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10/03/2004
Water Service launches customer charter and complaints procedure
The Water Service has launched a new Customer Complaints procedure and a revised Customer Charter, describing the standards of service that customers can expect and what customers should do if they feel these are not being met.
Chief Executive of the Water Service, Katharine Bryan said to ensure "the quality, efficiency and responsiveness" of its services the new Charter and Complaints procedure was necessary.
"Water Service aims to deliver the best possible service for all its household, industrial and agricultural customers across Northern Ireland," she said. "Each day, we deliver 710 million litres of drinking water and collect, treat and dispose safely of 134 million cubic metres of wastewater for these customers.
"The Charter and Complaints Procedures outline the standards we aim to achieve in the delivery our services, how you can get in touch with us and what you can do if you feel that our services have not met your expectations."
Among the revised standards are:
(MB)
Chief Executive of the Water Service, Katharine Bryan said to ensure "the quality, efficiency and responsiveness" of its services the new Charter and Complaints procedure was necessary.
"Water Service aims to deliver the best possible service for all its household, industrial and agricultural customers across Northern Ireland," she said. "Each day, we deliver 710 million litres of drinking water and collect, treat and dispose safely of 134 million cubic metres of wastewater for these customers.
"The Charter and Complaints Procedures outline the standards we aim to achieve in the delivery our services, how you can get in touch with us and what you can do if you feel that our services have not met your expectations."
Among the revised standards are:
- Where necessary, have inspection staff on site within 4 hours (6 hours outside normal working hours) when an unexpected problem disrupts the water supply.
- Restore water supplies cut off in an emergency within 12 hours.
- Give at least 24 hours notice of any interruption to the water supply for planned maintenance work that is likely to last more than six hours.
- Clear blocked sewers that are our responsibility within one working day.
(MB)
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