Customers

Customer Protection

Customer Contract

The Customer Contract provides the terms under which we will provide, where available, services to you, our customers. The Contract also sets out rights and obligations including your rights in any dispute with us. This Contract is a legally enforceable document and is a requirement of the Water and Sewerage Industry Act 2008, Section 60 (2). There is no written formal contract, you are deemed to have a contract with TasWater, by definition of Section 60, for the supply of water and/or sewerage services to your property and as a customer, you are liable to pay for the services provided.

Our Customer Contract was revised as part of our Price and Service Plan 2018-21 and has been approved by the Tasmanian Economic Regulator (TER) and comes into effect on 1 July 2018. The revised contract has clearer language and simplified provisions to make it easier for customers to read and understand. Other changes included simplification of metering provisions, enabling customers to receive account invoices by email, changing the interest rate payable on overdue and overcharged accounts, and requiring customers with connections greater than 25 millimetres to install a backflow prevention device.

Customer Service Code

The Customer Service Code issued by the Tasmanian Economic Regulator (TER) details the minimum service standards and conditions that we will provide, and the rights and responsibilities of customers. A copy of the Code is available on the Office of the Economic Regulator’s website here.

Customer Charter

The Charter has been updated to reflect the outcomes of the TER's 2018 Price Determination, with a summary version also available.

Key matters that have been updated in the Charter include:

  • Development services (section 10.3) – timeframes for processing of statutory and non-statutory applications
  • Obligation to connect (section 11.2) - updated to reflect the refreshed Connections Policy
  • Service interruptions (section 14.1) – updated to reflect the Economic Regulator’s determination for planned and unplanned interruptions

Customer Charter Summary 

Financial Hardship

We recognise our residential customers may experience times of financial strain due to changes in circumstances beyond their control. We are committed to helping customers who have the intent, but not the capacity to make payments in accordance with the terms outlined on their TasWater accounts.

Please contact us if you are having difficulty paying your account and we can discuss alternate payment methods. Our Hardship Assistance Program is available to customers experiencing a change in circumstances that are beyond their control. 

Our Hardship Assistance Program offers a range of assistance methods and programs to help customers including:

  • Payment options, such as regular payment plans or access to Centrelink's Centrepay facility.
  • Information about government concessions and assistance.
  • Water conservation advice to lower water consumption costs.
  • A financial counselling and other support referral service so that customers may access further help.

A copy of TasWater’s Financial Hardship Policy is provided here.