57ZGContents of Commission service quality code

1. A Commission service quality code must—

2. specify which services it applies to; and
3. specify which suppliers it applies to; and
4. promote the purpose of this Part.

5. The code may (without limitation) do 1 or more of the following:

6. specify a consumer’s rights when they make a complaint to a supplier:
7. specify the type and frequency of communications that a supplier must have with consumers about—
   1. restrictions or interruptions of water services; and
   2. the time taken to respond to water services restrictions or interruptions and faults:
8. contain rules about the transparency of billing practices, and the way in which suppliers must respond to account queries:
9. set out the types of redress available to consumers when the quality of service does not meet appropriate standards (for example, in relation to pressure flow rates):
10. specify conditions for providing services to consumers who are experiencing hardship or who have other vulnerabilities (for example, the obligations of suppliers when responding to non-payment by consumers):
11. specify requirements for consulting consumers:
12. provide for any other matter that the Commission considers appropriate.