[29 Consumer complaints]
Water Industry Act 1991 (1991 c 56) | Legislation

[29  Consumer complaints]

[(1)     This section applies to a complaint which any person (“the complainant”) has against a relevant undertaker[, a water supply licensee or a sewerage licensee] in relation to any matter connected with the functions of that undertaker or the services provided [by that water supply licensee or that sewerage licensee].

(2)     Where a complaint to which this section applies (other than one appearing to the Council to be frivolous or vexatious) is referred to the Council by or on behalf of the complainant, the Council shall (subject to subsections (3) and (8) below) investigate the complaint for the purpose of determining whether it is appropriate to take any action under subsection (9) below.

(3)     Where it appears to the Council that the complaint is one the Authority would be required to investigate under section 181 below, the Council shall, instead of investigating the matter to which it relates, refer the complaint to the Authority.

(4)     Where it appears to the Council that the complaint relates to a matter in respect of which a function under section 18 or 22A above is

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