McIvor Times

Coliban Water stands by its customers


Coliban Water is standing by its customers as the coronaviru­s (COVID-19) pandemic continues.

Executive General Manager Customer, Community and Stakeholde­r Lauren McLean said the organisati­on is committed to supporting its customers and serving the community.

“We know many of our customers will be experienci­ng DGGLWLRQDO VWUHVV SUHVVXUH RU ¿QDQFLDO FKDQJHV GXULQJ WKLV time. We are here to support you,” Ms McLean said.

It comes as the Essential Services Commission has released a new report and strategy that found the coronaviUX­V SDQGHPLF KDV KDG D VLJQL¿FDQW HFRQRPLF PHQWDO DQG emotional impact on people, especially those who were already vulnerable.

The strategy aims to break down the barriers people face in accessing essential services like clean drinking water.

“This report and strategy are a timely reminder that we are here to help. We have implemente­d a range of support systems on top of our standard hardship policy, which aim WR HDVH ¿QDQFLDO VWUHVV IRU RXU FXVWRPHUV “We have adopted the national coronaviru­s support princi- SOHV 7KHVH SULQFLSOHV DJUHHG E\ WKH 1DWLRQDO &DELQHW RI Australia, support residentia­l and small business customers ZKR DUH IDFLQJ ¿QDQFLDO GL൶FXOW\ DV D UHVXOW RI FRURQDYL- rus.

³,I \RX DUH H[SHULHQFLQJ ¿QDQFLDO VWUHVV IRU DQ\ UHDVRQ please get in touch with us as soon as possible to see how we can help,” she said


³7KHUH¶V QR RQH VL]H ¿WV DOO DSSURDFK WR WKH ZD\V ZH support our customers. We have payment arrangemen­ts whereby the payments may not meet the cost of their yearly usage, but allow the customer to make small payment DPRXQWV WKDW DOLJQ ZLWK WKHLU ¿QDQFLDO VLWXDWLRQ

“Some customers will also be eligible for milestone debt waivers and payment matching. And I would encourage customers to check with us if they qualify for a Utility Relief Grant or the Community Rebate Program,” she said.

Customers can also request a water audit be undertaken to help customers experienci­ng vulnerabil­ity understand how they could control their bills by reducing their water consumptio­n.

The organisati­on’s long-term programs such as direct debit, payment plans, payment extensions, concession­s and rebate programs are still in place and available to customers.

“Our website has a huge amount of resources and online forms. If it’s billing informatio­n you’re after or you need WR FKDQJH \RXU GHWDLOV MXPS RQ RXU ZHEVLWH WR ¿QG WKH informatio­n or form you need,” she said.

For more informatio­n on how Coliban Water is responding to coronaviru­s and how we can help you, visit our website or call us on 1300 363 200.

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