Water Services Code of Conduct
The Water Services Code of Conduct is a customer charter on good service provision, which came into effect in July 2013.
It establishes a customer protection framework that prescribes minimum service standards and requirements for water service providers and makes their obligations to customers clear.
The reference guide to the Customer Code gives a detailed explanation of each section of the code. The guide provides background on the water industry and explains each section of the code in detail.
The Minister for Water has the power under the Water Services Act 2012 to make codes that will apply to the way that water service providers operate and deliver services to customers. Codes can be made for a wide range of services.
The first code that was developed is the Water Services Code of Conduct (Customer Service Standards) 2013 Conduct. This Code is referred to as the Customer Code.
Who does the code apply to?
The Customer Code applies to all providers of water supply, sewerage, irrigation and drainage services licensed by the Economic Regulation Authority, unless they have received an exemption from the Minister for Water. Providers are required to comply with the code as part of their licence conditions.
What does the code cover?
The Customer Code covers the following areas:
- Connection of water supply
- Financial hardship policy
- Restriction practices
- Complaints about water services
- Provision of information and communication services to customers