Residential Customer Charter

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:

1. Your experience as a customer – what you can expect when we interact with you and how we help customers in difficult circumstances.
2. Normal service delivery – services you can expect under business as usual conditions.
3. 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.