Water Redress Scheme
The Water Redress Scheme is a free and independent adjudication service which reviews disputes between customers and companies which the Consumer Council for Water Wales have not been able to resolve.
If your complaint has been reviewed by a company Director and CC Water, and you remain dissatisfied you can contact WATRS directly. Their contact details are below. You can make an application on their website or ask them to send an application form to you.
WATRS (Water Redress Scheme) is an independent adjudication service to resolve disputes between customer’s and water (and sewerage) companies.
WATRS is operated by IDRS, the customer services unit of the Centre for Effective Dispute Resolution (CEDR) which is a non-profit body that is entirely independent of the water industry.
Who can use the Scheme
Applications can be made by the following:
- Household customer’s (as defined in the Company Complaints Procedure Manual);
- Non Household customers (as defined in the Company Complaints Procedure Manual);
- Authorised customers or customers representatives;
- Applications may be made on behalf of more than one customer. However, they must be named and signatories to the application to confirm that they wish to refer the complaint to adjudication. Alternatively, each must have confirmed that they agree to a representative acting on behalf of all of the signatories. Once an application has been initiated, it will not be permitted to add further names, to avoid delays to the process.
The Scheme can only be used to settle disputes that are related to:
- Bills, payments, collections and debt recovery;
- Water supply services;
- Wastewater/ sewerage services;
- Development and new supplies;
- Other issues which have been the subject of an internal company complaint procedure and which are not excluded under exclusions below.
Code of Conduct
Welsh Water will ensure a commitment to provide Alternative Dispute Resolution scheme (ADR).
free of charge to customers;
- A Commitment to abide by ADR Principles;
- A Commitment to respect the independence of ADR Service Provider
- A Commitment to be bound by decision of ADR adjudicator if accepted by customer and to implement decision as required by Scheme Rules;
- A Commitment to co-operate with and have due regard to the recommendations of the ADR Panel
- A Commitment to provide information/co-operate with ADR adjudicators;
Other useful information
We always aim to get things right, first time, every time – but we know that sometimes things can go wrong. Our booklet ‘How we handle your complaints’ explains how you can make and complaint and how we will deal with it.
WATRS is a free and independent adjudication service which reviews disputes between customers and companies that the Consumer Council for Water Wales have not been able to resolve.
If your complaint has been reviewed by a company Director and CC Water, and you remain dissatisfied you can contact WATRS directly.
Contact details are -
International Dispute Resolution Centre
70 Fleet Street, London, EC4Y 1EU
Telephone: 0207 123 4567