Water Services Code of Conduct (Customer Service Standards) 2024

This clause applies if —

a licensee has sent a bill to a customer who is a residential customer; and

the licensee has assessed, under its financial hardship policy, that the customer is experiencing financial hardship.

The licensee must —

advise the customer that the customer has a right to pay the bill under an interest‑free and fee‑free payment plan or other arrangement under which the customer is given more time to pay the bill or to pay arrears; and

offer to enter into an appropriate plan or arrangement with the customer.

When formulating a payment plan or other arrangement for a customer under this clause the licensee must take into account —

the customer’s capacity to pay the bill; and

in the case of a bill for usage, how much water has been supplied or wastewater has been discharged in previous billing periods.

In addition to the requirements of subclauses (2) and (3), the licensee must —

consider reducing an amount owing by the customer to the licensee; and

at the customer’s request, review how the customer is paying the bill under a payment plan or other arrangement entered into under subclause (2) and, if the review indicates that the customer is unable to meet obligations under the plan or arrangement, revise it; and

provide written information to the customer about —

redirecting the bill free of charge under clause 28; and

the bill payment methods provided by the licensee; and

applying for concessions to which the customer may be entitled; and

seeking independent financial counselling or seeking advice from relevant consumer organisations; and

applying for any other financial assistance to which the customer may be entitled including from Government‑funded grant schemes.