Western Australian Current Regulations

WATER SERVICES CODE OF CONDUCT (CUSTOMER SERVICE STANDARDS) 2018

TABLE OF PROVISIONS

   PART 1 -- Preliminary  

   1.      Citation  
   2.      Commencement  
   3.      Terms used  
   4.      Application of code  
   5.      Contracting out  
   6.      Local government laws prevail if inconsistent with code  
   7.      Notes and examples not part of code

   PART 2 -- Connection of water services to land  

   8.      Information about connections  
   9.      Minimum performance standards for standard supply connections

   PART 3 -- Billing for water services  

   10.     Bills other than for quantities supplied or discharged  
   11.     Bills for quantities supplied or discharged  
   12.     Sending bills  
   13.     Information on bills  
   14.     Estimates: licensee’s obligations  
   15.     Information on bills if charge per kL varies depending on volume supplied  
   16.     Requested meter readings, revised bills: licensee’s obligations  
   17.     Leaks  
   18.     Undercharging in bills  
   19.     Overcharging in bills  
   20.     Review of bills  
   21.     Notice of alterations to charges

   PART 4 -- Payment for water services  

   22.     Terms used  
   23.     When payment due  
   24.     Payment methods  
   25.     Consent for direct debits  
   26.     Payment in advance  
   27.     Free redirection in case of absence or illness  
   28.     Assistance for customers experiencing payment difficulties  
   29.     Financial hardship policy  
   30.     Assistance for customers experiencing financial hardship  
   31.     Matters relating to customers experiencing payment difficulties or financial hardship  
   32.     No interest or charges for late payment in certain cases  
   33.     No debt collection in certain cases

   PART 5 -- Restricting the flow of water  

   34.     Term used: water supply restriction  
   35.     Reminder notice  
   36.     Notice of water supply restriction  
   37.     No water supply restriction in certain cases  
   38.     No water supply restriction at certain times  
   39.     Water flow not to be reduced below minimum rate  
   40.     Restoration of water supply  
   41.     Minimum performance standards for restoration of water supply

   PART 6 -- Faults, emergencies and interruptions affecting water services  

   42.     Terms used  
   43.     Notice of matters that will affect a water supply service  
   44.     Bursts, leaks, blockages and spills  
   45.     Licensee to have 24 hour information line

   PART 7 -- Complaints about water services  

   46.     Procedure for dealing with complaints about water services  
   47.     Licensee to advise customer of right to apply to water services ombudsman for review of complaint

   PART 8 -- Information and communication services  

   48.     Services to be provided without charge  
   49.     Information to be publicly available

   PART 9 -- Requirements for supply of water to persons with special requirements or needs  

   50.     Terms used  
   51.     Preserved supply register  
   52.     No reduction of supply  
   53.     Notice under clause 43 must be sent by post or delivered

   PART 10 -- Repeal  

   54.     Repeal of previous code of conduct
           Defined terms  
           Water Services Act 2012
           Water Services Code of Conduct (Customer Service Standards) 2018 PART 1 -- Preliminary
           Compilation table