Download Customer Service Policy

Customer Service
Policy
September 2015
newater.com.au
Policy – September 2015
INTRODUCTION
North East Water strives to meet stakeholder and customer expectations in the provision of our services. In
keeping with our legislative obligations, the Customer Charter, the Trade Waste Customer Charter, and in
accordance with the Charter of Human Rights and Responsibilities 2006, we are committed to engage with our
customers in a timely, fair and equitable manner. We will ensure that all customers are informed of their rights,
obligations and how North East Water can support, assist and engage with them.
The Corporation has adopted a Governance Framework that combines the hierarchy of Corporation strategies,
obligations, policies and procedures with a risk-based approach to managing the business. This Policy is an
amalgam of all current Customer Service Policy Statements.
CUSTOMER SERVICE PRINCIPLES
North East Water’s service principles support the delivery of the Corporation’s commitment to our customers and
community. These service principles are outlined below:

Merit based assessment: Customer outcomes are assessed on a fair and reasonable basis, with a clear and
transparent rationale applied to all decisions. We “consistently differentiate” as we understand that one size
does not fit all. We assess each individual case on its own merits.

Balancing customer and stakeholder needs: We undertake a balanced assessment when seeking to meet
the needs of our customers, stakeholders and shareholders. We understand that we cannot “please all the
people all the time” however our considerations always consider the needs and aspirations of all groups .

Ethical and respectful interactions: Our customers are treated fairly, with honesty and with respect. We
expect our customers to interact with us in a like manner.

Smooth pathways for customers: We provide consistent pathways for our customers, ensuring customer
certainty and allowing people time to adjust to any necessary changes.

Accuracy and integrity: We provide our customers with the right information at the right time. We strive to
ensure the information provided is understandable, meets our customer’s needs and is delivered in
accordance with our promised timeframes.

Enforcement when appropriate: We work with our customers to ensure they understand and abide by their
obligations. When necessary, our enforcement role is undertaken respectfully ensuring process and decision
making is transparent and consistent.

Accountability and commitment to resolve: Our people take individual responsibility to resolve customer
queries, issues or requests. Our approach is one of “my organisation, my problem and my responsibility to
resolve”. Complaints are taken seriously and used as an opportunity to improve service quality and delivery.

Speak with one voice: Our staff understand our products, services and our commitment to customers. Our
customers receive the same advice, outcome or service regardless of their entry point into our organisation.

Customer choice is maximised wherever practicable: We work to provide viable options for our customers
and provide them with choices in service and product outcomes.

Communication and contact choices: We understand that our community is diverse and we provide a range
of choices as to how our customers interact with us (remotely or face to face). Our in-person service ensures
that customers with a range of different physical capabilities are treated with dignity and respect. We ensure
that interpretive and relay services are available for those who require alternative ways to communicate.
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CUSTOMER SERVICE POLICY STATEMENTS
COMMUNICATIONS
North East Water will provide flexible communication methods to support the different ways customers wish to do
business with us. We will support email, SMS, phone, Internet, face-to-face and written communication channels.
We will keep abreast of changing technology and ensure our customer contact channels remain relevant and
support ease of customer contact.
North East Water commits to servicing our customers in accordance with agreed service levels and to keep the
customer informed of progress and issues if service levels are unable to be achieved.
Accessibility for all is a primary consideration for North East Water and we will provide our customers with details
for interpretation and relay services to assist in doing business with us.
CONFIDENTIALITY & CUSTOMER PRIVACY
In order to deliver our services North East Water must collect personal information about an individual customer,
business or community member.
North East Water will only collect personal information that is necessary for specific and legitimate functions and
activities of the Corporation. All information will be collected by fair and lawful means and not in an unreasonably
intrusive way. When collecting this information the Corporation will take all reasonable steps to ensure that the
individual is informed of his or her rights relating to the information collected.
Unless required by law, North East Water will not disclose, or allow to be disclosed, in any form or by any means
any confidential information of which the Corporation holds as a result of services provided to customers.
CUSTOMER REQUESTS
North East Water is committed to processing customer requests in an accurate and timely manner. We are guided
in our assessments by our Customer Charters, by-laws and relevant legislation. In all instances we will consider
requests in accordance with our Customer Service Principles.
Provision of Information
North East Water will provide accurate information regarding our assets and the availability of our services to
customers and other stakeholders. This includes producing Information Statements that contain the best
information available to us at the time of processing the request.
Assessment of Easement Requests
North East Water will consider all requests from property owners for building structures in our easements or near
our assets. We will endeavour to facilitate property owner requests, whilst ensuring that our ability to provide water
and wastewater services will not be impacted by the proposed structure. All evaluations will be made in
accordance with our published guidelines to ensure an open and impartial decision process.
Supply of Water by Licence
Supply of Water by Licence is considered when the Corporation’s reticulation system does not front the customer’s
property and supply is only able to be obtained by installing a private water line, or a customer wishes to obtain a
supply of non-potable water from a Corporation supply main between the water source and the water treatment
plant.
A Supply of Water by Licence will only be permitted for a water supply system for which North East Water’s bulk
entitlement, supply capacity and reticulation system standards are not compromised. North East Water’s required
conditions must be agreed to by the customer in order for supply to be approved.
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Licences and Agreements
In some instances, North East Water requires agreements and licences to be in place prior to connection to our
assets. This includes private water licences, pressure sewer agreements and trade waste agreements. In these
instances we commit to providing clear and unambiguous information outlining obligations by all parties, fees and
requirements to ensure ongoing connection.
Licences and agreements will be reviewed in accordance with conditions included to ensure they remain
appropriate and relevant.
Customer Obligations
The provision of safe and high quality products and services are of utmost importance to the Corporation. In order
to support this principle, agreements entered into between customers and the Corporation ensure that rights and
obligations are established and understood. Persistent failure by customers to meet the obligations outlined will
trigger an internal assessment of the Corporation’s willingness to continue provision of the agreed service. Any
decision or action to disconnect will be undertaken in accordance with our Customer Charters or individual licence
/ agreement obligations as well as any relevant policies, regulatory guidelines or legislation.
CUSTOMER SUPPORT
The Corporation expects to receive revenue in exchange for provision of service/s. Notwithstanding this, the
Corporation understands that water and wastewater services are essential to the community and recognise the
ongoing impacts on individuals who experience affordability concerns, high consumption or large one-off charges.
We will work with our customers to provide support and assistance where appropriate.
Customer Assistance & Hardship
North East Water will offer a range of solutions to customers who are identified as experiencing financial hardship
and who are making every effort to resolve their account and communicate with the Corporation. Customers may
be identified as experiencing long-term financial hardship (low income earners who may require ongoing
assistance) or temporary financial hardship (experiencing a sudden change in living circumstances). When
approaching and engaging with the Corporation in respect to such matters, all customers will be treated fairly,
without judgement and with dignity.
North East Water is committed to open, inclusive dialogue with our customers, stakeholders and communities to
develop realistic and innovative assistance programs. The Corporation will conscientiously work with customers to
ensure positive interactions when dealing with issues of financial hardship. North East Water will be pro-active in
providing assistance to customers experiencing financial hardship including access to Government concessions
and grants.
Unexplained High Usage and Undetectable Leak Allowance
North East Water will consider provision of a rebate to customers who experience a leak or unexplained high
usage. Any provision of such will be in line with the Victorian Water Industry Guidelines for Unexplained High
Usage and Undetected Leaks.
Payment Arrangements
North East Water will consider payment arrangements for customers who are experiencing difficulty in paying their
account by the due date. Offered arrangements will account for outstanding arrears and estimated future
consumption and service charges to ensure customer payments maintain pace with their account obligations.
REVENUE MANAGEMENT
North East Water seeks to ensure that customers are informed of the services they receive from the Corporation
and understand how their charges are calculated. Financial processes are rigorous and transparent. Appropriate
controls and oversight are implemented in accordance with risk.
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Accounts
Invoices are issued quarterly and itemise service charges, consumption and relevant tariffs. Standard Invoices,
Reminder Notices and Restriction Notices will be issued in accordance with the Essential Services Commission’s
Customer Service Code.
Recovery of Outstanding Debts
North East Water will seek to recover outstanding debts owed when reasonable efforts to assist customers to meet
their obligations for payment have been exhausted.
North East Water will pursue either restriction of water supply, to limit the amount of water physically available at a
property, or referral of a customer’s outstanding debt to a debt collection agency to commence litigation. In both
these cases the aim is to engage the customer in a positive, open and transparent dialogue which can assist the
customer to meet their ongoing or outstanding financial obligations. At times it may be necessary to determine that
a debt is not able to be recovered. Such instances will be assessed on a case by case basis.
Refund for incorrect or overcharged amounts
North East Water will identify customers who are incorrectly charged or overcharged for any service provided by
the Corporation. Refunds will be made in accordance with our legal obligations. In such instances North East
Water will work to resolve the matter and provide a refund to the current owner of the property. North East Water
will not proactively seek out previous owners impacted by the identified issue. However, in the case where prior
owners contact us regarding the matter we will assess their request in accordance with our legal requirements.
We will work with our impacted customers to refund or credit the required amounts in accordance with the
customer’s instructions.
Refund of excess amounts paid by customers
North East Water recognises that by error or overpayment a customer may generate a credit amount on their
account. North East Water will provide customers with access to any credit amount on their account. In order to do
this North East Water will require the customer to provide sufficient evidence to confirm their ownership of the
account and the credit amount.
Recovery of undercharged amounts
North East Water may recover charges from a customer, where they have previously been undercharged. North
East Water will separately list recovery of any undercharged amounts on the customer’s account and will explain
the charges on or with the account. North East Water will allow customers to repay any undercharged amounts
through a range of flexible payment options, over a period of up to 12 months. North East Water will only recover
undercharged amounts for a period of up to 12 months prior to the Corporation becoming aware of the error.
PROTECTION OF ASSETS AND PUBLIC HEALTH
North East Water may require installation of devices at customer sites to address specific risks to sewer and water
assets. Devices or pre-treatment needs will be individually assessed and will ensure the protection of assets, the
health and wellbeing of the public and North East Water employees.
Trade Waste
Trade Waste discharge places an additional load on the sewer system. Such loads may accelerate corrosion
within the system, generate odours and dangerous gases, affect treatment processes or adversely affect bio-solids
and effluent reuse. The Trade Waste Customer Charter outlines North East Water’s obligations and service
standards and how North East Water will process trade waste applications.
The discharging of trade waste is categorised as Deemed, Commercial or Industrial. Customers that discharge
Deemed Trade Waste have automatic consent to discharge to sewer and do not require a signed agreement to
discharge.
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Policy – September 2015
Those customers that are categorised as Commercial or Industrial must have written consent prior to discharge.
Risk assessments will be conducted and the assessment will inform the monitoring regime for the customer as well
as the fees to be applied.
North East Water has no obligation to accept Trade Waste and will only do so after a rigorous assessment has
been undertaken.
Backflow
North East Water requires that properties connected to the potable water supply comply with containment
provisions outlined in AS3500.1.2003 (Plumbing and Drainage). Inspections may be undertaken to ensure
compliance.
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