Drinking water
Frequently asked questions
How is drinking water quality regulated?
Drinking water in Victoria is regulated by the state Government through the application of the Safe Drinking Water Act 2003. The Drinking Water Regulatory Unit within the Department of Human Services is responsible for implementing, and monitoring compliance with, the Act.
Does the Drinking Water Regulatory Unit regulate all of the water suppliers in Victoria?
There are some small towns in Victoria that are not supplied by the listed water authority business, and are therefore not regulated by the Drinking Water Regulatory Unit. The Unit also does not regulate drinking water sourced from privately owned tanks.
What are the standards?
The Safe Drinking Water Regulations set out standards for the quality of drinking water as supplied to customers.
These standards cover:
- E. coli, an indicator bacteria,
- turbidity, a measure of the cloudiness of the water and
- a number of chemicals, such as aluminium and some disinfection by-products, that may arise as a result of particular water treatment processes.
There is also an overarching obligation that the drinking water supplied must always be safe.
The standards are based on scientific information set out in the Australian Drinking Water Guidelines on the Cooperative Research Centre for Water Quality and Treatment website.
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What happens if my water authority business fails to meet the standards?
Failure to meet the standards may be addressed through a formal undertaking by the water business to carry out improvements. These undertakings will be negotiated between the water business and the Drinking Water Regulatory Unit. There are penalties associated with the failure of water businesses to carry out their undertakings.
Where can I get more information about drinking water quality?
If you would like more information about drinking water quality in your town or suburb you can get it from your water business. This information appears in the annual report produced by your water business, and can be obtained by writing or calling their main office. In some cases it is available on their website.
The Drinking Water Regulatory Unit is required to make its annual report available by February 28 of each year, commencing from February 2006.
Where does my drinking water come from?
A large proportion of Melbourne’s drinking water comes from legislatively protected or naturally forested catchments. These are areas of natural eucalypt forest that cover more than 150,000 hectares with a large proportion reserved for more than 100 years, solely for the purpose of harvesting water.
To further safeguard water quality, the water harvested is stored in reservoirs for up to 4 years allowing it to be purified through settling and natural disinfection processes. Further disinfection of the water with chlorine is required to ensure health and safety for customers.
The drinking water for the rest of Victoria is sourced from a variety of dams, reservoirs, rivers and groundwater. Your local water business can provide further information about the source of the water that your area is supplied with.
Where can I get a map showing the water company boundaries?
The boundaries of the water businesses are well described in publications by the Victorian Water Industry Association (VicWater) (see the VicWater website). Your water authority business can provide additional information if required.
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What types of chemicals are added to my drinking water?
The type of chemicals added by your water supplier might include chlorine or ozone to remove the risk of diseases such as gastroenteritis, alum to trap particles and micro-organisms and lime/soda ash to ensure the water is not too acidic or basic. The addition of these chemicals is continuously monitored and controlled to ensure that the correct amounts only are added to the water.
Your water authority business can provide information about the chemicals added to your water supply.
My water tastes of chlorine, is it safe to drink?
When chlorine is used to disinfect water supplies, systems are operated so that a small amount of free chlorine remains in the water as it travels through the system, thus ensuring that the potential for bacteria to grow in the system is very low.
Your water authority business can provide information about the quality and safety of your drinking water.
How much chlorine is in the water supply?
The type of disinfection used, and the levels of residual disinfection products in your drinking water, is information that you can obtain from your water business.
My water is discoloured, or has a unusual taste or smell, is it safe to drink?
There are various reasons why water can become discoloured, or have an unusual taste or smell. You should contact your water authority business who will provide assistance in rectifying the problem and also provide you with information about the quality and safety of your water supply.
Who controls the price of drinking water in Victoria?
The Essential Services Commission (ESC) is the independent economic regulator established by the State Government of Victoria to regulate prescribed essential utility services including water. The ESC reviews and sets the price of drinking water and wastewater services in Victoria.
For more information see the Energy and Water Ombudsman (Victoria) website.
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What is the Customer Service Code?
The Essential Services Commission has developed the Customer Service Code that specifies minimum customer-related standards, procedures, policies and practices with which a regulated water business must comply. Each water business must have a Customer Charter that addresses these issues.
Contact your water authority business for a copy of their Customer Service Code.
Do you have a problem with your water or sewerage service?
If you have a problem with your drinking water or sewerage services you should contact your water business. The process for lodging complaints with your water authority business will be available on their website, or by telephoning the business directly. All businesses are required to have their customer complaint processes documented and readily available for customers.
If there are problems that arise during this process, the Energy and Water Ombudsman (Victoria) has the power to investigate and resolve disputes between Victorian electricity, gas and water customers and their providers. For more information see the Energy and Water Ombudsman (Victoria) website.
Customers may also in certain circumstances have rights of appeal to the Small Claims Tribunal, the Victorian Civil and Administrative Appeals Tribunal, the EPA or the Courts.
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