Minor and intermediate retailer restriction thresholds - debt and flow rate

Status

Current status is Further info

Further Info

Following consultation with interested parties by way of a Consultation Paper released on 7 October 2014 and taking into account feedback received, the Commission will not set the following thresholds until it has further information on the nature of retail services for minor and intermediate retailers.

• The minimum flow rate to apply when a customer’s water services are restricted.
• The minimum outstanding debt amount on which a retailer may seek to restrict water services.

While these thresholds are not being set at this time, the Commission notes that existing consumer protections are in place regarding the restriction of water services.  Water retailers must adopt a residential customer hardship policy published by the Minister (or such a policy with modifications approved by the Commission). The hardship policy contains provisions which oblige retailers to identify and assist customers experiencing hardship. Where a customer is identified as being in hardship and is participating in a hardship program, a retailer must not commence legal action or restrict a customer’s service. Further, the Code provides consumer protection such that a “retailer must not arrange for the disconnection of supply of a water service to a customer’s supply address for non-payment of a bill or bills.” A retailer is therefore obligated to provide a water service of some form, at all times.

If you would like to keep up to date with the Commission’s water industry activities and the release of papers for consultation, please complete your details on the subscribe page. Any queries relating to this consultation should be directed to:

Natasha Cheshire
Director, Licensing, Monitoring & Reporting
Telephone: (08) 8463 4444
Freecall: 1800 633 592 (SA and mobiles only)
Email: [email protected]