The Consumer Council for Water Wales Committee is inviting members of the public to its next meeting at the National Waterfront Museum in Swansea on Tuesday 12 October. The committee will be looking at how water companies deal with customers complaints, and will discuss water consumer representation.
In the last financial year complaints to D?r Cymru Welsh Water rose by nearly six per cent, and complaints to Dee Valley Water rose by nearly 44 per cent while in England on average complaints to water companies dropped by 17 per cent.
The Consumer Council for Water would like to hear from customers of D?r Cymru Welsh Water and Dee Valley about any aspect of the service from either company. Representatives from both water companies will be on hand to respond. Diane McCrea, Chair of the Wales Committee of the Consumer Council for Water, said: Water complaints in Wales have risen steadily for over five years, and the companies whose customers we represent were last year amongst the poorest performing water companies across England and Wales when it comes to complaints.
Unlike other utilities, water customers do not have the opportunity to switch supplier if they are unhappy with service, but systems are in place to help protect customers and prevent water companies from taking advantage of their monopoly situations. For example, water customers can contact the Consumer Council for Water in Wales to raise a complaint about a water company, and we will investigate as necessary. Last year we helped customers in Wales get over £1 million in compensation and rebates.
At the meeting we will be challenging companies to make further improvements to address last years adverse trends in complaints, and questioning them on how they plan to make changes to improve things for their customers too many need to pick up the phone to complain far too often.
We will also discuss updates from water companies and other stakeholders on operational matters such as drinking water and environmental issues that impacted on customers during the last quarter.
We want to see that companies in Wales are doing everything they can to improve services for customers. Holding our meeting in public is one way in which we can listen to local people and hear what they think of their water company.
We will be able to take up unresolved complaints and issues on their behalf, challenging companies to address customers concerns, and take meaningful actions to satisfy them. The meeting will run from 11:00 am to 2:00 pm on Tuesday 12 July in the National Waterfront Museum, Swansea, SA1 1TW.
Customers who would prefer to speak in Welsh are encouraged to do so, but please let us know ahead of time so that we can provide translation; To confirm your attendance in advance call the Consumer Council for Water Wales office on 0292 023 9852.