Part 3 Scottish Water
Codes of practice
26 Customer standards code
1
In relation to services provided in the exercise of its core functions, Scottish Water must prepare and submit to the F4Commission a code of practice (a “customer standards code”) making provision—
a
as to its standards of performance in providing services to F1persons whose premises are connected to the public water supply system or the public sewerage system (within the meaning of Part 2 of the Water Services etc. (Scotland) Act 2005 (asp 3)) or both ,
b
for procedures for dealing with complaints by F2those persons or persons whose premises have been, or might reasonably become, connected to either or both of those systems ,
c
as respects the circumstances in which it will pay compensation if or in so far as those standards are not attained,
d
as respects such matters as are incidental to the provision made under paragraphs (a) to (c), and such supplemental matters (if any) as it thinks fit.
F32
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3
Subject to subsection (1), Scottish Water may from time to time—
a
vary, or
b
revoke and replace,
its customer standards code, and must submit the varied or new code to the F4Commission .
4
A customer standards code submitted to the F4Commission under subsection (1) or (3) comes into force only when it is approved in accordance with section 27.
5
Scottish Water must endeavour to comply with its approved customer standards code; but contravention of that code does not of itself give rise to any criminal or civil liability.
6
Scottish Water must publish the approved customer standards code and provide a copy of the code to any person who requests it.
7
The F5Commission —
a
must monitor the compliance by Scottish Water with its approved customer standards code,
b
may advise the Scottish Ministers on such compliance, and
c
may require Scottish Water to review its customer standards code, or any provision of it, in such respects as the F5Commission may specify.