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Code of Practice 2022 update

03 October 2022 12:17

In line with our vision to grow value and trust by being world-class, we have revised our suite of Codes of Practice.  Now available on, the updated Codes set out the standards our customers should expect in respect to the wide range of services delivered from within the Customer & Operations Directorate, a number of which represent improved commitments.

Revised in partnership with the Consumer Council, and approved by the Utility Regulator, the Codes outline our new customer promises and offer advice on leaks, metering & billing, sewerage services, water services and complaints in a renewed format geared towards making it easier for our customers to understand what to expect in terms of service levels.

The Codes of Practice are:

  • Billing & Metering for Non-Domestic Customers
  • Dealing with Leaks
  • Our Complaints Procedure
  • Sewerage Services
  • Water Supply Services

Commenting on the revised Codes, Des Nevin, Director of Customer & Operations, explained: 

“Customers are the heart of everything we do and these updated Codes of Practice clearly set out the revised commitments we make to all of our customers, both domestic and non-domestic, across the vast range of activities we undertake within NI Water.”

Kevin Shiels, Director, Retail Markets at the Utility Regulator stated:

“We consider that the updated versions of the Codes are more consumer friendly with the information presented in a clear and understandable manner. The overall style and look is consistent with modern utility Codes of Practice. This approach helps to provide clarity and understanding for consumers in an easy-to-read manner.”

Peter McClenaghan, the Director of Infrastructure and Sustainability at the Consumer Council, commented:

“The Consumer Council is pleased to have worked with NI Water to help them revise their Codes of Practice.

The codes provide important information about NI Water, the Company’s service promises, and the standard of services consumers can expect to receive.

The Codes are a useful tool to help us, as consumers, make sure we receive good service. However, if you have any concerns about the services you receive from NI Water contact them to let them know. The Consumer Council are also here to assist you if you have any difficulties with the service provided by NI Water.”

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