Water regulator Ofwat has issued a consultation on changing its approach to information provision in a bid to “empower” consumers.
The document, ‘Empowering water and sewerage customers – consultation on changing our approach to information provision’, considers the aspect of consumer information and how water companies provide this to their customers.
The consultation comes after Ofwat commissioned research into customers’ attitudes to information provision in the sector. The research found that customers are not especially aware of their rights and responsibilities as water customers and that relevant information was not being presented in a suitable manner.
Using the research findings, Ofwat intends to set out broad principles that companies should use when deciding on their approach to providing information in accordance with the specific requirements in their licence.
The regulator also sets out how it will change the way it holds companies to account for fulfilling the requirements on them to provide information but does not propose changes to the licence conditions.
Ofwat said it has identified some “initial minor adjustments” to its approach which it believes will encourage companies to go beyond just what the licence requires and focus more on what customers want from the information provided to them.
Rather than approving elements or changes to information that companies provide, Ofwat will “look to the companies to take responsibility for providing information in line with their licence obligations and in keeping with the principles…” Ofwat believes that this gives water companies flexibility on how how to communicate information in light of customer’s needs and, given these are existing obligations on companies, the proposals should be “easy to implement.”
The consultation is the first step towards improving information that is provided to customers, Ofwat said.
Ofwat is seeking views on issues surrounding information provision such as the concept of a principles-based approach, examples of good practice in information provision, how companies can best understand their customers’ needs, and the risk-based approach Ofwat is taking to intervention in cases of non-compliance by the water companies.
Read the document here
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