An industry code may set out practices, standards and other matters about the provision of a utility service. An industry code may deal with the following matters:
- network boundaries;
- connections to a network;
- utility service standards;
- the protection of customers and consumers;
- the metering of utility services;
- the provision of utility services generally and on a last resort basis;
- the termination of interruption of utility services;
- disconnections from a network;
- arrangements between licensed distributors and suppliers concerning the use of a network;
- the development of a network.
Consumer Protection Code (July 2012)
The majority of this code applies only to customer and consumer rights in relation to water and sewerage services.
Energy retailers and distributors must comply with clause 11 of the code and the Minimum Service Standards in schedule 1.
- outlines the basic rights of customers and consumers in relation to:
- connection to and disconnection from a utility’s network;
- the supply of water and sewerage services; and
- access to product and service information;
- sets out when a utility can interrupt, restrict or disconnect supply of a utility service to a customer or consumer;
- outlines particular obligations that a utility must meet in dealing with customers or consumers; and
- sets out the provisions that a utility must give effect to in its customer contracts for the provision of utility services.
Gas Network Boundary Code (May 2013)
This code defines the boundary between:
- a gas transmission network and a gas distribution network;
- connected gas distribution networks; and
- a gas distributor’s network and a customer’s premises.
Water and Sewerage Network Boundary Code (May 2013)
This code defines the boundaries between:
- water utilities’ networks;
- a water utility’s network and a customer’s boundary;
- sewerage utilities’ networks; and
- a sewerage utility’s network and customer’s premises.