Your experience as a customer
We recognise our services are an everyday part of our customers’ lives and underpin the wellbeing of our community. Being customer-focussed is our top priority and we work hard to align what we do with your expectations.
Our Customer Charters provide an overview of the services we provide, what you should expect to receive when dealing with us, along with your rights and obligations as our customer.
We’ve recently updated our Residential (Urban) and Trade Waste Customer Charters for the period 1 March 2023 to 29 February 2028. They cover anyone supplied with reticulated drinking water, non-drinking water, recycled water, reticulated sewerage services, and trade waste services.
Our rural supply customers are covered under a separate Rural Customer Charter.
- Urban Customer Charter (PDF 665KB)
- Trade Waste Customer Charter (PDF 652KB)
- Rural Customer Charter (PDF 922KB)
If you're one of our Residential (Urban) customers, you can read a copy of our Customer Charter Summary here.
