The Water Services Code of Conduct (Customer Services Standards) establishes a customer protection framework that sets out the minimum customer service standards for licensees that supply drinking water and sewerage services in Western Australia. The Code covers a broad range of areas including billing, payment, connection, metering, financial hardship and complaints. The Code applies to all water supply (other than non-potable) and sewerage licensees.
The ERA must undertake a review of the Code every five years. Any amendments or replacements of the Code must occur in consultation with a statutory committee, the Water Code Consultative Committee.
The ERA conducted a review of the Code in 2023, producing Draft Review and Final Review reports, which can be found on the 2023 Water Code Review page (below). The review led to the Water Services Code of Conduct (Customer Service Standards) 2018 being repealed and replaced with the Water Services Code of Conduct (Customer Service Standards) 2024.
The Water Services Code of Conduct (Customer Service Standards) 2024 commenced on 1 July 2024 and is available on the WA Legislation website.