1447 hardship DL - Yarra Valley Water

Supporting our
customers

Supporting our customers
At different times throughout
our lives our needs change,
which can sometimes result
in financial difficulty.
In recognition of this, Yarra
Valley Water has developed a
number of programs to assist
our customers. We have a
Customer Support Team, who
have been specially trained to
support our customers’ needs
in times of financial difficulty.

Yarra Valley Water’s hardship policy
Yarra Valley Water has in place a Hardship Policy, which
defines our approach to supporting customers experiencing
either temporary or permanent hardship. Our policy
ensures all customers requiring additional support will be
treated individually with respect and sensitivity. We will
ensure this by customers having one contact person at
Yarra Valley Water. They will be shielded from restriction
and further recovery action and be informed of all support
available to them.
Customer support
Our Customer Support Team have extensive understanding
and training which has included:
Drug and alcohol addiction
Domestic violence
Gambling addiction
Government assistance schemes and
pensions/concessions
Hardship awareness
Depression
Issues facing customers with disabilities, and
Cultural diversity issues.

We understand our customers cannot always afford the
minimum payment amounts required to manage their
account. Accordingly, we will negotiate arrangements
based on what our customers can reasonably afford to pay.
With our individual case management approach, we will
ensure that each customer’s needs are appropriately and
sensitively addressed. Our customers are invited to contact
our team at any time to discuss their situation.
Arrange and save
The Arrange and Save program is designed to reward
customers for continually meeting their arrangements.
After customers make a set number of payments, we will
credit the customer’s account to the value of one payment.
If the customer continues to meet their arrangement over
a period of time, we will review the account and adjust
the balance where appropriate.
Smart homes
Smart Homes is a joint initiative between Yarra Valley Water
and Department of Human Services, whereby eligible home
owners receive a FREE water audit by a Yarra Valley Water
licensed plumber. Our plumber will conduct a water
efficiency audit of the household, carrying out work where
needed to assist in reducing the households’ overall
ongoing water bills.

Government assistance schemes
For those customers who meet the criteria, we have
information on various Government Assistance Schemes.
Pensions and concessions
Customers may hold a valid Pension or Concession Card
and have not claimed a rebate on their water bill. This is
often overlooked and contributes to a larger account than
necessary. We will grant their rebate as soon as we are
aware, which will reduce the outstanding account. You can
contact our team to discuss your Pension/Concession
entitlement.
Site visits
Customers may have difficulty filling in forms and
communicating over the telephone. They may be unable to
leave the house for several reasons and may benefit from a
home visit by one of our friendly staff. This program is part
of our approach to assist our customers in an environment
that best suits their individual needs.
Financial counselling
Yarra Valley Water can quickly refer customers for Financial
Counselling at no cost to the customer. Financial
Counsellors are able to provide detailed information on your
rights and options available to you. You can discuss with
them any financial matters that may be causing you
difficulty or distress.

Further information
For assistance call Customer Support
Freecall: 1800 637 316
Email: customersupportteam@yvw.com.au
Web: www.yvw.com.au/for-home/account/
General Enquiries:
Tel: 131 721 Email: enquiry@yvw.com.au
TIS: 131 450 Web: www.yvw.com.au
Yarra Valley Water Ltd, Lucknow Street, Mitcham Victoria 3132
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