WATRS code of conduct
The redress scheme will be free of charge to our customers.
We support the principles set out by the redress scheme as follows:
|Independence||It will be independent of water companies and other stakeholder (e.g. a customer advocate) with a conflict of interest.|
|Fairness and impartiality||It will be able to take a neutral, objective and balanced view, and deliver outcomes based on clear policy/rules.|
|Proportionality||It will undertake analysis and make decisions proportionate to the scale and nature of the problem.|
|Consistency||It will ensure that decisions are clear and consistent from case to case.|
|Transparency||It will ensure that decisions are public so that they are seen to be made without prejudice; highlight systematic failings in policy or practice; have a deterrent effect and drive service improvements. The process will, however, maintain the confidentiality of individual complainants.|
|Effectiveness||It will meet its objectives and do so in a way that provides value-for-money through cost-effective,timely delivery.|
|Accountability||It will be monitored and tested to ensure that it delivers efficient and effective outcomes for consumers, and that it is accountable to its users and the water industry.|
|Accessibility||It will be available to a wide range of complainants and easily available to consumers with different needs through the most appropriate channel (for example telephone, email, website and letter); and it will ensure that its role is made clear so that consumers understand the process and know who to contact.|
- We will respect the independence of the scheme provider – CEDR
- We agree to be bound by the decision of the schemes adjudicator if accepted by the customer and we will implement decisions as required by the rules.
- We will co-operate with and have due regard to recommendations of the scheme adjudication panel.
- We will provide accurate and reliable information to and co-operate with the scheme adjudicators.