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Part 2Provisions relating to supply of drinking water
Consumer complaints

38Requirement for supplier to provide information to consumers and have complaints process

  1. A drinking water supplier must, in accordance with regulations that apply to the supplier,—

  2. provide any prescribed information to consumers; and
    1. establish, maintain, and administer a consumer complaints process; and
      1. report annually to the Water Services Authority on its consumer complaints process.

        1. A drinking water supplier must ensure that complaints are dealt with—

        2. in accordance with its consumer complaints process; and
          1. in an efficient and effective manner.

            Notes
            • Section 38 heading: amended, on , by section 12(1) of the Water Services Acts Repeal Act 2024 (2024 No 2).
            • Section 38(1)(b): inserted, on , by section 12(1) of the Water Services Acts Repeal Act 2024 (2024 No 2).
            • Section 38(1)(c): inserted, on , by section 12(1) of the Water Services Acts Repeal Act 2024 (2024 No 2).
            • Section 38(1)(c): amended, on , by section 111(2) of the Local Government (Water Services) (Repeals and Amendments) Act 2025 (2025 No 43).
            • Section 38(2): inserted, on , by section 12(1) of the Water Services Acts Repeal Act 2024 (2024 No 2).