Changes have been made to the customer contract to provide improved clarity and further benefits to our customers. These changes include:
- Enhanced customer service and support provisions, for example for customers experiencing financial hardship.
- Changes to rebates provided to customers to ensure those affected are more fairly compensated and the rebate value more fairly reflects the level of inconvenience customers experience when an incident occurs.
- Further clarification regarding customers' and Hunter Water's responsibilities for maintaining and repairing water, wastewater and stormwater systems.
- Inclusions to address the proposed changes to the plumbing regulation.
- Other minor changes resulting from our evolving operating environment, such as developments in the area of recycled water.
The current Customer Contract has been in place for eight years and will remain in place until 30 June 2011. Changes in our operating environment over this time means the customer contract in its current form, does not cover a number of changes that have occurred.
This has created some confusion for customers and we realised that there was opportunity to improve our Customer Contract. Additionally, as a term of Hunter Water's Operating Licence, IPART will initiative a review of our Customer Contract periodically.
View the new Customer Contract that will come into effect on 1 July 2011.
