'Consumers don't know their water rights'
11/03/2009
The Consumer Council for Water says that many water consumers do not know about the minimum levels of service they are entitled to from their water companies.
Only two in five (40 per cent) customers told the Consumer Council for Water that they know they may be entitled to compensation if water companies do not meet certain levels of service. For example, customers have a right to, when possible, have an appointment made in advance and for that appointment to be kept. Customers also have a right to be notified about any planned interruption to their water supply which would last for more than four hours.
Also, only a quarter (25 per cent) of customers said that they were aware of the additional services available for consumers. For example, elderly customers or those with disabilities have a right to large print, talking or Braille water bills. They can also sign up for special assistance in an emergency, or when water supplies need to be turned off to carry out repairs. Anyone can sign up to a password scheme to help protect against bogus callers. These services are free and consumers should contact their water company to find out more.
Dame Yve Buckland, Chair of the Consumer Council for Water, said:
“Water customers can’t choose their supplier, which makes it all the more important that a baseline is set to make sure water companies meet minimum standards, and are held accountable if they don’t.
Consumers need to be aware of their rights and the level of service that they are entitled to.
“A year ago we wrote to all water companies, asking them to do more to show consumers what help is available. From their feedback we will be working with the companies to identify best practice, to make sure that consumers get the help they may need.
“If a consumer, business or domestic, is unhappy with the service provided by his or her water company, the Consumer Council for Water is here to help - whether it’s for advice, general information, or to settle a problem with the water company on a customer’s behalf.”
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