Preserved Supply Register

For the supply of water to persons with special requirements or needs, Muchea Water maintains a preserved supply register.

If you, or someone residing at your property, is on a dialysis machine or other life support equipment, or has special needs of another kind, please let us know by contacting us by email, telephone or post. By making us aware of your circumstances, we can record your contact details on our Preserved Supply Register. This ensures we know to contact you in certain situations, such as service interruptions, or that at other times we will not reduce the flow of water to your address.

More detail on our Preserved Supply Register, and how we use it, is set out below.

1)  Where

a) we receive a notice or we otherwise become aware that a person who resides at a supply address requires water for the operation of a dialysis machine or other life support equipment; or

b) if we assess and determine that a person who resides at a supply address requires water for a special need of another kind;

2)  Muchea Water will:

a) maintain an up-to-date register; and

b) record on the register, in relation to each person mentioned in 1 a) or b) above:

i. the name of the person and their preferred contact details (to the extent known to Muchea Water); and

ii. the supply address.

3)  Muchea Water will, within 5 business days after recording a person on the register, provide the following information in writing to the person:

a) advice that there may be planned or unplanned service interruptions to the supply of water to the supply address, and that we are required to provide notice of a planned service interruption in accordance with the Water Service Code of Conduct (Customer Services Standards) 2024;

b) advice about where to find information and communications about unplanned service interruptions on our website;

c) a recommendation that the person prepare a plan of action in case of an unplanned service interruption;

d) an emergency telephone contact number for Muchea Water (the charge of which will be no more than the cost of a local telephone call (excluding mobile telephones)).

4)  For the purposes of the Prescribed Supply Register, a person’s contact details are the following:

a) a telephone number;

b) an email address.

5)  No reduction of supply

Muchea Water will not reduce the rate of flow of a supply of water to a supply address recorded on the preserved supply register.

6)  Notices to persons on preserved supply register

In the case of a service interruption that will affect a supply address recorded on the preserved supply register, notice will be:

a) given:

i. to the person using the person’s preferred contact details recorded on the register; or

ii. by any form of electronic means agreed between Muchea Water and the person recorded on the register;

or

b) if notice cannot be given under paragraph (a):

i. sent by post to the supply address; or

ii. delivered to the supply address.