balance between the free-flow of information for the public good and Our customer service centres can provide information the protection of personal information. for customers about a range of customer enquires including: Further information is available at our customer service centres or contact us on 1800 013 357. Account information Bill payment options Customer consultation Concession entitlements Interaction, consultation and communication are critical Programs available to customers who are having to ensure customers are aware and informed of issues payment difficulties that may impact on their businesses and to help GMW better understand customers’ needs. Our complaint handling procedures and information about The Victorian Water and Energy Ombudsman Our relationship with our customers has been Water allocations strengthened with the continual evolution of Water Services Committees. Members are nominated by Water ordering their communities and appointed by GMW’s Board of Water entitlement and licence applications Directors. As such, they are the key forum in which broader customer issues are raised with GMW. Applicable fees. We regularly seek input from Water Services Our contact centre can provide access to an interpreter Committees on a range of matters including service service and a Telephone Typewriter (TTY) service for levels, pricing and our capital investment programs. speech and hearing impaired customers. The advice and assistance of Water Services Writing to us Committees is highly valued by the Board of GMW and forms an important input into their decision making When you write, fax or email us, we will: process. Acknowledge and where possible reply to your We also consult regularly with our broader customer correspondence within 10 business days base through a range of methods including public meetings, our mobile customer service centre, focus Let you know who is dealing with your enquiry groups and surveys. For more detailed matters we will keep you informed of the progress of our response every 10 Regulatory information business days. GMW will provide customers, upon request, any Privacy relevant regulatory instruments other than the Water Act 1989, including a copy of this Charter. We collect and use personal information from customers, business partners and the community and Reference documents value and protect the personal information we collect. GMW will provide customers, upon request, any We are required to comply with the Information Privacy relevant reference documents.
Enquiries Our customer service centres can provide information for customers about a range of customer enquires including: Account information Bill payment options Concession entitlements Programs available to customers who are having payment difficulties Our complaint handling procedures and information about The Victorian Water and Energy Ombudsman Water allocations Water ordering Water entitlement and licence applications Applicable fees. Our contact centre can provide access to an interpreter service and a Telephone Typewriter (TTY) service for speech and hearing impaired customers. Writing to us When you write, fax or email us, we will: Acknowledge and where possible reply to your correspondence within 10 business days Let you know who is dealing with your enquiry For more detailed matters we will keep you informed of the progress of our response every 10 business days. Privacy We collect and use personal information from customers, business partners and the community and value and protect the personal information we collect. We are required to comply with the Information Privacy Act (Vic) 2000, which was introduced by Government to provide a legal framework to support the appropriate balance between the free-flow of information for the public good and the protection of personal information. Further information is available at our customer service centres or contact us on 1800 013 357. Customer consultation Interaction, consultation and communication are critical to ensure customers are aware and informed of issues that may impact on their businesses and to help GMW better understand customers’ needs. Our relationship with our customers has been strengthened with the continual evolution of Water Services Committees. Members are nominated by their communities and appointed by GMW’s Board of Directors. As such, they are the key forum in which broader customer issues are raised with GMW. We regularly seek input from Water Services Committees on a range of matters including service levels, pricing and our capital investment programs. The advice and assistance of Water Services Committees is highly valued by the Board of GMW and forms an important input into their decision making process. We also consult regularly with our broader customer base through a range of methods including public meetings, our mobile customer service centre, focus groups and surveys. Regulatory information GMW will provide customers, upon request, any relevant regulatory instruments other than the Water Act 1989, including a copy of this Charter. Reference documents GMW will provide customers, upon request, any relevant reference documents.
Customer_Charter_2015.docx