If a water and sewerage service provider fails to provide a satisfactory resolution to a complaint there are industry regulatory bodies set up to make sure the consumer’s rights are upheld.
The Regulatory Body – the Water Services Regulation Authority
The privatisation of the water and sewerage industry in England and Wales in 1989 led to the foundation of the Water Services Regulation Authority, or Ofwat, a non-ministerial government body that now oversees 22 water and sewerage companies.
As an economic regulator, Ofwat is primarily known its efforts in imposing price controls for services and protecting consumer interests. It also encourages competition and sufficient investment within the industry and takes charge of the administration and enforcement of the licensing regime for water and sewerage companies.
It is not concerned with water quality or environmental issues, as this falls within the jurisdiction of other regulation authorities such as the Environment Agency and English Nature.
Consumer Council for Water
If a complaint about a water supplier is not resolved satisfactorily by the company itself then consumers should further their dispute with the Consumer Council for Water, or CCWater.
This independent consumer watchdog was set up in 2005 to represent the interests of business and domestic water and sewerage customers in England and Wales.
CCWater acts on behalf of water consumers in representing their opinions and concerns about the price and quality of water and sewerage services. It researches and puts forward customers’ views and suggestions for industry improvements, offers advice and information and also handles and investigates consumer complaints that have not been resolved by the respective water and sewerage companies.
Investigation of Consumer Complaints
CCWater aims to resolve complaints promptly and fairly and in accordance with published standards and targets. Remedies could variably include an explanation, an apology, compensation or engineering work by the company. However, they do not have legal power to force water and sewerage services pay compensation.
The service is free and an appropriate committee in charge of the relevant area will look into the complaint. If the complainant is not satisfied by the committee’s efforts to sort out the problem then it can be taken to the director.
If the CCWater cannot resolve the dispute acceptably then before taking any steps towards the court room it is sensible to first seek advice from either a local Trading Standards office or Citizens Advice Bureau. They will offer free guidance and may even take up the complaint.
Before Contacting CCWater
Before submitting a complaint to CCWater it is essential that the company responsible is given chance to put the problem right. All companies will have a complaints procedure to follow that will have been approved by Ofwat. The procedures are available as leaflets from the respective company or easily accessible on their website.
All water and sewerage companies must maintain a two-stage complaint procedure, and so if this ground level action proves unsatisfactory, then the company should be contacted again and request a review by a more senior manager. If the two stages prove fruitless then the services of CCWater will be available to further the complaint.
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