Div 5Customer hardship policies

Division 5—Customer hardship policies 37—Customer hardship policies (1) The Minister must develop and publish a customer hardship policy in respect of the residential customers of water industry entities that sets out— (a) processes to identify residential customers experiencing payment difficulties due to hardship, including identification by a water industry entity and self‑identification by a residential customer; and (b) an outline of a range of processes or programs that a water industry entity should use or apply to assist customers identified under paragraph (a). (2) The Minister may vary a policy under subsection (1) from time to time. (3) A water industry entity must— (a) adopt a customer hardship policy published by the Minister under this section; or (b) with the approval of the Commission, adopt such a policy with modifications. (4) It will be a condition of a water industry entity's licence that it complies with the customer hardship policy applying in relation to the entity under subsection (3). residential customer means a customer or consumer who is supplied with retail services for use at residential premises.