Customer charter

For both residential and business customers, our customer charters outline our service commitments and standards, and your rights and obligations as a customer.

The charters include:

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

Our charters are in line with the Customer Service Code from the Essential Services Commission.