Water Services Code of Conduct (Customer Service Standards) Amendment Code 2024 (WA)

Western Australia

Water Services Act 2012

Water Services Code of Conduct (Customer Service Standards) Amendment Code 2024

Western Australia

Water Services Code of Conduct (Customer Service Standards) Amendment Code 2024 Contents Water Services Act 2012

Water Services Act 2012

Water Services Code of Conduct (Customer Service Standards) Amendment Code 2024

Made by the Economic Regulation Authority under section 27 of the Act.

1.Citation

This code is the Water Services Code of Conduct (Customer Service Standards) Amendment Code 2024.

2.Commencement

This code comes into operation as follows —

• (a)

  clauses 1 and 2 — on the day on which this code is published on the WA legislation website;

• (b)

  the rest of the code — immediately after the Water Services Code of Conduct (Customer Service Standards) 2024 clause 3 comes into operation.

3.Code amended

This code amends the Water Services Code of Conduct (Customer Service Standards) 2024.

4.Clause 3 amended

• (1)

  In clause 3 delete the definition of payment difficulties.

• (2)

  In clause 3 insert in alphabetical order:

   

business customer, of a licensee, means a customer of the licensee who is not a residential customer;

5.Clause 4 amended

Delete clause 4(1) and insert:

• (1)

  A payment plan is an arrangement between a licensee and a customer which provides for the following —

  • (a)

    the customer is allowed to pay a bill, any arrears or a fee or charge (including a reduction, disconnection or restoration fee or charge) by 2 or more instalments while continuing to be provided with a water service;

  • (b)

    in the case of a residential customer — the arrangement is an interest‑free and fee‑free arrangement.

     
  6.Clause 6 amended

In clause 6(1) delete “customer who is not a residential” and insert:

business

7.Clause 12 amended

In clause 12(5)(c) delete “hardship or payment difficulties; or” and insert:

hardship; or

8.Clause 29 replaced

Delete clause 29 and insert:

29. Payment assistance

• (1)

  This clause applies to —

  • (a)

    a residential customer; and

  • (b)

    a business customer who has notified a licensee that the customer is experiencing payment difficulties.

• (2)

  Subject to this Part, a licensee must make the following available to the customer —

  • (a)

    additional time to pay a bill;

  • (b)

    a payment plan for an amount owing by the customer to the licensee.

• (3)

  However, a customer is only entitled to select 1 option under subclause (2) once per bill.

   

9.Clause 30 amended

After clause 30(6) insert:

• (7)

  A licensee must, in relation to a business customer, consider and decide whether or not a payment plan should be interest‑free, fee‑free, or both.

   

10.Clause 34 amended

• (1)

  In clause 34(1) in the definition of payment scheme after “clause” insert:

   

29,

• (2)

  In clause 34(2) to (4) after “clause” insert:

   

29,

Note: The heading to amended clause 34 is to read:

Other matters relating to payment assistance

11.Clause 35 amended

• (1)

  In clause 35(1)(a):

  • (a)

    after “if the” insert:

     

  customer is a residential customer and the

   
  • (b)

    delete “29(1)(a)” and insert:

     

  29(2)(a)

   

12.Clause 36 amended

In clause 36(1):

• (a)

  in paragraph (a), after “clause” insert:

   

29,

 

• (b)

  delete paragraph (b).

13.Clause 40 amended

Delete clause 40(1)(b).

Economic Regulation Authority