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NI Water Reaffirms its Commitment to Customers

16 December 2011 15:20

As part of NI Water’s ongoing commitment to providing a high quality service to all its customers, the company has updated its Domestic Customer Charter and revised and extended its Codes of Practice. Developed in partnership with the Consumer Council and the Utility Regulator, the suite of leaflets set out the standards customers can expect across a variety of the services the organisation offers.

The revised Domestic Customer Charter and extended Codes set out NI Water’s commitments for key customer services including responding to contacts from customers, attending sewer flooding incidents, connecting to mains water and sewerage and emptying septic tanks. For example, if a customer experiences sewer flooding in their home and contacts NI Water, we now aim to respond within 4 hours of receiving the call.

The new Code of Practice on Billing and Metering for Non-Domestic Customers aims to help non-domestic customers to understand the specific services we offer to that sector and the content and format of their bill.

Commenting on the revised Codes Liam Mulholland, Head of Customer Services, NI Water, explained:

“The revised and extended Codes of Practice and our Domestic Customer Charter are an important way of setting out our commitment to our customers and detailing the standards of service we aim to provide for the whole community.

“NI Water is the sole provider of the most essential service in Northern Ireland. We are constantly working to improve our service and we are pleased to illustrate our commitments to our customers through this revised and extended range of Codes.

Jo Aston, the Director of Water at NIAUR, stated: “The Regulator is pleased to approve the revised Codes of Practice and welcomes the updated commitments of the Customer Charter. We also commend NI Water and Consumer Council for their collaborative effort in developing the new Billing and Metering Code for Non-Domestic Customers. These codes not only include NI Water’s commitment to its consumers, but provide useful information for the public should they have a leak, complaint or other problem. The Regulator is committed to monitoring delivery and incentivising service improvements. We therefore will consider future updating of these Codes to benefit consumers as the industry moves forward.”

Also commenting, Antoinette McKeown, Chief Executive Officer from the Consumer Council said: “We are pleased to see the publication of these new improved Codes of Practice and would encourage all consumers to read them as they explain the minimum levels of service consumers can expect to receive from NI Water. Consumers should feel more confident when they need to get in contact with NI Water and we will continue to work with NI Water in order to monitor and ensure that it delivers against its’ Codes of Practice”.

Copies of the publications are available online at, or by phoning or textphone on Waterline on 08457 440088 (calls are charged at Low call rate).

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