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Customer charter

For both residential and business customers, this document outlines our service commitments and standards, and your rights and obligations as a customer.

The Charter also includes:

  • Connection and service provisions
  • Charges
  • Complaints and dispute procedures
  • Billing
  • Payments
  • Collection
  • Actions for non-payment
  • Quality of services
  • Reliability of services
  • Re-connection
  • Metering
  • Works and maintenance
  • Other information

The Charter is in line with the Customer Service Code from the Essential Services Commission.