Policies and governance

Our policies set goals and guidelines for the organisation and our employees.



Customer charters

Our customer charters set out our service standards and conditions and your rights and obligations as a customer.

The charters are in line with the Customer Service Code from the Essential Services Commission.

Summary Customer Charter PDF 175KB
Customer Charter: your rights explained (for customers supplied with reticulated drinking water, reticulated non-drinking water and/or reticulated sewerage services) PDF 287 KB
Customer Charter: your rights explained (for customers supplied with water by a separate written agreement) PDF 194 KB
Customer Charter: trade waste PDF 106 KB



Statements of Obligations

Under the Water Industry Act 1994, we are subject to the following statements of obligations, made by the Minister for Water.

  • Statement of Obligations (General)
  • Statement of Obligations (Emissions Reduction)

For copies, please refer to the Department of Environment, Land Water and Planning website




We are bound by the following state and federal legislation:

  • Water Act 1989
  • Water Industry Act 1994
  • Water (Governance) Act 2006
  • Catchment and Land Protection Act 1994
  • Safe Drinking Water Act 2003
  • Environment Protection Act 1970
  • Essential Services Legislation (Dispute Resolution) Act 2000
  • Victorian Privacy and Data Protection Act 2014
  • Freedom of Information Act 1982
  • Financial Management Act 1994
  • Building control Act 1993
  • Protected Disclosures Act 2012.




Under the Water Act 1989, we can enact by-laws effective within our service area as required.

Water Restrictions By-Law 190 PDF 274 KB



Gifts, benefits and hospitality

Barwon Water employees (including managers and senior executives), Board members and ‘in-house’ contractors and consultants are bound by this policy. The policy sets out our standards and procedures for responding to gift offers.

The policy is consistent with standards set by the Victorian Public Sector Commission.

Gifts benefits and hospitality policy
Gifts, benefits and hospitality register (updated January 2018) PDF 68 KB 
Privacy collection statement for gifts  PDF 43 KB 



Integrated Management System

Our integrated management system is the framework of policies, processes and procedures that define, control and improve our customer satisfaction, environmental management, and the health and safety of our customers and staff.

We comply with the following international and Australian standards:

  • ISO 9001:2008 Quality Management Systems
  • ISO 14001:2004 Environmental Management System
  • AS/NZS 4801:2001 Occupational Health and Safety Management System
  • Codex HACCP CAC/RCP 1-1969 REV 4, 2003 Food Safety Management System
Drinking Water Quality Policy PDF 49 KB
Health Safety Wellbeing Policy PDF 74 KB
Enterprise Risk Management System Policy PDF 75 KB
Environmental Policy PDF 70 KB