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Boil Water Advisory notification - customer update

Your health and wellbeing will always be our number one priority

Melbourne Water, South East Water and Yarra Valley Water apologise for the inconvenience to customers affected by the precautionary Boil Water Advisory notification issued on Friday 28 August. Thank you for your patience and understanding while we worked to resolve this issue, at what we know is already a challenging time for Melburnians.

Supporting our customers

If you had to buy bottled water because of this issue, please contact South East Water at [email protected] and Yarra Valley Water at [email protected] to receive a refund.

As always, we encourage any of our customers experiencing hardship or financial difficulties to contact South East Water on 13 16 94 or Yarra Valley Water for support on 1300 853 811.

Your water is safe

Our water quality testing has confirmed that the water supply in all suburbs is safe to drink. We take our commitment to deliver safe drinking water seriously and don’t issue these notifications lightly.

We issued the Boil Water Advisory notification as your health and wellbeing will always be our number one priority, and we wanted to be extra cautious.

Protecting your water supply

Melbourne is one of only a few cities in the world with protected dams and reservoirs. As our water is such high quality, it only needs minimal chlorination. If undisinfected water enters the system, the risk to health is very low.

We take our responsibility to protect your water supply seriously and carry out water quality testing every day to make sure it meets our high standards.

What happened?

On Thursday 27 August, a storm caused loss of power at Melbourne Water’s Silvan Reservoir. A generator immediately kicked in and, after successfully running for a number of hours, failed. This is an extremely rare occurrence.

Additional generators were brought in and the full water treatment process resumed early Friday.

As a result of the power outage, there were concerns that undisinfected water had entered some areas of our water network, potentially impacting the quality of drinking water entering customer taps. This affected 98 suburbs across South East Water’s and Yarra Valley Water’s service areas.

We took extensive water samples across the affected suburbs to ensure water is safe to drink.

Once our testing confirmed the water was safe and, following approval of the Department of Health and Human Services, the precautionary Boil Water Advisory was lifted in stages.

Strengthening our future response

We’re working together to review our systems, processes and communication approach following this challenging event, to ensure that our emergency response is the best it can be.

The water sector is committed to ongoing improvement, learning from this experience and ensuring Melburnians continue to enjoy a healthy, high-quality and reliable water supply.

Stay safe,

Michael WandmakerManaging Director, Melbourne Water

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Pat McCaffertyManaging Director, Yarra Valley Water

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Lara OlsenManaging Director, South East Water

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For language assistance

العربية 1300 914 361 Eλληνικά 1300 931 364
廣東話 1300 921 362 普通话 1300 927 363

For other language assistance, please call ezispeak.

мaкeдoнcки 03 9046 4173 Hrvatski 03 9046 4173
한국어 03 9046 4173 српски 03 9046 4173
فارسی 03 9046 4173 Türkçe 03 9046 4173
Italiano 03 9046 4173 Tiếng Việt 03 9046 4173

Customer complaints

We understand this is a worrying time for customers and some customers may not be satisfied with the level of communications we have provided in relation to this issue.

If you are not satisfied with our response:

  • Call us on 13 27 62
  • Email the Case Management Team
  • Write to us: Yarra Valley Water, Attention: Case Management Team, Private Bag 1, Mitcham, Victoria, 3132

Our case managers will work with you to investigate and resolve your complaint efficiently and fairly. For information on language assistance and hearing and speech impaired services please contact us.