In this submission, FCVic supports the proposed guideline on self-reporting non-compliance with the Water Industry Standards, emphasising transparency and accountability. We recommend including broader examples of vulnerability, such as communication assistance and payment hardship, in addition to family violence and life support equipment. We also suggest expanding the reporting template to capture detailed complaint data, including resolution times and outcomes, to enhance customer empowerment. Lastly, we highlight the importance of comprehensive staff training to ensure all employees can identify and report non-compliance, not just specialised teams.