Guaranteed Service Level Rebates

We are required to meet certain standards in relation to the service we provide to you. In circumstances where service obligations, outlined in the Consumer Protection Code** are not met, you may be eligible for a Rebate. We pride ourselves on the service we provide, if however you believe that we have not met any of the below service obligations, you are able to register a complaint or talk to us.  

Connection times
If you have a physical connection to the water or sewerage network we will provide services to you on the same day that you make a request to us (if the request is made before 2.00pm) or as otherwise agreed between yourself and Icon Water. In cases where this does not occur a rebate of $60 per day (to a maximum of $300) may be payable. 

Responding to complaints
All complaints received by Icon Water will be acknowledged as soon as possible and responded to within 20 working days. In cases where this does not occur a rebate of $20 may be payable. 

Response times to network faults
In cases where a network fault is likely to affect public health, or is causing (or has the potential to cause) substantial harm to the community or damage to property, we will respond within six hours. In all other cases we will respond within 48 hours and resolve the issue in accordance with any time specified in the response. In cases where this obligation is not met a rebate of $60 may be payable.

Planned interruptions
Icon Water will provide at least two business days’ notice to each premise that may be affected by an interruption. We will take reasonable steps to ensure that the interruption does not exceed the specified timeframe and does not exceed 12 hours. If we fail to provide notification of the interruption or if the interruption exceeds 12 hours a rebate of $50 may be payable.  

Unplanned interruptions
When an interruption occurs due to an unexpected fault and associated repair, we are not able to provide notification to individual premises. In such circumstance we will work to restore services as quickly as possible. If services are not restored within 12 hours a rebate of $20 may be payable. 

** A full copy of the Consumer Protection Code is available on the ACT Legislation register