Tasmanian Consolidated Regulations

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WATER AND SEWERAGE INDUSTRY (CUSTOMER SERVICE STANDARDS) REGULATIONS 2019

- (S.R. 2019, NO. 69)

TABLE OF PROVISIONS

           Long Title

   PART 1 - Preliminary

   1.      Short title
   2.      Commencement
   3.      Interpretation

   PART 2 - Customer Charters

   4.      Publication of customer charter
   5.      Customer charter to comply with relevant legislation

   PART 3 - Connections to Services

   6.      Customer service code to include information included in price and service plan relating to connections
   7.      Customer service code to specify matters relating to security deposits

   PART 4 - Disconnections and Restrictions of Services

   8.      Customer service code to specify matters relating to supply and disconnection
   9.      Customer service code to specify notice of certain disconnections or restrictions
   10.     Customer service code to specify circumstances relating to disconnection or restriction because of debt
   11.     Customer service code to specify policy on planned and unplanned interruptions
   12.     Customer service code to specify provision to be made for special needs customers
   13.     Customer service code to specify rate of water flow

   PART 5 - Fees

   14.     Customer service code to specify notice of certain matters relating to fees

   PART 6 - Details of Accounts, Meter Readings and Methods of Payment

   15.     Customer service code to specify billing periods
   16.     Customer service code to specify issue of separate accounts
   17.     Customer service code to specify matters relating to meter readings
   18.     Customer service code to specify contents of accounts issued
   19.     Customer service code to specify methods of payment

   PART 7 - Overpayments and Underpayments

   20.     Circumstances in which fraud is committed by customers
   21.     Customer service code to specify matters relating to adjustments of overpayments
   22.     Customer service code to specify matters relating to recovery of amount of money undercharged
   23.     Customer service code to specify matters relating to claiming of fees and interest on underpayments

   PART 8 - Payment of Arrears

   24.     Customer service code to specify interest and fees payable on overdue accounts
   25.     Customer service code to specify matters relating to collection of arrears
   26.     Customer service code to specify matters relating to payment plans
   27.     Customer service plan to specify matters relating to disputed accounts
   28.     Customer service code to specify financial hardship policy

   PART 9 - Customer Information, Services and Obligations

   29.     Customer service code to specify information provided to customers
   30.     Customer service code to specify matters relating to publication and provision of customer information
   31.     Customer service code to specify matters relating to customer enquiries
   32.     Customer service code to specify customer complaints and dispute resolution policy
   33.     Customer service code to specify customer obligations


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