South east Queenslanders and small businesses are being asked to put forward ideas on how to improve the customer service standards of their water service providers and improve the way they deal with complaints.
It’s part of a review of the South East Queensland Customer Water and Wastewater Code announced by Energy and Water Supply Minister Mark McArdle.
“This review is another example of how the Newman Government is delivering on its election promises to revitalise frontline services and restore accountability,” Mr McArdle said.
“Our service providers already do a good job, but we are always looking for ways to improve practices, something the previous Labor Government avoided.
“The code sets standards for response times to fix water main damage, meter reading and dealing with leaks.
“It will apply to all the south east Queensland water service providers – Queensland Urban Utilities, Unitywater and the Gold Coast, Redland and Logan Councils – and their customers.
“While customers should always try to resolve a complaint directly with their water service provider, the Water Customer Code will also enable the Energy and Water Ombudsman Queensland to investigate complaints.”
Mr McArdle said the review was an opportunity for water users in the south east to provide feedback on service standards, the level of information included on water bills and dispute resolution processes.
“Given council owned water utilities provide such essential services it is important that SEQ water and wastewater retailers meet agreed targets in relation to levels of service and dispute resolution,” he said.
“The code did not cover pricing issues but did outline the rights and obligations of customers and water service providers.”
To ensure all interested parties have enough time to consider and prepare their submission, the consultation period will run until 7 March 2014.
A copy of the South East Queensland Customer Water and Wastewater Code and details on how to make a submission to the review are available at www.dews.qld.gov.au or by phoning 3166 0128.
