Procedure for dealing with complaints about water services
49 Procedure for dealing with complaints about water services
A licensee must have a written procedure (a complaints procedure) in relation to investigating and dealing with complaints of customers about the provision of a water service by the licensee or a failure by the licensee to provide a water service.
The complaints procedure must be developed using as minimum standards the relevant provisions of —
AS 10002:2022; and
the Authority’s guidelines (if any).
The complaints procedure must provide for the following —
how complaints are to be lodged and recorded;
acknowledging a complaint within 10 business days after the complaint is received;
responding to a complaint by addressing the matters in the complaint within 20 business days;
methods for responding to complaints;
dispute resolution arrangements.
The complaints procedure must list the procedures available to the customer under the Act as to —
applying to the water services ombudsman under a scheme approved under section 65 in respect of the complaint; or
making an appeal from, or applying for a review of, the decision that gave rise to the complaint, if an appeal or review is available under regulations mentioned in section 222(2)(k).
The complaints procedure must be publicly available.
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