WATER SUPPLY (SAFETY AND RELIABILITY) ACT 2008 - SECT 118
Customer complaints
WATER SUPPLY (SAFETY AND RELIABILITY) ACT 2008 - SECT 118
Customer complaints
118 Customer complaints
(1) This section applies if—
(a) a customer who does not have a service
contract considers—
(i) there is a significant deficiency in the customer
service standard; or
(ii) the service provider has not complied with the
standard; and
(b) the customer can not resolve the complaint through
negotiation with the service provider.
(2) The customer may give the
regulator notice of the complaint.
(3) If the customer gives the regulator a
notice under subsection (2) , the regulator must—
(a) give the service
provider a copy of the notice; and
(b) inquire into the matter.
(4) After
inquiring into the matter, the regulator must give the service provider a
notice—
(a) if the service provider has not complied with the service
provider’s customer service standard—requiring the service provider to
comply with the standard; or
(b) if the complaint highlights a deficiency in
the standard—requiring the service provider to revise the standard; or
(c)
if the regulator is satisfied no action is required in relation to the
complaint—stating that the regulator will not take any further action.
(5)
The notice is taken to be a compliance notice to which section 465(4) does
not apply.
(6) The regulator must give the customer an information notice
about the action taken under subsection (4) .
