Water and Sewerage Industry (Customer Service Standards) Regulations 2019
11Customer service code to specify policy on planned and unplanned interruptions
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11 Customer service code to specify policy on planned and unplanned interruptions
(1) A customer service code must specify that a regulated entity must develop policies, practices and procedures as to how the regulated entity intends to minimise the effect on customers of planned interruptions, or unplanned interruptions, to regulated services provided to the customers.
(2) A customer service code must specify the information to be included in the policies, practices and procedures developed by a regulated entity in accordance with subregulation (1) .
(3) A customer service code must specify that a regulated entity must, as soon as practicable, restore a regulated service to a customer that has been disconnected or restricted because of an unplanned interruption.