Family Violence Support

Are you or is someone you know affected by family violence?

Have you been left with a debt to Yarra Valley Water through no fault of your own?

Has a partner or family member put you in a difficult situation with your bill?

This could be a form of family violence. We are here to support you.

You only have to tell your story once

You will only have to explain your situation once – the first time you call. We will be guided by the information that you provide to us and no extra proof is required.

All conversations are confidential

Your safety and privacy will be respected at all times. None of the information you give us will be disclosed to anyone else, even if their name is on the account. Only staff who are directly involved will have access to the information provided – we can lock your account in our system to everyone other than the Customer Support Team, giving you added privacy.

We’ll help you with the debt

Yarra Valley Water provides support and assistance to customers left with debt. We’ll work with you to find a solution for your individual situation and won’t restrict your water supply.

Trained staff, respectful conversations

Our dedicated Customer Support Team have been trained to assist people who are experiencing family violence.

We will treat you with understanding and respect, explain how we can assist you in this difficult situation, and give you as much time as you need to consider your options.

We can put you in touch with additional support

We work collaboratively with a number of community organisations that specialise in working with and supporting people experiencing family violence. We can refer you to one of these services for immediate and or more long-term assistance.

We are here to listen and support you

If a partner or family member has left you with unpaid water and sewerage bills, please contact our experienced Customer Support Team on 1300 637 316 between 8.00am and 5.00pm, Monday to Friday.

Please see below for this material translated in 10 languages.