Western Australian Current Regulations

WATER SERVICES CODE OF CONDUCT (CUSTOMER SERVICE STANDARDS) 2024

TABLE OF PROVISIONS

   PART 1 -- Preliminary  

   1.      Citation  
   2.      Commencement  
   3.      Terms used  
   4.      Meaning of payment plan  
   5.      Application of code  
   6.      Contracting out  
   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.     Notice of alterations to charges  
   21.     Review of bills  
   22.     Review procedure

   PART 4 -- Payment for water services  

   23.     Term used: consumer organisation  
   24.     When payment due  
   25.     Payment methods  
   26.     Consent for direct debits  
   27.     Payment in advance  
   28.     Free redirection in case of absence or illness  
   29.     Payment assistance  
   30.     Payment plans  
   31.     Variation of payment plans  
   32.     Financial hardship policy  
   33.     Assistance for customers experiencing financial hardship  
   34.     Other matters relating to payment assistance  
   35.     No interest or fees for late payment in certain cases  
   36.     No debt collection in certain cases

   PART 5 -- Restricting the flow of water  

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

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

   45.     Term used: supply area  
   46.     Notice of matters that will affect a water supply service  
   47.     Bursts, leaks, blockages and spills  
   48.     Licensee to have 24‑hour information line

   PART 7 -- Complaints about water services  

   49.     Procedure for dealing with complaints about water services  
   50.     Advice about outcome of complaint

   PART 8 -- Information and communication services  

   51.     Services and information to be provided without charge  
   52.     Information to be widely available

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

   53.     Terms used  
   54.     Preserved supply register and advice to registered persons  
   55.     No reduction of supply  
   56.     Notices under clause 46 to persons on preserved supply register

   PART 10 -- Repeal  

   57.     Water Services Code of Conduct (Customer Service Standards) 2018 repealed
           Defined terms  
           Water Services Act 2012
           Water Services Code of Conduct (Customer Service Standards) 2024 PART 1 -- Preliminary