Our Residential Customer Charter outlines your rights and obligations based on the Customer Service Code issued by the Essential Services Commission (ESC).
The content of this document is governed by the requirements set out in the Customer Service Code. In accordance with clauses 16(c) – (g) of the Code, it provides information across three areas:
Your experience as a customer – what you can expect when we interact with you and how we help customers in difficult circumstances.
Normal service delivery – services you can expect under business as usual conditions.
When things don’t go to plan – how we will work with, and for you, when things don’t go to plan, for example related to service reliability, quality concerns, conserving our limited water supply and non-payment of bills.