South East Queensland service providers and customer protections

There are 5 council-owned water businesses that deliver water and sewerage services to South East Queensland (SEQ) residents and commercial businesses and they are subject to a number of customer protection provisions.

Read more about the customer protection provisions:

Providers subject to the code

The SEQ service providers subject to the code are:

  • Queensland Urban Utilities, servicing the local government areas of:
    • Brisbane City Council
    • Ipswich City Council
    • Lockyer Valley Regional Council
    • Scenic Rim Regional Council
    • Somerset Regional Council
  • Unitywater, servicing the local government areas of:
    • Moreton Bay Regional Council
    • Noosa Shire Council
    • Sunshine Coast Council
  • City of Gold Coast
  • Logan City Council
  • Redland City Council.

Customers covered by the code

The code applies to small customers of the 5 service providers and to relevant services as defined in the code.

Small customers are:

  • residential home owners in the SEQ region receiving a water bill
  • non-residential customers who use, or would use if connected, no more than 100 kilolitres of drinking water and/or reticulated recycled water per year.

Provisions of the code

The code sets out:

  • rights and obligations of SEQ service providers and their customers in relation to the availability of water and sewerage services
  • minimum standards for those services
  • protection for customers and tenants with special needs for an uninterrupted supply of water
  • protection for customers in financial hardship, including access to Centrepay, a bill paying facility for Centrelink clients.

The code also covers:

  • complaints handling procedures
  • mandatory information on water bills
  • meter reading and testing
  • concealed leaks policies and remissions
  • when supply can be restricted for non-payment of an account
  • accounts and payment options.

Dispute resolution services

The Energy and Water Ombudsman Queensland offers a dispute resolution service for residential and small businesses in SEQ who use less than 100 kilolitres of water a year.

If a customer has tried to resolve a dispute with you as their service provider, and the dispute is about non-compliance with the code, they can lodge a complaint with the Ombudsman.