Water Services Code of Conduct (Customer Service Standards) 2024

This clause applies if a licensee —

receives notice or otherwise becomes aware that a person who resides at a supply address requires water for the operation of a dialysis machine or other life support equipment; or

assesses and determines that a person who resides at a supply address requires water for a special need of another kind.

The licensee must —

maintain an up‑to‑date register for the purposes of this Part; and

record on the register, in relation to each person mentioned in subclause (1)(a) or (b) —

the name of the person and their preferred contact details (to the extent known to the licensee); and

the supply address.

The licensee must, within 5 business days after recording a person on the register, provide the following information in writing to the person —

advice that there may be planned or unplanned service interruptions to the supply of water to the supply address, and that the licensee is required to provide notice of a planned service interruption in accordance with this code;

advice about where to find information and communications about unplanned service interruptions on the licensee’s website;

a recommendation that the person prepare a plan of action in case of an unplanned service interruption;

an emergency telephone contact number for the licensee (the charge of which will be no more than the cost of a local telephone call (excluding mobile telephones)).

For the purposes of this clause, a person’s contact details are the following —

a telephone number;

an email address.