Water Utilities Group

Customer Service Charter

Our standard Customer Service Charter details your rights and obligations as a customer when you receive a service from us and Water Utilities Australia's rights, obligations and customer commitments.

Download Water Utilities Australia Customer Service Charter

 

Privacy

WUA recognises that the privacy of your personal information is important to you and is committed to respecting its obligations to protect the privacy of the personal information of individuals with whom it deals in accordance with the Australian Privacy Principles.

Download Water Utilities Australia Privacy Policy Statement

 

Hardship

Water Utilities Australia is committed to assisting our customers who are experiencing financial hardship, to manage their payments in a manner that best suits the customer, and ensuring they remain connected to our service.

Download Water Utilities Australia Customer Hardship Policy

 

Quality, Health and Safety, Environment

Water Utilities Australia is committed to implementing, maintaining and continually improving an integrated management system to improve our quality, health and safety and environmental performance for the benefit of our customers, our staff and the wider community.

Water Utilities Australia's integrated management system is third-party certified to the requirements of ISO9001, AS/NZS4801, OHSAS18001, and ISO14001.

Download Water Utilities Australia QHSE Policy

Download ISO9001 Quality Certification

Download AS/NZS4801 Health and Safety Certification

Download OHSAS18001 Health and Safety Certification

Download ISO14001 Environmental Certification

 

Customer Enquiry, Complaint and Dispute Resolution Process

This document should be read in conjunction with Water Utilities Australia's Customer Charter and outlines Water Utilities Australia's customer enquiry, complaints and dispute resolution process detailing the requirements for recording, managing and responding to complaints, enquiries and escalations which are received by Water Utilities Australia.

Download Water Utilities Australia Customer Enquiry, Complaint and Dispute Resolution Process