These Regulations amend the Water Supply and Sewerage Services (Customer Service Standards) Regulations 1989, which provide for customers of water and sewerage undertakers to be entitled to a payment or credit where the undertaker fails to maintain certain minimum standards of service in connection with the supply of water or sewerage services to domestic premises. They make regulation 3 of the 1989 Regulations (keeping appointments) apply to appointments made over the telephone, and allows customers to specify a two-hour time-band for an appointment; (b) they reduce the time limit for responding to requests regarding account queries and requests about payment arrangements and requests to change payment methods; (c) they reduce the time limit for responding fully to all written complaints about water or sewerage services; (d) it increases the notice undertakers are required to give of planned interruptions of supply 48 hours; (e) they reduce the period for restoring the supply under regulation 7; (f) they increase the payments for household customers for standards relating to appointments, billing queries, complaints, warning notices and interruptions, and ; (g) they require companies to make payments automatically to customers affected by standards relating to interruptions of supply, warning notices and sewer flooding (regulations 6, 7 and 7B), including an additional penalty payment in the event of a claim.
大不列颠及北爱尔兰联合王国 · 2000-08-18