You are entitled to the following services on request and at no charge:
- information services for customers with hearing or speech impairment
- interpreting services
- a large-print version of any of the provider’s publicly available documents
- information about bills previously issued to the customer
- information about the quantity of water supplied to, or wastewater discharged by, the customer in previous billing periods (providers must provide this information within 5 business days of it being requested)
In addition, a provider must make a range of information publicly available including:
- fees and charges
- bill payment methods and applicable fees and charges associated with each payment method offered
- exemptions, discounts, rebates and concessions available
- planned and unplanned interruptions of water supply
- Bill estimation, metering reading and review of a bill
- obligations of customers to ensure that access to a meter is available.
- quality of water and its management as well as the sustainable use of water
- when they may restrict or cut off the supply of water because of failure to pay a supply charge
- that if a customer is offered a payment plan or other arrangement giving them more time to pay a bill or other arrears, they may not restrict or cut off supply, given the customer accepts this offer within 7 days and complies with the plan
- that the supply of water cannot be cut off to an occupied dwelling unless the occupier agrees