Our policies
On this page you will find information about some of our policies that apply to our staff and contractors.
Awards, events and promotional content policy
All award entries, technical papers, speaking engagements, and promotional content (including social media) about Wellington Water projects must receive prior approval from our Communications and Engagement Team.
Debtors Management, Harship and Waivers Policy
Tiaki Wai is the water service provider for the metropolitan Wellington area, delivering water services that are essential to the health and wellbeing of our communities and our environment. This Debtors Management, Hardship and Waivers Policy (the Policy) sets out clear, fair and transparent processes for the management and collection of overdue water services charges.
Our approach to the collection of water charges aims to ensure that Tiaki Wai will continue to be financially sustainable and able to continue its investment in the water services network, while also upholding the highest standards of social responsibility, respect for vulnerable customers and protection of community wellbeing. This Policy will be periodically reviewed to consider alternative approaches to debtor management and hardship support, including when circumstances change. In particular, this Policy may require review and amendment as a result of:
- the introduction of water metering, which may alter the approach to addressing hardship by supporting water conservation
- the introduction of the proposed ratepayer assistance scheme
- the introduction of economic regulation for water services through the Commerce Commission.
This Policy outlines the payment expectations, monitoring and actions associated with overdue payments, and escalation actions for those who are unwilling to pay. It explains how Tiaki Wai supports residential customers who cannot pay and sets out the types of assistance available, how customers can access support, and how Tiaki Wai will ensure assistance is fair, consistent and respectful.
Our aim is to help customers regain control of their payments in a way that protects wellbeing, while maintaining access to essential water services and supporting responsible financial stewardship.
Local Government Official Information and Meetings Act (LGOIMA) Policy
Our commitment to availability, transparency, efficiency and accountability is at the heart of our LGOIMA Policy. We strive to foster a culture of openness, ensuring that our community has access to information and can participate meaningfully in the democratic process. By upholding these values, we aim to build trust and strengthen our relationship with the public. Find out more about our Official Information process.
As a Council Controlled Organisation (CCO), Tiaki Wai is subject to the Local Government Official Information and Meetings Act 1987 (LGOIMA) and must operate in a manner that promotes openness, transparency and accountability, in line with the Local Government Act 2002. This policy reflects those obligations.
Pricing Policy
The Tiaki Wai Pricing Policy (the Policy) is guided by the organisation’s Financial Strategy and the statutory requirements of the Local Government (Water Services) Act 2025. An abridged version of the Financial Strategy is incorporated in section 7 of the Tiaki Wai Water Services Strategy 2026/27.
From 1 July 2026, three forms of water services charges will set by, and collected for, Tiaki Wai. These are:
- Charges set to cover the cost of general water services provision – these charges are set by Tiaki Wai annually for each of drinking water supply, wastewater and stormwater services and are stated within this policy as either an annual fixed charge, a charge per dollar of property capital value, or for water charged by a meter, as a dollar amount per cubic metre of water used. Further information on payment terms and conditions can be found in the
Tiaki Wai Debtors Management, Hardship & Waivers Policy. - Charges governed by bylaws of the shareholding Councils of Tiaki Wai – Tiaki Wai is delegated to administer and set these charges, noting that in some cases shareholding Councils will issue the invoice on behalf of Tiaki Wai. This includes:
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- volumetric charges for those water customers with a water meter installed – these charges contribute to the cost of general water service provision. For the purposes of this policy these charges are included alongside the general charges outlined above.
- connection charges, including charges for connecting to the water supply, wastewater, and stormwater networks.
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- Fees & charges for specific services applied to individual customers – miscellaneous charges, including time incurred by Tiaki Wai staff relating to consent applications, inspections, and other services.
Protected disclosures policy
Wellington Water (WWL) is committed to upholding the highest standards of ethics and accountability in all areas of its operations. WWL has a zero-tolerance policy for any form of wrongdoing and encourages employees to report such matters. WWL values individuals who speak up, recognising their actions to help promote integrity, accountability, and good management.
This Protected Disclosures Policy is intended to support the reporting and investigation of Serious Wrongdoing in the workplace. It also ensures that individuals who raise concerns are protected throughout the process.
Significance and Engagement Policy
The Local Government (Water Services) Act 2025 (LGWSA) requires Tiaki Wai to adopt a significance and engagement policy. The purpose of the policy is to guide the approach Tiaki Wai takes to engagement and provide clarity about when communities can expect to be engaged in relation to decisions by Tiaki Wai. It is also required to include content that relates to significant contracts and the water services strategy, in particular whether and how consultation is required to be undertaken for certain proposed contracts or types of decisions.
Tiaki Wai will be required to make a range of decisions in relation to water services throughout the year, including decisions about: the level of service customers receive, where and when essential infrastructure is renewed or built, the investment required in water infrastructure and assets, how that investment is financed (including through water charges), and the contracts that will be entered into to deliver services and infrastructure projects.
Many strategic decisions will be made and documented through the Water Services Strategy and Water Services Annual Budget, but there is also the potential for other decisions to be made throughout the year. This could include decisions about significant contracts, potential joint water service provider arrangements, and other significant proposals or projects.
The decisions Tiaki Wai makes will affect residents, businesses and communities in different ways. It is important that people who are likely to be affected by decisions are informed and that they have the opportunity to provide their views when necessary.
Treasury Policy
This Treasury Policy establishes the framework within which Tiaki Wai Limited identifies, measures, manages and reports financial and treasury-related risks.
Treasury activities are an integral part of Tiaki Wai as a water organisation under the Local Government (Water Services) Act 2025, supporting service delivery, infrastructure investment and long-term financial sustainability.
Purpose
The purpose of this Policy is to:
- set out principles, objectives and limits for the management of:
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- liquidity and financing
- working capital and cash management
- debt financing and refinancing
- treasury investments and liquidity portfolio
- interest rate risk
- foreign exchange risk
- counterparty credit risk
- operational risk related to treasury activities
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- set out the Company’s policy on giving security for borrowing (as required by clause 6(2)(a) of Schedule 3 of LGWSA)
- define delegated authorities, responsibilities and governance arrangements for treasury activities
- ensure compliance with applicable legislation, lender covenants and other contractual obligations
- provide assurance to the Board and shareholders that treasury risks are managed prudently and consistently.