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Customer Downloads

 

The documents below have been provided by Aqwest to inform customers about the regulations Aqwest operates within.

 

 


 Commitment to Customers

Please click here to download a copy of Aqwest's Commitment to Customers. (921 KB)



Form - Rehydration Station
Please click here to download a copy of Aqwest's Rehydration Station Form (520 KB) and see if you are eligible to use Aqwest's Rehydration Station.                             

Policy - Financial Hardship
Please click here to download a copy of Aqwest's Financial Hardship Policy (586 KB). This Policy is to assist customers who are experiencing genuine financial hardship.

Form - Rental Property Change Authorisation - Owner to Tenant
Please click the link here to download a copy of the Rental Property Change Authorisation Form (125 KB). This form authorises Aqwest to send the water accounts directly to the tenant in the tenant’s name. Please read the terms and conditions on the form.

   Form - Direct Debit Request Form
Please click on the following link to download the Direct Debit Request Form.


 Policy - Reducing the Rate of Flow of Drinking Water 1.32
Please click here to download a copy of Aqwest's Reducing the Rate Of Flow Of Drinking Water (66 KB).  This Policy is applied to some properties where significant debt has occurred and the customer has not provided adequate payment.


Policy - Ex Gratia Allowances for Hidden Leaks 1.36
Please click the link here to download a copy of Aqwest's Ex-Gratia Allowance Policy (50 KB).  A special ex-gratia allowance may be granted to customers who have experienced an increase in water consumption which is subsequently found to have resulted from a hidden leak or burst within their internal pipework.

 


 Form - Ex Gratia Allowances for Hidden Leaks 1.36

Please click the link here to download a copy of Aqwest's Ex-Gratia Allowance Form (171 KB).
   Information - Ex Gratia Allowances for Hidden Leaks 1.36

Please click the link here to download a copy of Aqwest's Ex-Gratia Allowance Information (171 KB).
 Form - Change of Address
Please click the link here to download a copy of Aqwest's Change of Address Form (35 KB).  We understand that we change address from time to time.  This form allows us to ensure the water bills are directed to the correct person at the correct address.


 Form - Tenant Pensioner Concession Application
Please click the link here to download a copy of the Pensioner/Concessioner Tenant Rebate Form (476 KB).  This Form is for tenanted pensioner/concessioners who can apply for a rebate on their water consumption bills.


  Form - Tenant Senior Concession Application
Please click the link here to download a copy of the Senior/Concessioner Rebate Form (478 KB).  This Form is for tenanted seniors/concessioners who can apply for a rebate on their water consumption bills.


  Procedure - Customer Account Review
Please click the link here to download a copy of the Customer Account Review Procedure Document (43 KB).  This Procedure is for Customers who believe there is a fault or error with their issued bill.

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  Policy - Customer Complaints 1.34
Please click the link here to download a copy of this Policy (62 KB). The Customer Complaint policy has been created to promptly address and resolve customer complaints to the satisfaction of the customer.    



Form - Customer Complaints 
Please click the link here to download a copy of the Form (62 KB). The Customer Complaint form has been created to promptly address and resolve customer complaints to the satisfaction of the customer.


Policy - Water Consumption Charges Incoming Tenants 1.15                                                                                                                                                        
Please click here to download a copy of Aqwest's Water Consumption Charges Incoming Tenants Policy (45 KB)


Policy - 

Water Consumption Charges – Senior, And Pensioner And Commonwealth Senior Health Care Card Holder (Cshc) Tenants 1.16     

Please click here to download a copy of Aqwest's 

Water Consumption Charges – Senior, And Pensioner And Commonwealth Senior Health Care Card Holder (Cshc) Tenants

Policy (54 KB)


Policy -

Water Meters - Out Of Commission 1.17                                                                                                                                                                               

Please click here to download a copy of Aqwest's Water Meters - Out Of Commission Policy (44 KB)

 

Form - Change of Ownership 
Please click here to download a copy of Aqwest's Change of Ownership Form (352KB)

 

 

Form- Payment Plan Owner

Please click here to download a copy of Aqwest's Payment Plan (Owner)(294KB)

 

 

Form- Meter Reading Request - Tenants

Please click here to download a copy of Aqwest's Meter Reading Request Form (393KB)


 

Form- Meter Test Application

Please click here to download a copy of Aqwest's Meter Test Application (387KB)






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