Water Retail Code - major retailers
- Project Released: 13 Jul 2012
- Project Closes: 16 Nov 2012
- Contact: Amber Miller
Overview
The water retail code - major retailers regulates retailer behaviour when
supplying retail services (water and sewerage) to customers. It includes
provisions relating to standard form customer contracts, payment options,
billing, enquiries, complaints and dispute resolution processes and the
establishment of the service standards that customers can expect to receive from
their water and/or sewerage retailer.
We have developed a water industry code, the water retail code - major retailers, to apply to SA Water from 1 January 2013. For details on the water retail code for intermediate and minor retailers refer to the Economic regulation of water retailers other than SA Water Project.
Status
Current status is Final
- Initiate
- Submissions
- Final
Final
The water retail code - major retailers is the principal consumer protection
document setting out the behavioural standards and minimum requirements to be
complied with by major retailers when dealing with their customers.
The water retail code - major retailers includes provisions covering the
following areas:
- Standard form customer sale contract – requirement for retailers to submit
standard form contracts to the Commission, for approval;
- Customer charter – minimum information provision requirements about the
respective rights and obligations of retailers, customers and tenants;
- Enquiry, complaint and dispute resolution procedures – internal procedures
for handling customer enquiries, complaints and disputes, which must include
escalation to an independent dispute resolution body where the issue cannot be
satisfactorily resolved by the retailer, to be submitted to the Commission, for
approval;
- Hardship programs – requirement for retailers to have an approved
residential customer hardship policy in place;
- Retail supply obligations - the quality, safety and reliability of the
supply of retail services (under a standard contract), including the requirement
for retailers to minimise supply interruptions and provide information to
customers on interruptions and develop and administer a compensation scheme for
loss or damage suffered by customers;
- Billing – minimum requirements around billing to ensure that customers
receive accurate billing information in a timely manner and that customers’
needs are addressed when billing errors are determined, including requirements
around undercharging and overcharging;
- Payment and payment difficulties - minimum requirements for payment terms,
payment methods and the requirements for managing temporary payment difficulties
experienced by customers;
- Disconnections and restrictions for non-payment - limitations on the grounds
on which water and sewerage services may be restricted or disconnected and
obligations on retailers prior to restricting a customer.
We have developed the initial set of service standards to apply to SA Water,
in consultation with SA Water. The initial set of service standards adopts and
formalises SA Water’s internal monitoring and reporting in key customer service
areas and are set at levels that require SA Water to maintain its historical
performance.