Family violence code
The Water Services Code of Practice (Family Violence) 2020 came into effect on 8 December 2020.
The code prescribes minimum requirements for water service providers to support their residential customers who have been affected by family violence.
The Guidance for water service providers in addressing family violence includes information to assist water service providers to develop and implement their family violence policies in accordance with the code. In addition, the guideline suggests actions above the minimum requirements in the code of practice that a water service provider may consider in developing their approach to addressing family violence. The guideline can be downloaded below.
The Minister for Water has the power under the Water Services Act 2012 to make codes of practice that deal with a range of matters. This is the first code of practice to be made under the Act.
Who does the code apply to?
The Customer Code applies to licensees that provide a water service to residential customers. Providers are required to comply with the code as part of their licence conditions.
What does the code cover?
The code of practice covers the following areas:
- Family violence policies
- Training
- Information about external support services
- Processes to avoid repeat disclosure
- Security of information
- Payment difficulty and financial hardship
- Evidence
- Availability of family violence policies
- Review of family violence policies
- Record-keeping
- Information about complaints procedures
- Availability of the code.
