Yarra Valley Water


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Cyber security

Protecting your data

We’re committed to safeguarding your data and ensuring your personal information is secure. You can also take steps to protect yourself from cyber threats and keep your information safe.

How we protect your personal information

We’ve designed our cyber security systems, processes and digital safety measures to protect your personal information.

We have a privacy policy, code of conduct and confidentiality requirements for our employees, contractors and agency staff.

Learn more about the personal information we collect and how we protect it in our privacy policy.

We’re introducing multi-factor authentication to help keep your account and information safe.

We also:

  • Align to best practice cyber security frameworks such as ISO 27001 and the National Institute of Standards and Technology’s Cyber Security Framework. 
  • Significantly invest in state-of-the-art protection, detection and response measures. 
  • Regularly test our systems to identify any potential weaknesses that require remediation.
  • Carry out regular cyber security incident response scenario testing.
  • Work closely with government and partners to stay informed of threats. 
Why we need your personal information

We need to collect some personal information from you so we can provide water and sewerage services. At times we contact customers by SMS text messaging to share information about water interruptions or other issues that affect service.  


How you can protect your personal information

Tips to keep your data safe

The Australian Government’s National Anti-Scam Centre has some good tips to help you protect your personal data and stay safe online:

  • Choose passwords carefully. Strong passphrases are the best defence against data theft. Make sure you don’t use the same one for different accounts or your Wi-Fi network.
  • Always make sure the person you're dealing with is who they say they are.
  • Shred any personal documents such as bills or bank statements before throwing them away.
  • Be careful sharing information about yourself on social media and other online forums.
  • Be alert - scammers are increasingly using legitimate-looking emails, letters and websites to trick you into handing over your personal data.
  • Be careful clicking on links – if you’re not sure don’t click on them.
  • If you're concerned something might be a scam, call the organisation yourself and check with them.
  • Install security software on all your electronic devices and make sure it's up to date.

The Australian Cyber Security Centre also has advice to stay secure online: 

  • Update your devices.
  • Use multi-factor authentication – this means having an extra layer of security, like registering your phone number for security codes that can confirm you are who you say you are. 
  • Back up your data.

Increase your cyber security: 

  • Think about what you post online.
  • Get alerts on new threats. Sign up to the free alert service.
  • Talk about cyber security with your family and friends.
  • Avoid public Wi-Fi when you’re banking or shopping online – it isn’t private.
  • Report cyber-attacks and incidents to keep Australia secure. 
What to do if you’re worried

If you’re concerned your personal Yarra Valley Water account information has been compromised you can contact us on 1300 304 688.

Support agencies
  • Contact Victoria Police on 13 14 44 if you are concerned about your physical safety. If you have immediate safety concerns, call 000.
  • If you receive unwanted telemarketing calls, register your number with the Australian Communications and Media Authority ‘Do Not Call register’ by visiting donotcall.gov.au/consumers/register-your-numbers. You can also contact your service provider and ask to change your number.
  • If you experience online bullying or harassment, visit the Office of the eSafety Commissioner at esafety.gov.au. For more tips about staying safe online, visit Stay Smart Online at www.staysmartonline.gov.au.
  • To assist with any mental or emotional distress, contact your doctor, Beyond Blue on 1300 22 4636 or Lifeline on 13 11 14.

If you become a victim of identity theft or fraud following a data breach, you can:

  • Change your online account passwords and look out for scam emails.
  • Contact IDCare on 1300 432 273 or visit idcare.org. IDCare operates a free service for identity support and can help you develop an action plan.
  • Limit the personal information you share online. For example, information like your mother’s maiden name or the car you drive is sometimes used by service providers and financial institutions as security questions to identify individuals.
  • Contact the Australian Passport Office on 13 12 32 if your passport has been affected.
  • Contact VicRoads on 13 11 71 if your Victorian driver’s licence has been affected.
  • Find out more about what to do if you think something is a scam or report a scam at the National Anti-Scam Centre.

Scams targeting customers

We’re aware of some current scams targeting customers. Find out more on our scam warnings web page at yvw.com.au/scam-warnings.