As part of the 2018 Pricing Submission, we committed to paying Customer and Community Rebates when we failed to meet nominated service standards.
We collect and review data on our service performance each month to identify whether any rebates are payable.
Customer rebates are paid directly into a Coliban Water account the month after the service issue.
Community Rebates are made available to the impacted township via an expression of interest process.
Where there is an ongoing issue, it is possible for multiple rebates to be paid. However, the aim of this program is to make us more accountable for our performance and to our customers.
Significant sewer spill to local waterways or the environment.
Poor water pressure and/or flowrate for a prolonged period that prevents day to day tasks.
We advise customers not to consume water because of a water quality issue.
Taste, odour or colour of a town’s water supply is affected by our infrastructure or treatment processes for more than 7 days.
Sewer intrusion into your house contained within an hour.
- Cleanup cost
- Plus $300
Sewer intrusion into your house not contained within an hour.
- Cleanup cost
- Plus $1,000
Sewer intrusion into your house contained instantly (blown seal).
- First time: $50
- 2 or more times: $100
- 3 or more sewer blockages in a year: $100
Rural customers receive less than 100 per cent of their water allocation in a year.
- Fee reduction to the infrastructure charge – reduction is the percentage of undelivered allocation
- 4 or more water supply outages in a year: $50
Unplanned water supply outage not restored within 5 hours.
Planned water supply outage on:
- Weekends: $100
- weekdays from 5am to 9am or 5pm to 9pm: $100
Your water supply is restricted before attempts to notify you and offer payment assistance.
We fail to remove a restrictor from your water meter within 24 hours of you paying your bill or making a payment plan.
Poor quality drinking water for 6 months or more due to our infrastructure or treatment processes.
- Equivalent to 25 per cent of the Water Access Fee
We don't respond to your letter or email within 10 business days.
Special Meter Read not completed within 1 business day of the requested day.
- Special Meter Read fee refund
High priority inspection not completed within 2 business days.
High priority mains inspection not completed within 10 business days.
- Mains inspection fee refund
To find out more about our service costs, see fees and charges.