CCW responds to Ofwat’s latest amendment to the Customer Protection Code of Practice
The Consumer Council for Water (CCW) is concerned that Ofwat’s decision to change the billing accuracy requirement in the Customer Protection Code of Practice (CPCoP)(pdf) will negatively impact business customers.
The consumer watchdog strongly believes the change to the code, which now states that retailers only need to issue one customer bill a year based on a meter reading where a read is “available,” will weaken the requirement for retailers to ensure accurate billing.
While CCW supports the strengthened meter reading incentives under the Market Performance Framework and the new GSS standard mandating reads every 13 months, a lack of firm commitment to accurate billing in the CPCoP undermines these efforts and weakens customer protection.
Responding to the change, Christina Blackwell, Head of Business Customers at CCW, said:
We want to see the strengthening of standards in the CPCoP, not a watering down. We are deeply concerned this change will mean retailers no longer issue an accurate customer bill where they have failed to read a meter. We expect retailers to do all they can to ensure every meter is being regularly read, so customers are billed for the water they use.
We strongly disagree with the suggestion that, in some cases, the cost of taking a meter read outweighs the benefit to the customer. Regular meter readings are crucial, as they ensure customers are billed accurately, help detect leaks early and support customers in managing and understanding their water use. It is vital the CPCoP maintains robust requirements for retailers, to ensure the delivery of good customer service and the protection for businesses