FAQs

The Customer Charter sets out what you can expect from Tiaki Wai – the principles that guide how we work with you when providing drinking water, wastewater and stormwater services. It describes our commitments and intended outcomes, rather than fixed guarantees, and reflects the evolving nature of a new water services organisation. Our Customer Charter is guided by the principles provided by our shareholder councils and mana whenua partners and reflects our purpose: to care for the people and places of our region by looking after the wai (water) and a water system we all rely on.

Tiaki Wai released a draft Water Services Strategy, Significance and Engagement Policy, and Customer Charter for feedback on 25 March 2026. Over 1,150 people gave feedback. Read the summary of public feedback presented to the Tiaki Wai Board.

The Partners’ Committee that oversees Tiaki Wai also provided feedback available here.

Tiaki Wai worked with councils to review the proposed budget and investment plan to reduce charges from those projected in the draft strategy in March. This was achieved by further review of cost lines, pragmatically extending the timeline for some capital work, and through partnership with shareholding councils who agreed to provide an equity backstop. This backstop reduces the need to build financial headroom rapidly.

Other non-financial changes as a result of feedback are detailed in section 3 of the Water Services Strategy.

You can expect respect and integrity in our dealings with you. We commit to being easy to contact, to respond promptly to customer queries and communicate clearly if circumstances change.

We are conscious that everyone is facing rising costs on all sides and intend to support residential customers who are temporarily unable to pay for their water services charges. Tiaki Wai provides three tiers of support for customers facing financial hardship. Assistance is always tailored to the customer’s situation and focuses first on practical and non-financial solutions. Our aim is to help customers regain control of their payments in a way that protects wellbeing, maintains access to essential water services, and supports responsible financial stewardship. You can find more detail in the Debtors' Management and Hardship/Waivers Policy.

No household will be denied access to water services solely due to financial hardship.

We are committed to resolving issues quickly but if we cannot resolve a complaint to your satisfaction, you can contact Utilities Disputes on 0800 22 33 40 or go to www.udl.co.nz. Utilities Disputes is a free, fair and independent service for resolving complaints about utilities providers.