Water and Sewerage Industry (Customer Service Standards) Regulations 2019.

These Regulations establish customer service standards for regulated entities. Part 2 requires a customer service code to specify that a regulated entity must publish a customer charter and must not contravene it. Part 3 clarifies that a customer service code must also contain information relating to connections that is included in a price and service plan in accordance with section 56U of the Water and Sewerage Industry Act 2008, and must specify the circumstances, if any, in which a regulated entity may request a person to pay a security deposit for the connection, maintenance, upgrade or renewal of the regulated entity's infrastructure to a property owned or occupied by the person. Part 4 moreover requires customer service code to specify matters relating to supply and disconnection, these include restrictions, circumstances relating to disconnection or restriction because of debt, policy on planned and unplanned interruptions, provision to be made for special needs customers, and rate of water flow.