Water and Sewerage Industry (Customer Service Standards) Regulations 2019

A customer service code must specify that a regulated entity may only use, in respect of a debt due and payable to the regulated entity, the remedies specified in the customer service code.

A customer service code must specify that, if a customer has entered into a payment plan with a regulated entity, the regulated entity must not impose or charge fees or interest on the customer except in accordance with the plan.

A customer service code must specify – a period, after a debt has become due and payable to a regulated entity by a customer, within which the regulated entity must send to the customer a reminder notice in the same manner in which it issued an account to the customer; and the information to be contained in that reminder notice.

A customer service code must specify that, until a reminder notice referred to in subregulation (3) is sent by a regulated entity to a customer, the regulated entity may not pursue a remedy in relation to the customer.

A customer service code must specify that a regulated entity that pursues a remedy against a customer in relation to a debt that is due and payable to the regulated entity must, as soon as reasonably practicable, notify the customer in writing that the regulated entity is pursuing the remedy against the customer in relation to the debt.