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Support for customers affected by domestic and family violence

At Yarra Valley Water we understand that family violence can happen to anyone at any time in their lives. 

Our dedicated Watercare Support Team have been trained to assist people who are experiencing family violence. You will only have to explain your situation once and no extra proof is required.

We will treat you with understanding and respect, explain how we can assist you in this difficult situation, and give you as much time as you need to consider your options.

What we can do to help

All conversations are confidential.

Your safety and privacy will be respected at all times. None of the information you provide to us will be disclosed to anyone else, even if their name is on the account. Only staff who are directly involved will have access to the information provided. We can lock your account in our system to everyone other than the Watercare Support Team and a limited number of required staff, giving you added privacy.

We’ll help you with the debt

Yarra Valley Water provides support and assistance to customers left with debt. We’ll work with you to find a solution for your individual situation and won’t restrict your water supply whilst we are working with you.

Family Violence is now a criteria on Utility Relief Grants, which can help reduce your debt on your water account by up to $650. We can assist you with your application for this grant. 

View more information

Additional support 

We work with a number of community organisations that specialise in supporting people experiencing family violence. We can refer you to one of these services for immediate and or more long-term assistance.

  Quick Exit

Getting in touch

If a partner or family member has left you with unpaid water and sewerage bills, or you require extra privacy measures on your account, please contact our experienced Watercare Support Team on 1800 637 316 between 8.00am and 5.00pm, Monday to Friday.

We acknowledge that sometimes reaching out to organisations such as your utility providers can be challenging when you are experiencing family violence. If you would like us to reach out to you, please submit a call back request below and one of our one of our trained respectful consultants will give you a call.

Call back request form

     

    Further assistance