South East Water has launched 2 updated customer charters this month as part of its commitment to get the basics right and make customers’ experience better every time.  

The charters outline the rights and responsibilities of both customers and South East Water as an essential service. They’re in line with South East Water’s new 5-year customer commitment (Price Submission 2023–28) and the Essential Services Commission’s (ESC) water industry standards

A Customer Charter summary version is also available in Dari, Greek, Mandarin, Punjabi, Vietnamese and English to help customers understand their water and sewerage bills, how to pay, how to save water and available support options. 

The Trade Waste Customer Charter reflects the new industry standards for trade waste customers. It provides consistent and transparent information for businesses making trade waste applications and management.  

South East Water General Manager Customer Experience Lara Salembier said the updated charters were easier to read and understand to ensure all customers could access the information they needed quickly. 

“The charters are in line with our new pricing structure and industry standards, delivering on our customer commitments across all aspects of our organisation.
“It’s important to us that customers have a great experience and we’re here to provide support in many different ways if they need it.”
South East Water General Manager Customer Experience, Lara Salembier

For more information or to view the charters and translated summary, visit South East Water’s website Our policies | South East Water.

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