Waterwatch Scotland, Scotland’s water watchdog, welcomes further development of consumer led regulation and greater visibility into key customer issues in its response to England and Wales’ Consumer Council for Water’s Draft Forward Work Programme 2010-13. It also advocates the role that the consumer body will play in providing communications to consumers on the efficient use of water.
Download
Note to Editors:
Waterwatch Scotland (WWS) is the national complaints handling authority for all domestic and non-domestic water customers and customer representative body for the water industry in Scotland.
WWS is independent of Scottish Water, government and other water/sewerage service providers. Its role is to:
- Investigate Complaints
- Represent Customers’ Views & Interests
- Influence Policy
- Inform & Advise
WWS’ responsibility for second-tier complaints handling means that WWS can take forward individual customer grievances against Scottish Water or other providers.
WWS can also make statutory recommendations to Scottish Ministers, Scottish Water and other service providers, and industry regulators: Scottish Environment Protection Agency (SEPA), Drinking Water Quality Regulator (DWQR) and the Water Industry Commission for Scotland (WICS).
From time to time, WWS receives complaints which are of such importance or have a public-interest impact beyond the specific complaint itself, that WWS will issue a formal report on the complaint and greater issues raised.
In addition to the making of such formal reports and the findings and recommendations made, a key role of WWS is to continue to work to ensure that such recommendations are adopted in the interest of customers to mitigate and prevent future occurrences.
Issued on behalf of Waterwatch Scotland, Corporate Office, Forrester Lodge, Inglewood, Alloa, FK10 2HU