The ERA has commenced its review of the Water Services Code of Conduct (Customer Services Standards) 2018.
The Water Code provides important protections to residential and business customers of water services licensees who supply potable (drinking) water and sewerage services. When providing these services to customers, licensees must comply with the Water Code, which sets service standards in a broad range of areas including connections, billing, payment, financial hardship, water flow restrictions and complaints.
The Water Code is an integral part of the protection framework for water customers, along with other instruments, such as the Water Services Code of Practice (Family Violence) 2020 and the Water Services Act.
The objective of the ERA’s review is to ensure the Water Code’s provisions remain fit for purpose in providing appropriate protections for customers. The periodic review process provides an opportunity for licensees, customers, and other stakeholders, such as consumer representative organisations and government agencies, to raise issues for consideration that lead to the Water Code being amended to improve customer protections.
On 20 April 2023 the ERA published a consultation paper. Submissions received in response to the consultation paper are available below.