Policies and guidelines

Water Services Customer Charter

The Water Services Customer Charter outlines the service standards contained within our policies and guidelines.

Water Services Customer Charter (457KB)

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Continuous supply

The council cannot guarantee uninterrupted water supply but does its best to ensure that customers are never without water.

Disconnection at customer’s request

Household water supply may be disconnected as a result of a customer request. There is no charge for permanent disconnection if requested by a customer.

Customer breach

If a customer does not abide by the terms of water supply described in our Water Services Customer Charter, the council may limit the supply of water to the customer. Restricted flow may result from the following circumstances:

• If a customer fails to pay appropriate charges by the due date
• If a customer fails to repair a leak, or in any way wilfully wastes or misuses water
• If a customer’s supply system interferes with council’s supply system
• If a customer fits quick-closing valves
• If a customer fails to prevent backflow.

See also:

Backflow prevention guidelines