We are reviewing our urban and rural water customer service codes to ensure they continue to meet the needs of Victorian water consumers.
Water codes review 2021
Launch of review21 December 2021
Stakeholder engagementFebruary - March 2022
Draft decisionMay 2022
Final decisionSeptember 2022
We are reviewing the water customer service codes to ensure they meet the contemporary needs of Victorian water consumers.
- review the National Cabinet approved policies and principles for coronavirus support and assess how these are reflected in the code
- update the codes to reflect new processes and best practice that has evolved over the last two years
Our review will include our urban and rural water customer service codes.
We look forward to engaging with our all our stakeholders in the first half of 2022 to share insights, knowledge and provide feedback on the code changes.
How we will conduct our review
We are currently reviewing the work that was completed in 2019, whilst taking into the account the water businesses’ learnings from their changed approaches to customer support since the start of the pandemic. This is to help focus and prioritise topics for our review.
Upon completion of this review, we will engage with our stakeholders in the first half of 2022. Through this process, interested stakeholders will be able to participate via workshops, as well as providing submissions during our consultation period.
Documents we're reviewing
What's changed since the launch of these codes
Since the launch of our urban and rural customer service codes in mid-2000s, we have seen significant changes in the sector, including:
- how we regulate Victoria's water pricing framework (PREMO)
- the introduction of new consumer protection for customers affected by family violence
- the launch of the commission’s Getting to Fair strategy.
In the energy sector, we introduced the payment difficulties framework (effective from 1 January 2019) to better support electricity and gas customers who are facing difficulties paying their bills, and recently launched the payment difficulty review 2021.
Given these changes, we are considering the operation of the water customer service codes and reasonable endeavours checklist as it relates to the hardship related guaranteed service level measures.