Water Services Code of Conduct (Customer Service Standards) 2024

A licensee must have policies, practices and procedures for dealing with and minimising the impact of a burst, leak or blockage in its water supply works or sewerage works.

The policies, practices and procedures under subclause (1) must deal with at least the following matters —

prompt attendance at a site after becoming aware of the existence of a burst, leak or blockage;

the action or actions that must be taken to rectify a burst, leak or blockage, taking into account the potential or actual impact on —

customers; and

other persons or entities affected by the burst, leak or blockage; and

property; and

the environment;

the action or actions that must be taken to ensure that, in the event of a wastewater spill from the sewerage works of the licensee onto a customer’s property, damage and inconvenience to the customer and other persons or entities are minimised;

the action or actions that must be taken to ensure that, in the event of a wastewater spill from the sewerage works of the licensee, the spill is promptly cleaned and the affected area is disinfected.

The policies, practices and procedures under subclause (1) may be set out in 1 or more documents.