MOSL has responded to CCW’s draft strategy 2022-23 - for consultation. In our response we welcome that increasing satisfaction levels for business customers is one of the four objectives that will guide CCW’s work for the year ahead.
We support CCW’s plans to reduce the number of complaints received from business customers by 10% by March 2023. Also the target for 'business customer satisfaction with the level of retail services' to exceed 85% by 2027. We suggested it would be helpful to have more detail in advance or as part of the final strategy on why the specific target levels were chosen and the actions CCW planned to meet the targets.
MOSL supports CCW’s proposed emphasis on ‘people and the environment’. We believe there is an opportunity in the final strategy to ensure the objective to raise awareness of the value of water focuses across both non-household and household customers. This is because the sector’s current focus is on reducing domestic Per Capita Consumption (PCC), with no specific targets outlined for non-household customers.
We are keen to continue working closely with CCW to ensure non-household market performance standards better reflect the customer experience and that the voices of customers are more fully considered in our market improvement activities.
Through our regular market monitoring meetings, we will continue supporting CCW, sharing data, and looking to address the root causes of complaints.
You can read the full response here. If you have any questions on our response, please email
