Common use of Handling Consumer Correspondence Clause in Contracts

Handling Consumer Correspondence. The Department and the Regulator have a duty to ensure that the interests of consumers of water and sewerage services are protected. Roles and responsibilities in handling consumer correspondence should be clearly defined to avoid confusion for consumers, the industry and other interested parties about who will respond to correspondence, including in relation to complaints and appeals. The Regulator and the Department will endeavour to make clear their roles in relation to correspondence at Ministerial, Departmental, and regulatory levels, and will ensure clarity with respect to complaints is outlined within relevant Codes of Practice or any published guidance material.