North East Water has committed to a Safety by Design approach that puts customer and staff safety first.
The utility’s new Safety by Design Plan focuses on preventing the misuse of water services in domestic and financial abuse.
It recognises that water accounts, billing information and customer contact processes can be misused to control, coerce or harm victim-survivors.
The plan sets out how North East Water will design its systems, processes and services to reduce harm.
It also aims to ensure customers can access support without being asked to prove abuse or repeatedly retell their story.
Why does customer safety matter in water services?
Water is an essential service.
That makes account access, billing, contact details and service information important parts of customer safety.
When those systems are not designed carefully, they can create privacy risks for people experiencing domestic or family violence.
North East Water said its plan will strengthen safeguards across water accounts, privacy, digital systems and customer support.
Managing Director Jo Murdoch said Safety by Design means anticipating risks before harm occurs.
“Water is an essential service, and it should never be used as a tool for control, coercion or abuse,” Murdoch said. “This plan commits us to designing our services so they support safety, privacy and choice, especially for customers experiencing domestic and family violence.”
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What will the Safety by Design Plan do?
The plan focuses on preventing the misuse of water accounts.
It also aims to improve privacy and digital safeguards.
North East Water will strengthen staff training so employees can respond safely and appropriately when customers need help.
The utility said victim-survivors should be supported without unnecessary barriers.
That includes avoiding requirements for proof where they may create further risk or distress.
It also includes reducing the need for customers to repeat difficult personal information across multiple contacts.
For customers, the goal is a safer and more respectful experience when dealing with the utility.
How will North East Water embed the changes?
North East Water has incorporated the Safety by Design Plan into its Strategy 2040, Customer Care Fair Practice Plan and digital strategies.
The plan is informed by industry guidance from the Essential Services Commission and water sector partners.
North East Water will report regularly to its Executive and Board on progress.
It will also continue working with support agencies and the wider water sector to strengthen safety outcomes.
Chair Stephen Brown said the commitment reflects legal obligations and community expectations.
“As a public service provider, we have a responsibility to lead,” Brown said. “This plan sends a clear message that North East Water has zero tolerance for the misuse of our services to cause harm, and that we will continue to learn, improve and work with support agencies to do better.”
Where can customers get support?
North East Water customers experiencing domestic or family violence can contact the Customer Care team for confidential assistance.
Customers can call 1300 361 633 or visit www.newater.com.au/dv.
Bill support is also available at www.newater.com.au/help.
The national counselling helpline 1800RESPECT provides confidential information, counselling and support.
Customers can call 1800 737 732.
