http://www.legislation.gov.uk/ukpga/1992/43/section/29Competition and Service (Utilities) Act 1992An Act to make provision with respect to standards of performance and service to customers in relation to the telecommunications, gas supply, electricity supply, water supply and sewerage service industries; to make provision with respect to complaints by, and disputes with, customers in those industries; to make provision with respect to the powers of the regulators of those industries and with respect to related matters; to make provision with respect to the payment of deposits by customers of certain telecommunications operators; to make further provision for facilitating effective competition in certain of those industries; to make provision with respect to mergers of water or sewerage undertakers; to make provision with respect to compliance orders against public gas suppliers; to make a minor correction in section 98 of the Water Industry Act 1991; and for connected purposes.1992-03-16texttext/xmlenStatute Law Database2015-09-17Expert Participation2010-04-06 Part I29The following section shall be inserted in the Water Industry Act 1991, after section 86—86A1Each water undertaker shall establish a procedure for dealing with complaints made by its customers or potential customers in connection with the supply of water.2No such procedure shall be established, and no modification of such a procedure shall be made, unless—athe water undertaker has consulted the customer service committee to which it has been allocated; andbthe proposed procedure or modification has been approved by the Director.3The water undertaker shall—apublicise the procedure in such manner as may be approved by the Director; andbsend a description of the procedure, free of charge, to any person who asks for one.4The Director may give a direction to a water undertaker requiring the undertaker to review its procedure or the manner in which the procedure operates.5A direction under subsection (4) above—amay specify the manner in which the review is to be conducted; andbshall require a written report of the review to be made to the Director.6Where the Director receives a report under subsection (5)(b) above, he may, after consulting the water undertaker, direct the undertaker to make such modifications of—athe procedure; orbthe manner in which the procedure operates,as may be specified in the direction.7Subsection (2) above does not apply to any modification made in compliance with a direction under subsection (6) above.8The duty of a water undertaker to comply with subsection (1) above and with any direction given to it under subsection (4) or (6) above shall be enforceable by the Director under section 18 above.9Where the Director is considering whether to exercise his powers under subsection (4) or (6) above in relation to a water undertaker, it shall be the duty of that undertaker to give him such information as he may reasonably require for the purpose of assisting him in coming to a decision.10Section 202 below shall have effect, with the necessary modifications, in relation to information which the Director requires for that purpose as it has effect in relation to information which the Secretary of State requires for purposes mentioned in subsection (1) of that section.S. 29 wholly in force at 1.7.1992 see s. 56(2) and Competition and Service (Utilites) Act 1992 (Commencement No. 1) Order 1992, art. 3, Sch. Pt. I.