Industry committed to getting billing right

LONDON, May 17, 2007 -- The Consumer Council for Water (CCWater) today announced its annual complaint figures that show an increase in general customer enquiries by 20% with complaints up 10%. The majority of complaints resulted from problems with billing systems. The water industry acknowledges that there is more to do to improve customer service but for the vast majority of companies in the industry and the majority of customers, complaints have gone down or stayed stable.

Water UK Chief Executive Pamela Taylor said: "Customers are at the heart of our business and the water industry is committed to getting billing and charges right.

"It is good news that customers who are now significantly more inclined to get in touch with CCWater, have increased their complaints at only half the rate at which their contacts have increased."

The introduction of a new billing system should not affect water customers but the sad reality is that it almost always seems to do so.

Water UK recognizes CCWater's increased profile with consumers which has helped increase customers' enquiries to the water champion.

Water UK is the industry association that represents all UK water and wastewater service suppliers at a national and European level. Our core objective is sustainable water policy -- actions and solutions that create lasting benefit by integrating economic, environmental and social objectives. We provide a positive framework for the water industry to engage with government, regulators, stakeholder organizations and the public. We actively seek to develop policy and improve understanding in areas that involve the industry, its customers and stakeholders. The focus on policy means: identifying gaps or inadequacies; working with members and stakeholders to develop alternatives; and helping deliver the benefits as new approaches are implemented.

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Also see:
-- "Water resources update: steady outlook"
-- "One-sided view of water regulation"

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