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Goulburn Valley Water

FAULTS & EMERGENCIES: 1800 454 500

Corporate Information

Goulburn Valley Region Water Corporation, trading as Goulburn Valley Water, is a state-owned Government Business Enterprise (GBE). We are a statutory corporation responsible to the Minister for Water and we operate under the Water Act 1989 and Water Industry Act 1994.

Our Water Services Agreement (WSA) formalises our obligations for the provision of water related services to our customers and provides a commitment to government in terms of the level and standard of service provision and improved business efficiencies. We report quarterly to government on performance against targets set in the WSA.

Statement of Obligations
In addition to our key role of customer service, we also meet a wide range of regulatory obligations.

Our Statement of Obligations outlines the obligations imposed on us by the Minister in relation to the performance of our functions and exercise of powers including our role in customer and community engagement, risk management, planning, water services and compliance.

We also have a Statement of Obligation - Emission Reduction that outlines our target to reduce emissions by 19% by the year 2025.

We are guided by our Vision and Values together with policies such as our Business Performance Policy, Environment Policy and Risk Management Policy.

We have a Diversity and Inclusion Strategy that focuses on building a more inclusive culture to embrace diversity, celebrate difference and encourage participation to meet our corporate goals and objectives.

Our Stakeholder Engagement Policy outlines our commitment to ensuring our decisions are guided by the priorities of customers and the wider community.

Further information about us can be found in our Corporate Plan.

Enquiries and Complaints
If you have an enquiry or complaint please contact us. Complaints provide a means for improving customer service and we are committed to ensuring that all complaints are dealt with in an efficient, effective and timely manner. We will attempt to resolve your enquiry or complaint at the first point of contact, however if a written response is requested, we commit to responding within ten business days.

If we are unable to satisfy your complaint we will refer you to the Energy and Water Ombudsman Victoria (EWOV). Freecall 1800 500 509 or email ewovinfo@ewov.com.au