ERA Economic Regulation Authority of Western Australia - Frequently Asked Questions

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Frequently Asked Questions - Water

Q: Who needs to hold a Water Service Operating Licence?
A: All organisations providing water supply (potable and non-potable); sewerage; irrigation; or drainage services in a controlled area must hold a licence. Under the Water Services Licensing Act 1995, the Authority specifies the areas within which water service providers must hold a licence. These are known as controlled areas. If a water service is being provided outside of a controlled area it is not necessary for the service provider to hold an operating licence. However, the Act makes it an offence to provide a water service without first notifying the Authority. This section enables the Authority to advise the Minister so a new controlled area can be declared if necessary and to gazette a new controlled area if it is thought necessary to licence the service.

Q: Who needs to hold a Water Service Operating Licence?

A: All organisations providing water supply (potable and non-potable); sewerage; irrigation; or drainage services in a controlled area must hold a licence. Under the Water Services Licensing Act 1995, the Authority specifies the areas within which water service providers must hold a licence. These are known as controlled areas.

If a water service is being provided outside of a controlled area it is not necessary for the service provider to hold an operating licence. However, the Act makes it an offence to provide a water service without first notifying the Authority. This section enables the Authority to advise the Minister so a new controlled area can be declared if necessary and to gazette a new controlled area if it is thought necessary to licence the service.

Q: Do I need a licence for my bore?
A: The Department of Water is the agency responsible for managing Western Australia's Water Resources. The Department requires all artesian groundwater bores and wells throughout the State and groundwater bores and wells in proclaimed areas to be licensed. Phone the Department on 08 6364 7600 for more information.

Q: Where can I get information on water conservation?
A: The Department of Water has a range of publications and supports educational programs on water conservation. For more information contact the Department on 08 6364 7600.

Q: Who sets water service prices and charges?
A: The Government sets prices and charges for the Water Corporation, Aqwest (Bunbury Water Board) and the Busselton Water Boards. The respective Acts under which these agencies were established - the Water Corporation Act 1995 and the Water Boards Act 1904, vests responsibility for price setting with the Minister for Water Resources. Some twenty local governments operate their own sewerage schemes. The setting of charges for these is made under the Local Government Act 1995.

Q: Who sets water service prices and charges?

A: The Government sets prices and charges for the Water Corporation, Aqwest (Bunbury Water Board) and the Busselton Water Boards. The respective Acts under which these agencies were established - the Water Corporation Act 1995 and the Water Boards Act 1904, vests responsibility for price setting with the Minister for Water Resources.

Some twenty local governments operate their own sewerage schemes. The setting of charges for these is made under the Local Government Act 1995.

Q: How do I make a complaint about water and sewerage services?
A: When you have a complaint about your water or sewerage service, the first step should be to contact your water utility, advise them of your concerns and give them an opportunity to resolve the problem. Information about how to make a formal complaint is available from your water utility. This information is usually contained within the customer service charter which sets out customer rights in dealing with the utility. A condition of the operating licence issued by the Authority to the water service provider (utility) requires the licensee to have a customer charter approved by the Authority. Your water utility will provide you with a copy of their customer service charter on request. If you have not been able to resolve your concerns through the water utility's complaints procedure, you can ask the Department of Water to investigate the matter on your behalf.

Q: How do I make a complaint about water and sewerage services?

A: When you have a complaint about your water or sewerage service, the first step should be to contact your water utility, advise them of your concerns and give them an opportunity to resolve the problem. Information about how to make a formal complaint is available from your water utility. This information is usually contained within the customer service charter which sets out customer rights in dealing with the utility. A condition of the operating licence issued by the Authority to the water service provider (utility) requires the licensee to have a customer charter approved by the Authority. Your water utility will provide you with a copy of their customer service charter on request.

If you have not been able to resolve your concerns through the water utility's complaints procedure, you can ask the Department of Water to investigate the matter on your behalf.

Q: What are the responsibilities of the different water organisations in Western Australia?
A: The Authority regulates and licenses the provision of water services; the Department of Water manages and protects natural water resources; and utilities such as the Water Corporation, AQWEST and Busselton Water Board provide water services to customers. The Department of Water also provides advice to the Industry Minister (Minister for Water Resources) on water industry policy and high level strategic planning.

Q: What are the responsibilities of the different water organisations in Western Australia?

A: The Authority regulates and licenses the provision of water services; the Department of Water manages and protects natural water resources; and utilities such as the Water Corporation, AQWEST and Busselton Water Board provide water services to customers. The Department of Water also provides advice to the Industry Minister (Minister for Water Resources) on water industry policy and high level strategic planning.