Water Services Code of Conduct (Customer Service Standards) 2024 (WA)

Western Australia Water Services Act 2012 Water Services Code of Conduct (Customer Service Standards) 2024 Western Australia Water Services Code of Conduct (Customer Service Standards) 2024 Contents Part 1 — Preliminary 1. Citation 1 2. Commencement 1 3. Terms used 1 4. Meaning of payment plan 1 5. Application of code 1 6. Contracting out 1 7. Notes and examples not part of code 1 Part 2 — Connection of water services to land 8. Information about connections 1 9. Minimum performance standards for standard supply connections 1 Part 3 — Billing for water services 10. Bills other than for quantities supplied or discharged 1 11. Bills for quantities supplied or discharged 1 12. Sending bills 1 13. Information on bills 1 14. Estimates: licensee's obligations 1 15. Information on bills if charge per kL varies depending on volume supplied 1 16. Requested meter readings, revised bills: licensee's obligations 1 17. Leaks 1 18. Undercharging in bills 1 19. Overcharging in bills 1 20. Notice of alterations to charges 1 21. Review of bills 1 22. Review procedure 1 Part 4 — Payment for water services 23. Term used: consumer organisation 1 24. When payment due 1 25. Payment methods 1 26. Consent for direct debits 1 27. Payment in advance 1 28. Free redirection in case of absence or illness 1 29. Payment assistance 1 30. Payment plans 1 31. Variation of payment plans 1 32. Financial hardship policy 1 33. Assistance for customers experiencing financial hardship 1 34. Other matters relating to payment assistance 1 35. No interest or fees for late payment in certain cases 1 36. No debt collection in certain cases 1 Part 5 — Restricting the flow of water 37. Term used: water supply restriction 1 38. Reminder notice 1 39. Notice of water supply restriction 1 40. No water supply restriction in certain cases 1 41. No water supply restriction at certain times 1 42. Water flow not to be reduced below minimum rate 1 43. Restoration of water supply 1 44. Minimum performance standards for restoration of water supply 1 Part 6 — Faults, emergencies and interruptions affecting water services 45. Term used: supply area 1 46. Notice of matters that will affect a water supply service 1 47. Bursts, leaks, blockages and spills 1 48. Licensee to have 24‑hour information line 1 Part 7 — Complaints about water services 49. Procedure for dealing with complaints about water services 1 50. Advice about outcome of complaint 1 Part 8 — Information and communication services 51. Services and information to be provided without charge 1 52. Information to be widely available 1 Part 9 — Requirements for supply of water to persons with special requirements or needs 53. Terms used 1 54. Preserved supply register and advice to registered persons 1 55. No reduction of supply 1 56. Notices under clause 46 to persons on preserved supply register 1 Part 10 — Repeal 57. Water Services Code of Conduct (Customer Service Standards) 2018 repealed 1 Notes Compilation table 1 Defined terms Water Services Act 2012 Water Services Code of Conduct (Customer Service Standards) 2024