Section 68
Consumer standards
of Water Services Industry Act 2006
(1)
The Commission may, on its own initiative or upon the recommendation of the Water Forum, prepare or caused to be prepared consumer standards which shall include model procedures for—
(a)
reasonably meeting consumer requirements;
(b)
the handling of customer complaints and disputes including a mediation process other than a court, and procedures for the compensation of customers in case of a breach of the consumer standards; and
(c)
the protection of consumer information.
(2)
The matters which the consumer standards may address may include—
(a)
the provision of information to consumers regarding services, rates and performance;
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(b)
service levels and quality of service to be provided to consumers;
(c)
the provision of fault repair services;
(d)
customer charging, billing, collection and credit practices;
and
(e)
any other matters of concern to consumers.