Our service guarantees
As your water and sewerage services provider, we promise to provide you with:
Quality water
To provide drinking water that meets Victoria's strict health standards and is free from unpleasant tastes or odours.
Flow rate
We’ll provide a minimum flow rate, as defined in our service standards. For a standard house that’s 20 litres per minute. This is measured at the front garden tap or your meter assembly.
Fix burst water mains
We’ll attend the site of a burst water main that could cause moderate or substantial damage to property or the environment.
Water reliability
A continuous water supply that isn’t interrupted more than five times in any 12 month period due to unplanned events.
Sewerage reliability
A sewerage service that isn’t interrupted more than three times in any 12 month period.
Fix service interruptions
If there’s an interruption, we aim to restore water service within five hours, and sewerage service within four hours.
Customer charter
Learn more about your rights and responsibilities as a South East Water customer in our customer charter or contact us on 13 28 12.
Complaints
If you haven’t had a great experience with us, we’d like to know what went wrong and how we can fix it.
Rebates for guarantees service levels
To demonstrate our commitment to safe and reliable services, we’ll give you a rebate in your next bill if we don't deliver.
We’ll give a $60 rebate to residential and commercial customers who experience:
- we don’t give you a minimum of 2 business days' notice of any planned water supply interruption impacting your property
- we turn your water off for more than 5 hours
- you experience more than 5 unplanned disruptions to services (water, sewer and water quality) in any 12-month period impacting your property
- you experience more than 2 unplanned sewerage interruptions during any 12- month period at your property
- your sewerage service is interrupted for more than 4 hours. This doesn’t include sewer service interruptions in your own pipework
We’ll give a $500 rebate if:
- you’re a residential customer and we take legal action or take steps to restrict your water supply before making reasonable endeavours (as defined by the ESC) to contact you
- we don’t provide you with information about the help available to you if you’re experiencing difficulties paying
We’ll give a $1,000 rebate to residential and commercial customers who experience:
- we don’t contain a sewer spill on your property within 5 hours of being notified.
We’ll give a $1,500 rebate to residential and commercial customers who experience:
- there’s a water spill in your house caused by our infrastructure
We’ll give a $3,000 rebate to residential and commercial customers who experience:
- there’s a sewer spill inside your house caused by our infrastructure.
Please be aware that a Guaranteed Service Level Payment will only be given to the customer responsible for paying the water usage account and will not be given if an event was caused by, or is the responsibility of the customer or a third party.
Customers won’t be eligible for a rebate where they are connected to our water supply by a private main and the interruption is caused by a fault in the private water main.
Want to know more?
Contact us on 13 28 12.