The Water Code establishes a customer protection framework that sets out the minimum level of customer service for water licensees that supply drinking water and sewerage services. The Water Code covers a broad range of areas including billing, payment, connection, metering, financial hardship and complaints. The Code applies to all water supply (other than non-potable) and sewerage licensees.
The ERA must undertake a review of the Code every five years. Any amendments or replacements of the Code must occur in consultation with a statutory committee, the Water Code Consultative Committee.
Following the 2023 review of the Code, the ERA has repealed the Water Services Code of Conduct (Customer Service Standards) 2018 and replaced it with Water Services Code of Conduct (Customer Service Standards) 2024 to implement the amendments outlined in this decision.
The new Water Services Code of Conduct (Customer Service Standards) 2024 will commence on 1 July 2024.
Read more about the 2023 review.
