Water and Sewerage Industry (Customer Service Standards) Regulations 2019
14Customer service code to specify notice of certain matters relating to fees
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14 Customer service code to specify notice of certain matters relating to fees
(1) A customer service code must specify the minimum period of notice that a regulated entity must give to a customer before imposing or varying –
(a) a fee that the customer is to be charged; or
(b) a method of calculating the fee that a customer is to be charged; or
(c) a policy that is to apply when determining the fee that a customer is to be charged.
(2) A customer service code must specify that subregulation (1) does not apply in relation to a customer if there is a price determination in force in relation to the customer that does not require the customer to be given the notice.
(3) A customer service code must specify that a fee, method or policy referred to in subregulation (1) may be viewed at the regulated entity's website.
(4) A customer service code must specify the time period within which a regulated entity must provide to a customer of the regulated entity a copy of a fee, method or policy referred to in subregulation (1) , if the customer requests that the copy be given to him or her.