These industry standards specify the standards and conditions that water businesses must comply with when they provide water or wastewater services to customers.
Water industry standards
Overview
In line with our water industry standards, Victorian water businesses are required to:
- follow the customer-related standards, procedures and practices set out in the industry standard that is relevant to them
- develop, issue and comply with a customer charter that meets the procedural and substantive requirements of the relevant industry standard, and sets out the water business’s approved service standards.
Water industry standards for customers of urban and rural water businesses
The commission has released updated versions of the Water Industry Standard – Urban Customer Service and the Water Industry Standard – Rural Customer Service with amendments to give effect to updated service standards and targets, as well as updated guaranteed service level schemes, effective from 1 July 2023.
Water industry standard for trade waste customers
Related work
Resources
Past versions and projects related to our water industry standards
From 1 December 2021, according to section 187A(2) of the Water Industry Act 1994, the Customer Service Codes are taken to be Water Industry Standards made under section 4F of the Water Industry Act 1994.
30 June 2020
Customer service code schedule amendments (resulting from the 2020 water price review)
(pdf, 508.38 KB)
30 June 2020
Customer service code schedule amendments (resulting from the 2020 water price review)
(pdf, 419.55 KB)
We are reviewing our urban and rural water customer service codes to ensure they continue meeting the needs of Victorian water consumers in relation to the financial hardship guaranteed service level (GSL).
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