South East Water is a state-owned company with an independent board elected by our shareholder – the Victorian Government. We operate under a licence that is issued by the Victorian Government.
There are a range of government departments and entities that regulate the water industry. Collectively, they ensure the reliability, quality and pricing fairness of the water services provided to you.
Although it can be a complex world, you may be interested to understand a bit more about the regulations and regulatory bodies in the water industry.
Department of Sustainability and Environment (DSE)
The DSE is responsible for setting the legislative and regulatory framework that South East Water operates within, including the establishment of legal and regulatory frameworks such as the Water Industry Act 1994 and issuing of our licence.
The Minister for Water has made and issued a Statement of Obligations to South East Water. The purpose of the Statement of Obligations is to impose obligations on how we exercise our functions and powers.
Website: Department of Sustainability and Environment (DSE)
Department of Treasury and Finance (DTF)
DTF oversee shareholder matters and advise the Treasurer on the performance of South East Water. They also manages cashflow forecasting, monitoring and reporting of dividend, tax equivalent and financial accommodation levy payments.
South East Water provides quarterly reports and presentations to DTF on its performance. The Company pays an annual dividend and makes tax equivalent payments
Website: Department of Treasury and Finance (DTF)
The Essential Services Commision (ESC)
The Essential Services Commission is the primary economic regulator of essential utility infrastructure services in Victoria.
The ESC’s role generally involves regulating prices, service standards, market conduct and consumer protection. The ESC also publishes codes and guidelines, decisions and determinations and performance reports and conducts independent external audits to ensure we are complying with various regulatory requirements. These publications impose obligations on South East Water and provide information to customers and other stakeholders.
The ESC has released a number of codes and guidelines with which the regulated water businesses must comply. From the ESC’s Customer Service Code, South East Water has produced a Customer Service Charter which outlines the service standards offered to our customers.
South East Water Customer Service Charter
The ESC reports publicly the performance of Victoria's 15 urban water businesses with the aim of stimulating competition by comparison and to inform customers about the service levels they receive. The reports focus on key issues of quality, reliability and the affordability of water and sewerage services.
ESC Performance Reports
The ESC price setting process requires South East Water to prepare a Water Plan for assessment by the ESC. The Water Plan sets out:
the outputs we intend to deliver in relation to service levels and regulatory and statutory obligations;
strategies to achieve those outputs;
the revenue required to deliver the outputs; and
- the price structure (tariffs) required to achieve the revenue required.
Website: ESC Performance Reports
ESC’s Customer Service Code weblink
The Environment Protection Authority (EPA)
The EPA regulates the conditions for discharge to water, air and land, and issues penalties for non-compliance with these conditions.
The EPA issues licences for our waste water treatment plants. The EPA also liaises with South East Water on licence related or operational issues that can impact upon the environment.
Weblink: The Environment Protection Authority (EPA)
Drinking Water Regulatory Unit
The Safe Drinking Water Act 2003 came into effect on 1 July 2004, and is the first Act in Victoria to deal specifically with the regulation of drinking water supplies.
The Drinking Water Regulatory Unit, which has responsibility for the implementation and oversight of the Safe Drinking Water Act, is part of the Department of Human Services Victoria.
Weblink: The Drinking Water Regulatory Unit
Department of Human Services Victoria
Energy and Water Ombudsman (Victoria)
The Energy and Water Ombudsman Victoria (EWOV) is an independent industry dispute resolution scheme which has the power to investigate and resolve disputes between Victorian consumers and their energy and water providers. EWOV's services are free and available to all Victorians, including residential and business customers.
EWOV’s aim is to settle problems fairly and independently, and as speedily as possible. EWOV also provides advice to the industry regulators, and energy and water providers, about any systemic problems which need to be addressed.
EWOV can be contacted on 1800 500 509 (or GPO Box 469D, Melbourne 3001).
See our complaints section to find how you can resolve a dispute at South East Water.
Weblink: Energy and Water Ombudsman Victoria