Awareness low on water rights
11 March 2009
On Consumer Rights Day (15 March 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.”
More information about water consumers’ rights and responsibilities is available on the Consumer Council for Water’s website at www.ccwater.org.uk.
Ends
Notes for Editors
1. Statistics taken from the Consumer Council for Water’s Tracking Survey 2008, available here.
2. Consumers International’s website has more information about Consumer Rights Day here.
The Consumer Council for Water
1. The Consumer Council for Water was set up in October 2005 to represent consumers in England and Wales.
2. The Consumer Council for Water costs each water customer 25p per year.
3. The Consumer Council for Water has gained £130 million from water companies in reduced prices and extra investments.
4. The Consumer Council for Water has to date taken up over 42,000 consumer complaints about water and sewerage companies, and secured £4 million in compensation and rebates fur customers.
5. The Consumer Council for Water is a non-departmental public body reporting to the Department of Environment, Food and Rural Affairs and the Welsh Assembly Government. It has a committee for Wales, and four regional committees in England.
6. Our website is www.ccwater.org.uk.
For public enquiries to the Consumer Council for Water, please contact via email on enquiries@ccwater.org.uk, our national number, 0845 039 2837, or via minicom on 0121 345 1044.