Customer hardship policies
37 Customer hardship policies
The Minister must develop and publish a customer hardship policy in respect of the residential customers of water industry entities that sets out—
processes to identify residential customers experiencing payment difficulties due to hardship, including identification by a water industry entity and self‑identification by a residential customer;
and
an outline of a range of processes or programs that a water industry entity should use or apply to assist customers identified under paragraph (a).
The Minister may vary a policy under subsection (1) from time to time.
A water industry entity must—
adopt a customer hardship policy published by the Minister under this section; or
with the approval of the Commission, adopt such a policy with modifications.
It will be a condition of a water industry entity's licence that it complies with the customer hardship policy applying in relation to the entity under subsection (3).
In this section—
residential customer means a customer or consumer who is supplied with retail services for use at residential premises.
The statute text is free to read above. View subscription options to unlock the case-law research tools for each provision.