Phone: 1300 656 007
Overseas: +61 3 5226 2500
Postal: PO Box 659, Geelong, Victoria 3220
ABN: 86 348 316 514
We’re here to help. Just drop us a line.
For all water or sewerage related emergencies and faults, we’re on call 24×7, every day of the year. Please don’t use email or social media to report or enquire about an emergency or fault; call us for a prompt and personal response.
For all general enquiries (such as questions about your water bill), we’re here to help 9 am to 5 pm, Monday to Friday. We are proud to have a helpful, knowledgeable, Geelong-based customer care centre.
Coronavirus (COVID-19) updates customer service centres closed
To enable us to continue to provide our essential service we have taken the precautionary step to close our customer counter until further notice. This will help minimise the risk of the coronavirus spreading so staff can continue to deliver services. We do want to help you, however we can and ask that you contact us over the phone or online.
Geelong head office
55–67 Ryrie Street, Geelong VIC 3220
Hours: 9 am to 5 pm, Monday to Friday
Colac customer service centre
42 Hesse Street, Colac VIC 3250 (customer service shared with the Corangamite Catchment Management Authority)
Hours: 8.30 am to 5 pm, Monday to Friday
In your language: translating and interpreter service
If English isn’t your first language, don’t worry: we provide a free interpreter service.
Contact the Translating and Interpreter Service (TIS) on 13 14 50 for assistance.
Hearing / speech impaired: National Relay Service
If you are deaf, or have a hearing or speech impairment, you can contact us through the National Relay Service.
- Teletypewriter (TTY) users can call 13 36 77
- Speak & Listen (speech-to-speech) users can call 1300 555 727
- SMS relay users can message 0423 677 767
Freedom of information
As a statutory agency of the state government, we’re bound by the Victorian Freedom of Information Act 1982.
You can request access to certain types of information and documents held by us through Freedom of Information (FoI) procedures.
Complaints and disputes
We recognise that to successfully deliver outstanding customer service, we must be committed to effectively receive and handle complaints.
We aim to resolve your issues at your first point of contact. And if we can’t, we have a robust and transparent process for escalating complaints and resolving disputes.