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Part 3S Scottish Water

Codes of practiceS

26 Customer standards codeS

(1)In relation to services provided in the exercise of its core functions, Scottish Water must prepare and submit to the [F1Commission] a code of practice (a “customer standards code”) making provision—

(a)as to its standards of performance in providing services to [F2persons 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 [F3those 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.

F4(2). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

(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 [F1Commission] .

(4)A customer standards code submitted to the [F1Commission] 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.