Water and Sewerage Industry (Customer Service Standards) Regulations 2019
32Customer service code to specify customer complaints and dispute resolution policy
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32 Customer service code to specify customer complaints and dispute resolution policy
(1) A customer service code must specify that a regulated entity must have a policy in relation to –
(a) customer complaints; and
(b) the resolution of disputes between the regulated entity and customers.
(2) A customer service code must specify the information to be included in a policy referred to in subregulation (1) .
(3) A customer service code must specify that a regulated entity must provide, to a customer who has made a complaint to the regulated entity, written reasons of a decision made by the regulated entity in relation to the complaint.