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Frequently asked questions

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1
YesQ: What does the consumer need to ensure that his/her request is processed via the "Escalated Complaints" portal?

A: Provide correct, accurate and up-to-date information to the Water Regulator.

2
YesQ: When is the escalated complaint to the "Water Regulator" refused?
A: If incorrect data is entered into the complaints platformby the consumer or failure to comply with general rules.
3
YesQ: What is needed to accept the escalated complaint to the "water regulator"?
A: The following conditions must be met:
1. The complaint submitted to the "service provider" exceeds 30 working days without action, during which the consumer will have another 30 working days to escalate the complaint to the Regulator. 
2. The complaint shall escalate to the Regulator within (30) working days from the date of its closure by the "service provider".
4
YesQ: When is the consumer entitled to escalate the complaint to the "Water Regulator"?
A: In the following cases:
1. The consumer does not accept the settlement with the "service provider" within (30) working days from the date of its closure. 
2. Failure to respond to the consumer's request by the service provider within (30) working days, during which the consumer will have another (30) working day to escalate the complaint.
5
YesQ: When does the consumer not have the right to escalate the complaint to the "Water Regulator"?

A: When submitting an escalated complaint again for the same complaint filed against the "service provider".

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