RWG Customer Contact Details Sub-group

Purpose

• To review the previous work (including Code change proposals, RWG Good Practice Guides and consultation responses received as part of the Ofwat consultation on the proposal to mandate retailer provision of emergency customer contact details within Customer Protection Code of Practice).
• To make a recommendation to develop a pragmatic solution that works for trading parties and customers that will enable customer details to be captured where practical and shared appropriately.

Objectives/Outputs

Undertaking a thorough review of options – including identifying and addressing key constraints leading to recommended solutions, which could include:

• Updating an existing Good Practice Guide
• Raising a code change proposal
• Make a recommendation for change to the Customer Protection Code of Practice.

Consultation

The sub-group sought industry feedback on views on the acquisition, storage and sharing of customer information by water companies. 

The subgroup has reviewed the previous work relating to obtaining and sharing operational customer contact details between retailers and wholesalers, none of which have succeeded in significantly improving the issue. This RFI shared the findings of the group and sought views as to whether this aligned with the views of others and where there were alternate and wider perspectives and experiences that could help to build the best solutions.

You can read the supporting information document below:

Survey supporting document

The survey closed on 28 May 2025.