In our response, we set out our views on the commitments CCW has made that directly or indirectly impact the market and business customers.
We welcome a 2-years-on progress report of CCW’s Five Year Review of the market and highlight the importance of reassessing recommendations in light of developments in the market and wider water industry.
We also welcome the follow-up report on CCW's recommendation to remove small customers (using less than 0.5ML/d) from the market but requested more clarity on the timing of the report. Our view remains consistent with what we set out in our original response to CCW's Five Year Review. We believe that more time is needed to allow for new mechanisms, such as the Business Customer and Retailer Measure of Experience (BR-MeX) and the reformed Market Performance Framework (MPF), to take effect. We also highlight the lack of evidence to suggest that small customers would be better served in the household market.
We strongly support CCW’s proposed targets to resolve complaints but have called for greater focus on addressing potential gaps in the complaints process for business customers. We also encourage CCW to increase the number of participants in its business customer forums and research to ensure the insight is proportionate to its household customer research.
We look forward to working with CCW to improve the outcomes for all customers in the business water market.
You can read the full response here. If you have any questions, please email
