Water and Sewerage Industry Act 2008

A customer who is not satisfied with the provision of a regulated service may lodge a complaint with the regulated entity which provides that regulated service.

The Regulator may, by notice given to the regulated entity, require the regulated entity to submit, by not later than the date specified in the notice, a proposed customer complaints process to the Regulator for approval.

A regulated entity must submit a proposed customer complaints process to the Regulator by the date specified in a notice given to the regulated entity under subsection (2). Fine not exceeding 100 penalty units.

On receipt of a proposed customer complaints process, the Regulator may – require amendments to be made to the proposed customer complaints process before approving the customer complaints process; or draft and approve a customer complaints process to apply in relation to a regulated entity if a regulated entity fails to submit a proposed customer complaints process as required by subsection (3) or fails to amend its proposed customer complaints process as required by the Regulator.

A regulated entity must cause the customer complaints process to be made available to the public in a manner approved by the Regulator. Fine not exceeding 50 penalty units.