Hunter Water Corporation Operational Audit 2010/11 - IPART - NSW ...

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t-cAM Consulting in association with Water Futures Pty Ltd and iConneXX Pty Ltd Licence Clause Operating Licence Obligations Scope Comments 5.1 Customer Contract 5.1.1 The Customer Contract applies for the purpose of Section 35 of the Act and may only be varied in accordance with Section 38 of the Act. 5.1.2 Pursuant to Section 36(1) of the Act, and subject to Sections 36(3) and 36(4) of the Act, the Customer Contract appliers to an owner of land connected to a water main or sewer main owned by Hunter Water. 5.1.3 The Customer Contract sets out the rights and obligations of Customers and Hunter Water in relation to the Services provided through the Systems. These rights and obligations are in addition to the rights and obligations conferred by the Act and any applicable law. 5.1.4 A copy of the Customer Contract, and any variations to it must be posted on Hunter Water’s website on the internet for downloading free of any charges imposed by Hunter Water, and made available at its premises for access or collection by any member of the public, also free of any charges imposed by Hunter Water. 5.1.5 IPART may, unless required by the Minister, initiate a review of the Customer Contract during the term of the Licence. 5.1.6 By the completion of the review, IPART must produce a report setting out its findings and recommendations. A copy of the Report must be provided to the Minister upon its completion. 5.1.7 Within 3 months of the completion of the review of the Customer Contract under clause 5.1.5, Hunter Water must, if directed by the Minister, take all steps necessary to issue a new Customer Contract that addresses the recommendations of the report. 5.1.8 Within 3 months of the completion of the review of the Customer Contract under clause 5.1.5 Hunter Water must prepare a pamphlet that: (a) provides a brief explanatory introduction to the Customer Contract; (b) summarises the key rights and obligations of Customers under the Customer Contract; and (c) lists Hunter Water's local offices and emergency contact numbers in its Area of Operations. 5.1.9 The pamphlet prepared under clause 5.1.8 must be updated when changes are made to the Customer Contract under clause 5.1.7 and must be posted on Hunter Water’s website on the internet for downloading free of any charges imposed by Hunter Water and also disseminated by Hunter Water free of charge (a) to Customers or Consumers, at least every two years ; and (b) to any other person on request. 5.1.10 As provided by and subject to Section 37 of the Act, Hunter Water may enter into other contracts or arrangements for the supply of Services. The terms of any such contract or arrangement are such as may be negotiated between Hunter Water and any such person. 5.2 Consumers NR NR NR SC NR NR SC SC SC NR Definition clause. Definition clause. Definition clause. Definition clause. 138 Hunter Water Corporation Operational Audit 2010/11 Appendices
Licence Clause t-cAM Consulting in association with Water Futures Pty Ltd and iConneXX Pty Ltd Operating Licence Obligations Scope Comments 5.2.1 Hunter Water must fulfil its obligations under the Customer Contract relating to complaint handling and complaint resolution procedures, as if those obligations also extended to Consumers. 5.2.2 Hunter Water must fulfil its obligations under the Customer Contract relating to debt and disconnection procedures as if those obligations also extended to Consumers. 5.3 Code of practice and procedure on debt and disconnection 5.3.1 Hunter Water must have in place a code of practice and procedure on debt and disconnection (Code of Practice and Procedure on Debt and Disconnection). 5.3.2 The Code of Practice and Procedure on Debt and Disconnection must provide for: (a) deferred payment or payment by instalment options for bills; and (b) the payment options referred to in (a) are to be advised in bills. 5.3.3 Hunter Water must ensure that the rights and obligations in the Code of Practice and Procedure on Debt and Disconnection are incorporated into the Customer Contract as if it were part of the Customer Contract. 5.3.4 Hunter Water must disseminate information on its Code of Practice and Procedure on Debt and Disconnection free of charge to: (a) to Customers or Consumers, at least once each year; and (b) to any other person on request. 5.4 Consultative Forum 5.4.1 Hunter Water must have in place and regularly consult with a consultative forum (Consultative Forum) to enable community involvement in issues relevant to the performance of Hunter Water's obligations under the Licence. 5.4.2 The Consultative Forum may be utilised by Hunter Water, among other things, to provide it with high quality advice on the interests of Customers and Consumers of Hunter Water, on the Customer Contract and on such other key issues related to Hunter Water’s planning and operations as Hunter Water may determine, consistent with the Consultative Forum Charter established and maintained under clause 5.4.4. SC SC SC SC SC SC SC SC Hunter Water to confirm that the web link omission found during the 2008/09 audit has been rectified. Statement of Compliance to confirm that information on customer assistance has been incorporated in customer bills, directly under the invoiced amount. Hunter Water Corporation Operational Audit 2010/11 Appendices 139
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Independent Pricing and Regulatory
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© Independent Pricing and Regulato
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Executive Summary Executive Summary
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Executive Summary We support the ke
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1 Introduction 1 Introduction Hunte
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1 Introduction Hunter Water is curr
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2 Overview of audit findings and re
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3 Historical performance 3 Historic
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3 Historical performance R3(a) R3(b
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3 Historical performance 22 IPART H
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A Auditors Audit report 24 IPART Hu
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Hunter Water Corporation Operational Audit 2010/11 - IPART - NSW ...

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