Ofwat consults on core customer information provision guidance

Ofwat has published for consultation until 29 January draft guidance on the core information companies should provide to their customers.

It explained that customers being well informed is one of the three outcomes it wants to achieve from the new customer-focused licence condition it consulted on in October. Core information is defined as including, but not being limited to: company contact details, what to do in an emergency, how to identify genuine staff members, what services are provided, complaints handling, leakage procedures and the role of CCW.

Ofwat said if the customer-focused licence condition is implemented, it will move the content out of the current licence condition G which deals with core customer information and put it into guidance – after updating and simplifying it, plugging gaps and dealing with any overlaps. It intends the guidance “to drive companies’ behaviour in delivering our aspiration to see high standards of customer service and support for the full diversity of customer needs across the water sector”.