Customer service codes

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.

Cog wheel.

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: 

You can view all projects related to our customer service codes in our resources tab.

View information about the water customer code survey on family violence updates.

Read more about our 2019 water codes review.

Urban and rural water business codes

1 August 2018
Customer service code urban water businesses

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
Customer service code rural water businesses

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
Trade Waste Customer Service Code

This code provides for additional obligations on urban water businesses specific to the management of trade waste services.

(pdf, 91.38 KB)

Related work

Customer service code review 2017 (Royal Commission into Family Violence)
Water customer code survey 2019: family violence changes

Resources

All water customer service codes

1 August 2018
Customer service code urban water businesses 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)
Customer service code urban water businesses 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
Trade Waste Customer Service Code

This code provides for additional obligations on urban water businesses specific to the management of trade waste services.
 

(pdf, 91.38 KB)

All projects related to our water customer services codes

Water codes review 2019 (financial hardship GSL)

We are reviewing our urban and rural water customer service codes to ensure they continue meeting the needs of Victorian water consumers in relation to the financial hardship guaranteed service level (GSL).

(, )
1 August 2018
Customer service code schedule amendments (resulting from the 2018 water price review)
(pdf, 201.3 KB)
Customer service code review 2017 (Royal Commission into Family Violence)
(, )
11 December 2012
Final Decision - Water Customer Service Codes - Regulation of Debt Management Powers
(pdf, 492.34 KB)
29 June 2012
Final Decision - Customer Service Codes Consequential and Transitional Amendments (1)
(pdf, 80.29 KB)
3 October 2011
Final Decision - Trade Waste Customer Service Code
(pdf, 121.15 KB)