Ofwat Customer Protection Code of Practice Summary

 

Ofwat’s Customer Protection Code of Practice sets out the rules that water market retailers must follow to treat you fairly.  

This includes customer protection obligations, the correct handling of complaints, accurate billing and end of contract arrangements.

In most cases for businesses, charities and public sector organisations in England, you have the right to choose your water and wastewater retailer. You can check eligibility here.

This gives you the flexibility and freedom to choose your provider for a better service which may save you money and help you reduce water consumption.

This summary does not form part of your contract, but it sets out what you should expect from your retailer (including any third party like a consultant or comparison website).

 

 Customer protection

Retailers and third parties are expected to be fair, transparent and honest with you.  They must communicate clearly and provide the right information in a timely manner.

If you choose a third-party to act on your behalf, your retailer will need a letter of authority from you confirming the name of that third party, the extent of their authority and how their fees are being paid.

 

Accurate billing

You have the right to receive at least one accurate invoice or bill per year.

That must include meter readings where your supply is on a meter.

 

Your bill must show key information such as:

  • supply point identifier (SPID)
  • tariff rates and calculations
  • contract expiry date
  • how to contact your retailer
  • Ofwat and Consumer Council for Water contact details

Occasional bill adjustments can occur. For example, an initial bill may be an estimate of your water consumption, later amended by an up to date meter read. And you should generally not receive any invoices for services dating back more than two years, unless you are due a refund.

You should have access to a choice of payment arrangements too.  That might include advance payments to better manage seasonal fluctuations in your water consumption. But if you decide to pay in advance, any credits you may have built up may be lost if your supplier becomes insolvent. And they must communicate with you every quarter to let you know how much credit you have built up, how to get a refund and what options you have for other payment terms.

If you are in debt to your supplier, ask whether you can organise a repayment plan and discuss new options.

If you decide to switch to a different provider, cease trading, or your contract expires or is terminated, your existing supplier must give you an estimate of your final bill.

Your final bill must be confirmed and issued within six weeks of either the date of your transfer to a new retailer, or the termination or expiry of your contract, whichever is earliest.

If you have credit on the account, they must tell you how they will refund this.  Refunds must be made within 60 calendar day of the final bill. If you change your address, make sure your provider knows!

Before an existing contract expires, your supplier must write to you 30 days prior to expiry date to give you your options. You may choose to automatically renew a contract, agree new terms or switch to a different retailer.

 

Switching

Switching to a new retailer might benefit you in terms of lowering your bills or a better service.  If you need more information about switching, visit https://www.open-water.org.uk/.

You may not be allowed to switch if your account is in debt or if there are contract terms which preclude it.

But your retailer must explain to you any reason for blocking a proposed switch and how you can resolve the issue.

 

Response to complaints or disputes

If you are unhappy with your service, you can lodge a complaint verbally or in writing.  Your retailer’s website should include information on the procedure for making a complaint.

They should set out clearly what steps they will take to investigate and resolve your complaint, likely timescales and potential remedies for resolution.

If you are unable to resolve your complaint, you can get free, impartial advice from the Consumer Council for Water (CCW). Monday to Friday, 8:30am to 5pm, on 0300 034 2222 (England), 0300 034 3333 (Wales).

If your complaint is unresolved even after involving CCW, you can pursue alternative dispute resolution, where the matter is considered by an independent person. Your retailer should provide you with details of the relevant adjudication scheme.

 

Micro businesses

There are some extra protections for micro businesses with less than 10 full time

  1. These are:
    • Provision of additional contract information, including prices and charges, duration, service levels, billing and payment arrangements and rights to cancel
    • A cooling off period in which you can cancel your contract at no cost within seven calendar days of agreeing to it
    • No automatic renewal of your contract without your consent within 30 days of the renewal, and fee-free early termination in the case of an automatic renewal
    • Options for planned repayment of amounts owed if your bill or invoice for water supplied and/or services provided has to be recalculated and additional charges are due. 

Your obligations

To help your retailer to do their job, you must promptly inform them about any changes at your business, such as a change of occupier or tenant at the premises.

You must also ensure your retailer has access to your premises for meter readings, more accurate bills and detection of leaks. They may ask you to take meter readings where it is safe to do so, and will support you in doing so.

Click here to read the full Ofwat Customer Protection Code of Practice.