Water and Sewerage Industry (Customer Service Standards) Regulations 2019

A customer service code must specify that a regulated entity is not entitled to impose on a customer a fee, or interest, in relation to an amount of money by which the customer has been undercharged, except if the undercharging occurred because of fraud committed by the customer.

A customer service code must specify that if a regulated entity has disconnected a regulated service provided to a customer who has been undercharged because of fraud committed by the customer, the regulated entity may recover from that customer – an estimate of the usage that the customer has not paid for and that would have been payable by the customer as determined in accordance with the scale of fees under which the regulated service was provided to the customer; and the amount of the fee, or interest, if any, as specified in the customer service code.