Water Industry Act 1991

181 Complaints with respect to the exercise of works powers on private land. E+W

(1) Subject to subsection (2) below, it shall be the duty of [F1 the Authority] to investigate any complaint made or referred to [F1 it] with respect to the exercise by a relevant undertaker of any powers conferred on that undertaker by or by virtue of section 159 or 161(2) above.

(2) [F1 The Authority] shall not be required to investigate any such complaint as is mentioned in subsection (1) above if—

(a) the complaint appears to [F1 the Authority] to be vexatious or frivolous;

(b) [F1 The Authority] is not satisfied that the complaint has been brought by the complainant to the attention of the relevant undertaker in question and that that undertaker has been given a reasonable opportunity of investigating and dealing with it; or

(c) the complaint was first made to [F1 the Authority] or [F2 the Council] more than twelve months, or such longer period as [F1 the Authority] may for special reasons allow, after the matters to which the complaint relates first came to the notice of the complainant.

(3) Where [F1 the Authority], in pursuance of [F1 its] duty under this section, investigates a complaint with respect to the exercise of any powers by a relevant undertaker-

(a) it shall be the duty of that undertaker to provide [F1 the Authority] with all such information and assistance as [F1 it] may reasonably require for the purposes of [F1 its] investigation; and

(b) it shall be the duty of [F1 the Authority], before giving any direction under subsection (4) below, to consider any representations made to [F1 it] by the complainant or by that undertaker with respect to the subject-matter of the complaint.

(4) If on a complaint under subsection (1) above with respect to the exercise of any powers by a relevant undertaker, [F1 the Authority] is satisfied that that undertaker—

(a) has failed adequately to consult the complainant, before and in the course of exercising those powers, about the manner in which they are exercised; or

(b) by acting unreasonably in the manner of its exercise of those powers, has caused the complainant to sustain loss or damage or to be subjected to inconvenience,

[F1 the Authority] may direct the undertaker to pay to the complainant an amount, not exceeding £5,000, in respect of that failure, loss, damage or inconvenience.

(5) [F1 The Authority] shall not under subsection (4) above direct a relevant undertaker to pay any amount to a complainant in respect of any loss, damage or inconvenience for which compensation is recoverable under any other enactment except in so far as it appears to [F1 it] appropriate to do so by reason of any failure of the amount of any such compensation to reflect the fact that it was not reasonable for the undertaker to cause the complainant to sustain the loss or damage or to be subjected to the inconvenience.

(6) The duties of a relevant undertaker by virtue of subsection (3)(a) above shall be enforceable under section 18 above by [F1 the Authority].

(7) A person to whom any amount is required, in pursuance of a direction under subsection (4) above, to be paid by a relevant undertaker shall be entitled to recover that amount from that undertaker by virtue of this section.

(8) The Secretary of State may by regulations substitute a different amount for the amount for the time being specified in subsection (4) above.

Textual Amendments

F1 Words in Act substituted (1.4.2006) by virtue of Water Act 2003 (c. 37), ss. 36(2), 105(3); S.I. 2005/2714, art. 4(c)

F2 Words in s. 181(2)(c) substituted (1.10.2005) by Water Act 2003 (c. 37), ss. 101(1), 105(3), Sch. 7 para. 27(4); S.I. 2005/2714, art. 2(l)(v)(aa) (with Sch. para. 8)

Modifications etc. (not altering text)

C1 S. 181 applied (with modifications) (28.6.2013) by The Water Industry (Specified Infrastructure Projects) (English Undertakers) Regulations 2013 (S.I. 2013/1582), reg. 1(1)(b), Sch. 1 para. 13(4) (with reg. 1(1)(c))