Dwr Cymru Welsh Water

COVID-19 (Coronavirus) – A Message to Our Customers - 30 March 15:00

We know that this is a difficult time. We also know that the water and wastewater services we provide play a key role in protecting public health and safeguarding the customers and communities we serve.

We are doing all we can to protect our colleagues while also maintaining our services to customers. You will still see us working in streets and communities during this time but we are only doing essential work that will help protect public health by maintaining water and wastewater services to customers.

Our Billing Call Centre is open from 9am - 5pm (Monday to Friday) to support our most vulnerable customers who have been impacted by the Coronavirus.

If you’re impacted by COVID-19 (Coronavirus) and concerned about your water bill, please click here for more information.

If you need to contact us about other things like updating your account, to let us know you are moving or to set up a direct debit, you can do this by visiting our online services.

We will keep you informed of any other changes through updates on this site and via our social media channels - Facebook & Twitter.

We apologise for this but will do everything we can to continue providing our essential services. Thank you for bearing with us.

From 1st April WATRS is a free and independent adjudication service which reviews disputes between customers and companies which the Consumer Council for Water Wales have not been able to resolve.

If your complaint has been reviewed by a company Director and CC Water, and you remain dissatisfied you can contact WATRS directly. Their contact details are below. You can make an application on their website or ask them to send an application form to you.

About WATRS

WATRS (Water Redress Scheme) is an independent adjudication service to resolve disputes between customer’s and water (and sewerage) companies.

WATRS is operated by IDRS, the customer services unit of the Centre for Effective Dispute Resolution (CEDR) which is a non-profit body that is entirely independent of the water industry

Other useful information

We always aim to get things right, first time, every time – but we know that sometimes things can go wrong.  Our booklet ‘How we handle your complaints’ explains how you can make and complaint and how we will deal with it. 

WATRS is a free and independent adjudication service which reviews disputes between customers and companies that the Consumer Council for Water Wales have not been able to resolve.

If your complaint has been reviewed by a company Director and CC Water, and you remain dissatisfied you can contact WATRS directly.

Contact details are -

WATRS
International Dispute Resolution Centre
70 Fleet Street, London, EC4Y 1EU

Telephone: 0207 123 4567

www.watrs.org

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