The Water Services Code of Conduct (Customer Service Standards) 2018 deals with the conduct of water licensees in relation to customers and potential customers. The Code deals with the connection of water services to land, the billing and payment for water services, the provision of water services to customers in financial hardship, the suspension of the provision of water services, the provision of information to customers and others about water services and complaints procedures.
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.
Following the 2016-17 review of the Code, the ERA repealed the Water Services Code of Conduct (Customer Service Standards) 2013 and replaced it with the Water Services Code of Conduct (Customer Service Standards) 2018.
