Positive changes to the Customer Contract: Response to the review of Hunter Water operating licence

Hunter Water’s operating licence is regularly reviewed, with a maximum review term of five years. IPART released an Issues Paper with Hunter Water’s response made public in time to allow stakeholders to provide comment on both documents. PIAC’s response is focused on the customer contract, as it outlines the roles and responsibilities for both Hunter Water and its customers and outlines what protections and rights are afford to customers. PIAC is supportive of Hunter Water’s proposed changes to the customer contract, as they improve clarity and understanding for customers. In addition, Hunter Water has identified changes to the service rebates it offers, which will make the rebates easier to obtain and more equitable. In particular, PIAC is supportive of Hunter Water’s proposed changes to the low-pressure rebate that were made in response to concerns raised by PIAC and EWON in previous reviews.