FAQs
What is a customer charter?
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.
What can I expect from Tiaki Wai customer services?
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.
What will happen if I can’t pay my water bill?
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 Policy.
No household will be denied access to water services solely due to financial hardship.
How will Tiaki Wai manage disputes?
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.
What happens to my feedback?
We will read and consider all feedback with an open mind as we finalise the strategy. Your views help shape both the final 2026/2027 strategy and future strategies.
We will publish a summary of all feedback and the decisions made before 30 June 2026.