Section 14Part 5 — CONSUMER PROTECTION
Required standards of performance
←→ Navigate · Click subsection badges to collapse · Press ? for help
Service providers shall use their best endeavours to ensure that their services are —
reliable and safe;
efficient,
provided with due care and skill; and
rendered in accordance with this or any other Law, concessions and licences and to the standards reasonably expected of a competent provider of those services.
The Office may prescribe standards of performance in connection with the provision of water supply and wastewater services to customers, after consultation with service providers and persons who are likely to be affected, which may include incentive based performance mechanisms.
The Office may, having regard to Government's social policy objectives as set out in writing, require service providers to make special provisions to meet the needs of the disadvantaged and elderly.
A person may make a written complaint to the Office in respect of any service provided by a service provider, or if the person claims to be adversely affected by the actions or omissions of a service provider.
In the event of a written complaint being made under subsection (4), the Office shall invite written submissions from both the complainant and the service provider within twenty-one days of the complaint being received and within twenty-one days of receiving the submissions shall notify the complainant and the service provider of its decision in respect of the complaint which shall be final and binding on both parties.
The Office may prescribe technical and equipment standards for the provision of service for and by service providers.
The Office shall review and may approve codes and procedures to be established by service providers relating to the provision, refusal, disconnection or interruption of service.
Service providers may, subject to the rules and procedures established under subsection (6) —
refuse to provide service to a consumer; or
discontinue or interrupt the provision of such service to a consumer, pursuant to an agreement with that consumer, or where the consumer has illegally connected itself to the service provider's system, or the legitimate connection to the consumer creates a hazard to health or property, only on grounds which are reasonable and non-discriminatory; and where any such action is taken, the service provider shall have the right to immediately disconnect the service or, in the service providers discretion, to give reasonable notice prior to the intended service interruption and in such cases to provide the said notice in writing to the consumer specifying the reasons therefor and permit the consumer to remedy or cure any defect on the consumer's part insofar as the defect may be capable of remedy.