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 work to adopt national coronavirus support principles
- our 2020 water price reviews and 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.
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.
Service codes for customers of urban and rural water businesses
On 1 July 2021, City West Water and Western Water integrated to form Greater Western Water. The service standards and guaranteed service levels for the former businesses in our Urban water business customer service code apply until 1 July 2023, when Greater Western Water will integrate these into a single set of standards.
Resources
Past versions and projects related to our water customer services codes
30 June 2020
Customer service code schedule amendments (resulting from the 2020 water price review)
(pdf, 508.38 KB)
30 June 2020
Customer service code schedule amendments (resulting from the 2020 water price review)
(pdf, 419.55 KB)
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).
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