Customer support program
TasWater has a range of programs to support our customers who may be experiencing financial hardship. We have a dedicated Customer Support Program team who can work with individual customers to create solutions that meet their needs, whether it is in the short or long-term. For more information click here.
Further information regarding charges and your account can be found here.
In addition, PSP4 details the approach TasWater will take for a number of serviced related matters described in the policies below.
During PSP4, we will focus on reducing the possibility of customers receiving services below the agreed standards, and we will continue to minimise impacts to the environment and to our communities.
We will also:
- Update how we measure customer service standards based on what matters most to our customers.
- Improve how we charge for trade waste categories based on feedback from customers and key stakeholders
- Reintroduce shared infrastructure charges to ensure we provide agreed service levels to existing customers and to new customers who want to connect to our systems, and
- Limit price increases to 3.5 per cent per annum
There is a cost to protecting our health and environment
Providing essential water and sewerage services to the level our community expects is complex and expensive. It takes a lot of experienced people, expertise and equipment to keep water safe and dispose of sewage efficiently while protecting the environment.
As a major employer in Tasmania with a strong connection to the Tasmanian community, we know our bills have to be kept affordable.
We also operate in a unique environment and face a number of unique challenges. TasWater has significantly more assets per customer due to Tasmania’s dispersed population, geography and historical council boundaries.
While TasWater has made significant progress in improving water and sewerage services in Tasmania, it is only part way through the necessary reforms that many of its Australian counterparts started more than 20 years ago.
Even with these challenges, we have worked hard to keep costs down and saved more than $28 million since TasWater was formed on 1 July 2013. In the long term, our focus on productivity will allow us to keep bills as affordable as possible for our customers.