Independent Challenge Group (ICG)

Customer Challenge Groups (CCG) were introduced by Ofwat as part of the 2014 Price Review to provide independent scrutiny to:

• Challenge the quality of the customer engagement process
• Challenge how well the company’s proposed outcomes and outcome delivery incentives reflect its customer engagement, and customers’ views and priorities
• Provide an independent report to Ofwat at the same time as companies submit their business plans

This requirement was extended through to the 2019 Price Review, but removed in guidance for the 2024 Price Review, with companies being given the opportunity to decide for themselves as to whether the groups should continue to operate. The Dwr Cymru Board has committed to the importance of an independent challenge group as part of its commitment to accountability and transparency. Consumer Council for Water (CCW) have supported the role of challenge groups including organising a Central Coordination Group of Chairs.

As part of this process Customer Challenge Groups were renamed as Independent Challenge Groups (ICG).

The group is overseen by an independent Chair, is support by an independent secretariat and has 12 independent members representing a range of organisations and from a variety of backgrounds.

The group’s core function has been to provide challenge through the business planning process in the Price Reviews. In addition, the ICG has provided ongoing independent review, advice and support on operational issues including on business performance, customers in vulnerable circumstances, water resilient communities, response to incidents etc. The Group has also worked closely with the company’s Independent Environmental Advisory Group.

ICG minutes and reports can be found below.

Contact us at yoursay@dwrcymru.com.