Customer Protection

Customer Contract

The Customer Contract provides the terms under which we will provide services to you, our customers. This Contract is a legally enforceable document and is a requirement of the Water and Sewerage Industry Act 2008. The contract commences without you having to sign any documentation, and you are deemed to have a contract with TasWater, by definition of Section 60 of the Water and Sewerage Act 2008, for the supply of water and/or sewerage services to your property. 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 2022-26 and has been approved by the Tasmanian Economic Regulator (TER) and comes into effect on 1 July 2022. The revised contract has clearer language and simplified provisions to make it easier for customers to read and understand. 

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 account.
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 eligible 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.
  • TasWater's Financial hardship policy (PDF 200.4KB)
Customer protection

Customer Service Code

The Customer Service Code issued by the Tasmanian Economic Regulator (TER) details the minimum service standards and conditions for the provisions of water and sewerage services, and the rights and responsibilities of customers. A copy of the Code is available on the Office of the Economic Regulator’s website here.

A table of the customer service standards can be downloaded here.

Customer Charter

The Charter has been updated to reflect the outcomes of the TER's 2022 Price Determination, with a summary version also available.

Was this page useful?

Rate this page

  • Rate as Yes33.33% Yes votes
  • Rate as No66.67% No votes