C1C2C3 Part III WATER SUPPLY

Annotations:
Modifications etc. (not altering text)
C1

Part III: definition of "consumer" applied (01.12.1991) by Water Resources Act 1991 (c. 57, SIF 130), ss. 176(7), 225(2).

C2

Part III: definition of "water fittings" applied (01.12.1991) by Statutory Water Companies Act 1991 (c. 58, SIF 130), ss. 15(1), 17(2).

chapter III Quality and Sufficiency of Supplies

F3Complaints

Annotations:
Amendments (Textual)
F3

S. 86A inserted (1.7.1992) by Competition and Service (Utilities) Act 1992 (c. 43), s. 29; Competition and Service (Utilities) Act 1992 (Commencement No. 1) Order 1992, art. 3, Sch. Pt. I

86AF1 Procedure for dealing with complaints.

1

Each water undertaker shall establish a procedure for dealing with complaints made by its customers or potential customers in connection with the supply of water.

2

No such procedure shall be established, and no modification of such a procedure shall be made, unless—

a

the water undertaker has consulted the F2regional committee to which it has been allocated; and

b

the proposed procedure or modification has been approved by F4the Authority.

3

The water undertaker shall—

a

publicise the procedure in such manner as may be approved by F4the Authority; and

b

send a description of the procedure, free of charge, to any person who asks for one.

4

F4The Authority may give a direction to a water undertaker requiring the undertaker to review its procedure or the manner in which the procedure operates.

5

A direction under subsection (4) above—

a

may specify the manner in which the review is to be conducted; and

b

shall require a written report of the review to be made to F4the Authority.

6

Where F4the Authority receives a report under subsection (5)(b) above, F4it may, after consulting the water undertaker, direct the undertaker to make such modifications of—

a

the procedure; or

b

the manner in which the procedure operates,

as may be specified in the direction.

7

Subsection (2) above does not apply to any modification made in compliance with a direction under subsection (6) above.

8

The duty of a water undertaker to comply with subsection (1) above and with any direction given to it under subsection (4) or (6) above shall be enforceable by F4the Authority under section 18 above.

9

Where F4the Authority is considering whether to exercise F4its powers under subsection (4) or (6) above in relation to a water undertaker, it shall be the duty of that undertaker to give F4it such information as F4it may reasonably require for the purpose of assisting F4it in coming to a decision.

10

Section 202 below shall have effect, with the necessary modifications, in relation to information which F4the Authority requires for that purpose as it has effect in relation to information which the Secretary of State requires for purposes mentioned in subsection (1) of that section.