In September 2009, the Independent Pricing and Regulatory Tribunal of New South Wales began the process of reviewing the Sydney Water operating licence and customer contract. Recognising the operating licence and customer contract as fundamental elements of the regulatory framework that safeguards access to an adequate supply of water for Sydney households, PIAC prepared a submission to the Issues Paper. In its submission, PIAC expressed concern about the potential impact of the proposed plan-based licensing framework and contended that requirements relating to the code of practice on debt and disconnection, the Customer Council, customer service indicators, and customer contract must all be amended to better serve Sydney Water customers and consumers.
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