Part 3 of Chapter 3 (“Service Provider Obligations”) of the Queensland Water Act 2000 requires service providers to take certain actions
designed to ensure continuity of the services they supply to customers and protect the interests of
particular classes of customers. This includes a requirement for certain providers to have in place a
'''Customer Service Standard''' (CSS) which documents
- the level of service to be provided to customers;
- processes for customer interaction with the provider (e.g. with respect to billing, metering, accounts, etc)
- other matters set out in these guidelines. The requirement applies only to providers who do not have contracts with all their customers.