New guidelines for generating a customer service plan

Councils and local water utilities are expected by DPI Water to have a customer service plan, under the legislative framework for LWUs in New South Wales. The purpose of such a plan is to clearly articulate a LWU’s services and responsibilities for providing water and sewerage in a sustainable way, and minimum levels of service customers can expect.

To assist members, the Water Directorate has published Customer Service Plan Guidelines to enable members to generate their own plan. The document was originally developed by Shoalhaven Water’s Customer and Service Manager, Tony Holmes, and has been adapted to act as a template for other LWUs to follow.

The publication has been mailed to members and is available for download in PDF and Word format from the website bookshop. Members may download for free from the Members area.