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382 The Law Handbookchooses to accept the determination, it willbe binding on the provider.EWON is not able to review disputesrelating to tariff or price increases, government policy, private contractors or landlords,or matters that have been dealt with inanother forum.[11.590] Water consumersWater services are provided to customers inNSW through suppliers that largely exercisea monopoly over the supply of water,sewerage and stormwater drainage servicesacross their geographic areas.Metropolitan areasThe largest water services supplier in NSWis Sydney Water Corporation, a state-ownedcorporation operating under the Sydney WaterAct 1994 (NSW) (SW Act). It provideswater services to the Sydney, Blue Mountainsand Illawarra regions. Sydney Watertreats and supplies water bought from theSydney Catchment Authority, which operatesunder the Sydney Water Catchment ManagementAct 1998 (NSW) (SWCM Act).Hunter Water Corporation, a state-ownedcorporation operating under the Hunter WaterAct 1991 (NSW) (HW Act), providesservices to the lower Hunter region of NSW,including Newcastle, Lake Macquarie,Maitland, Cessnock and Port Stephens.Hunter Water treats and supplies waterfrom its catchment facilities.Gosford City Council and Wyong ShireCouncil, operating under the Local GovernmentAct 1993 (NSW) (LG Act), providewater to residents on the NSW CentralCoast.Rural and regional areasAt present, over 100 separate local authoritiessupply water, sewerage and drainageservices in rural and regional NSW. Thesewater suppliers are chiefly regulated underthe Local Government Act.An exception to this is Essential Energywhich has authority under the Water Management(General) Regulation 2011, cl 108 toprovide water and sewerage services to theresidents and businesses of Broken Hill,Menindee, and Sunset Strip along withdefined special areas. Essential Energy hasthe functions of a water supply authority inthose areas, and water and sewerage billsfor these customers are issued under theletterhead of “Essential Water”.Maximum service prices are determinedby each of the local government waterutilities having regard to the Best PracticeManagement of Water Supply and SewerageGuidelines (August 2007).Water Industry Competition ActRecent reforms under the Water IndustryCompetition Act 2006 (NSW) have allowedfor the introduction of a licensing regime, toencourage competition in water and wastewaterservices. The licensing regime allowsprivate water utilities to provide theseservices, pursuant to obligations which imposeminimum standards for the protectionof public health, the environment and customerinterests. Some companies now competein constructing or maintaining waterinfrastructure and in the supply of water orsewerage services, for example in commercialsites or residential developments.
11 Consumers 383Offences relating to water[11.600] Stealing or divertingwaterIt is an offence to steal or divert water, or totamper with a meter to prevent its accuraterecording of water usage and penaltiesapply (SW Act, s 48; HW Act, s 30; - SWCMAct, s 63; LG Act, s 636).[11.610] Water restrictionsThe Minister for Water may impose restrictionson the use of water on public interestgrounds. It is an offence to contravene waterrestrictions and penalties may apply.Customers should contact their watersupplier for details about current restrictions.[11.620] Dischargingprohibited substances andpolluting water supplyIt is an offence to discharge any substanceinto a system owned or controlled by awater supplier without written agreementfrom that supplier or to cause pollution of apublic water supply (SW Act, s 49; HW Act,s 31; SWCM Act, s 64; LG Act, s 638).Customers should contact their watersupplier if they are unsure of how todispose of unusual or potentially dangeroussubstances, such as trade waste.Metropolitan customers[11.630] BillingThe most common customer issues relatedto billing concern payment difficulties, disputedhigh bills or restriction or disconnectionof water supply.In general, customers should contact theirwater retailer in the first instance to discussbilling issues. If they are not satisfied withthe retailer’s response, Sydney Water, HunterWater and Gosford Council customersshould contact the Energy & Water OmbudsmanNSW (EWON). Wyong Councilcustomers should contact the NSWOmbudsman. For more information aboutmaking a complaint, see Making a complaintat [11.580].AccountsThe property owner is the account holder onwater accounts. Responsibility for the wateraccount is transferred to the new owner ofthe property upon purchase, and charges arethen apportioned based on the date ofsettlement. This is organised by the personwho conducts the property settlement, usuallythe conveyancer or solicitor.If the account has not been transferred,the new owner should contact the personwho conducted the settlement. Otherwise,the new owner will be liable for any unpaidwater charges on the property.Types of chargesMost customers will incur two types ofcharges for water services:• service charges are set charges for connectingto water, sewerage and stormwaterdrainage networks• usage charges are calculated on the levelsof water used or sewerage dischargedover a period.The Independent Pricing and RegulatoryTribunal of NSW (IPART) sets maximumprices for the provision of water, sewerage
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