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Stronger communities


Our Reconciliation Action Plan outlines the approach that we are taking to strengthen how we engage and work with Aboriginal and Torres Strait Islander peoples, organisations and Traditional Owner groups.

It is the cornerstone of our organisation’s commitment to make a meaningful contribution to reconciliation and to increase the participation and inclusion of Aboriginal people within the water sector in Victoria. 

Hardship and vulnerable customer programs

We have industry leading programs to support vulnerable customers, concentrating on early identification and intervention for those experiencing financial difficulty.

We are committed to continually improving these, in collaboration with our community partners. We have a strong philosophy of sharing what we know about vulnerability and hardship programs and adopting positive practice from others.

One of the ways that we provide this support is through WaterCare, an initiative promoting the programs, pathways and services that help customers manage their water and sewerage bills. Visit

Culturally and linguistically diverse community

Over a quarter of our customers are born overseas. As well as language differences, there are many cultural differences that can impact water use.

We have over 10 multilingual consultants in our Customer Contact Centre, and every year they handle over 10,000 calls in Mandarin, Arabic, Greek and Cantonese. Our online self-service platform is also delivered in these four languages, and our WaterCare platform includes support information in 20 languages.

99% of customers surveyed said that our LOTE service is better than any other similar service they use.

International partnerships

In Melbourne, we have access to high-quality water and sanitation services, but others around the world are not so fortunate. As an industry leader, we have a responsibility to help enhance and expand access to safe water and sanitation services in developing countries.

  • We are involved in mentoring programs in Vietnam and Sri Lanka run by WaterLinks - an organisation that builds partnerships, capacity and knowledge between organisations in Asia. Visit the Waterlinks website.
  • Our employees actively support WaterAid, a charity that transforms the lives of the world’s poorest and most marginalised people by improving access to safe water, sanitation and hygiene. Visit the WaterAid website.

Getting insights from customers

The views of our customers and the community are vital to help us shape the decisions we make. Find out how we engage the community.