Statutory obligations

Statement of Obligations

The Minister for Water has issued a Statement of Obligations for North East Water that details the Government's expectations of the Corporation. The Statement of Obligations is based on a combination of water legislation requirements and government policy.

Please click here to view our Statement of Obligations.

Customer Charter

North East Water's Customer Charter specifies the standards and conditions by which the Corporation will abide in providing basic water supply services intended for drinking water, reticulated recycled water services and sewerage services. It clearly outlines the commitments, responsibilities and standards of service that North East Water will provide to our customers.

The Charter sets out North East Water’s obligations to you and is consistent with the Essential Services Commission’s Customer Service Code for Victorian metropolitan and rural urban water corporations. This includes specific standards and conditions of service that apply to all water businesses in Victoria.

In addition it sets out our agreed performance standards that apply particularly to North East Water.

The Customer Charter will also assist you with contact details should you require information or advice on our services.

North East Water is regulated on commitments made in our Customer Charter and this information will be publicly available.

The Customer Charter does not remove any obligations of North East Water to comply with the provisions of the Water Act 1989, other water law or statutory obligations.

View our Customer Charter as PDF.

Freedom of Information (FOI) Act 1982

The Freedom of Information Act (FOI) 1982 is an Act to give members of the public rights of access to official documents of the Government of Victoria and of its agencies.

The object of this Act is to extend as far as possible the right of the community to access to information in the possession of the Government of Victoria and other bodies constituted under the law of Victoria for certain public purposes.

The Freedom of Information Act has four main functions:

To provide a general right of access to documents
To enable individuals to amend incorrect information about them held by Government
To provide rights of appeal in relation to the previous two functions
To require Agencies to publish certain details about themselves and their functions

There are costs associated with making an FOI request and getting access to documents. Currently the application fee is $23.40. Effective from 01 July 2010 the application fee for a request for access to documents under section 17 of the Freedom of Information Act 1982 (Vic) ("FOI Act") will be $23.90.

Privacy statement

All Victorian statutory authorities, Government agencies and departments are required to comply with State privacy laws under the Information Privacy Act 2000 (‘Privacy Act’) and the 10 Information Privacy Principles established under the Privacy Act.

North East Water falls within these definitions and is therefore bound by the Privacy Act.

Read our full Privacy Statement below.

Privacy_Statement1.pdf (30 KB)

Top