We have three customer service codes: two for urban water businesses, and another for rural ones. These codes specify the standards and conditions that water businesses must comply with when they provide water or wastewater services to customers.
Customer service codes
Overview
In line with our customer service codes, Victorian water businesses are required to:
- follow the customer-related standards, procedures and practices set out in the code that is relevant to them
- develop, issue and comply with a customer charter that meets the procedural and substantive requirements of the relevant code, and sets out the water business’s approved service standards.
These codes also reflect changes we made as a result of:
- our 2018 water price review
- our review related to the Royal Commission into Family Violence
- our work on regulating debt management powers
- amendments we made as a result of changes to key pieces of water-related legislation.
View information about the water customer code survey on family violence updates we plan to conduct in 2019.
Urban and rural water business codes
1 August 2018
We have amended schedules contained within the urban customer service code.
Our 2018 water price review approved new service standard targets and guaranteed service level schemes for all urban water businesses.
(pdf, 752.18 KB)
1 August 2018
We have amended schedules contained within the rural customer service code.
Our 2018 water price review approved new service standard targets for all rural water businesses.
(pdf, 747.51 KB)
Resources
1 August 2018
We have amended schedules contained within the urban customer service code.
Our 2018 water price review approved new service standard targets and guaranteed service level schemes for all urban water businesses.
(pdf, 752.18 KB)
1 August 2018
We have amended schedules contained within the rural customer service code.
Our 2018 water price review approved new service standard targets for all rural water businesses.
(pdf, 747.51 KB)
September 2014
This code provides for additional obligations on urban water businesses specific to the management of trade waste services.
(pdf, 91.38 KB)