Introduction Yarra Valley Water is the largest of Melbourne’s three water corporations, providing water and sewerage services to 1.8 million people and 50,000 businesses in the city’s northern and eastern suburbs. The company owns and maintains more than 9,000 kilometres of water mains and over 9,000 kilometres of sewer mains. In addition to supplying established communities and commercial entities, it also services new suburbs and business parks. To ensure the operational integrity of its infrastructure, Yarra Valley Water retains a dynamic and highly professional field maintenance team, committed to delivering exceptional customer service. The company was keen to optimise the customer experience in rela- tion to claims and billing-disputes. These investigations were often cos

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