Water and sewerage

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Residential Customer Rebates

Yarra Valley Water is committed to delivering high standards of service.

If we fail to meet this commitment to you by not meeting our Guaranteed Service Levels, you will be eligible for a rebate (price reduction) on your next bill.

Sometimes we need to turn off the water to replace a pipe or interrupt sewer service to unblock or replace a sewer pipe.
 

A $50 rebate will be given if:

  • your water supply is interrupted for more than five hours
  • we fail to give at least three days notice of planned water interruptions
  • the interruption is longer than we said it would be
  • your water supply is interrupted between 5am-9am and 5pm-11pm

In the case of an emergency where our water mains burst or sewers become blocked, we need to turn the water or sewer off without warning.


We will give you a $50 rebate if:

  • your water supply is lost for more than four hours
  • you have a sewerage service interruption and we take longer than four hours to restore the service. This does not include sewer service interruptions caused by your pipe work.
  • you have experienced more than five unplanned water supply or sewerage service interruptions in any 12 month period
  • you have experienced more than three unplanned sewerage interruptions during any 12-month period.
  • we enter your property other than as allowed
  • we do not reply to your letter within four working days
  • we do not provide a minimum water flow rate

A $1000 rebate will be given when:

  • we fail to contain a sewage spill inside your house within one hour
  • we fail to contain a sewage spill on your property within four hours

A $300 rebate will be given if:

  • we commence legal action or take steps to restrict water supply without having taken reasonable steps to communicate with the customer or if the customer informs us they are experiencing financial difficulty.
 

You do not need to claim a rebate as they are provided automatically.

Please note - the rebate will be made to the customer responsible for the water usage account and will not be given if an event is caused by, or the responsibility, of the customer concerned or a third party.