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Home arrow Holyrood news arrow News categories arrow Business, Industry & Economy (HCL04) arrow Water industry could offer customer rebates
Water industry could offer customer rebates Print E-mail
Monday, 03 March 2008

Customers could get money back from water companies beause of poor service, according to Infrastructure Minister Stewart Stevenson. 

Speaking at Holyrood magazine's The Future Of Scotland's Water conference, Stevenson said that this was one example of how the industry could innovate to improve customer service in the future.

Maintaining stable charging and improving customer service would be the main priorities for the Scottish water industry as it looks to 2014 and beyond, he said.

"I believe that one of the greatest advantages of our system is the commitment to stable charges. In return for their charges customers rightly expect high quality service. Scottish Water has made great strides through recently improving its customer service and should be congratulated on this.

"When customers pay for a service, they rightly expect to receive good quality service. In most commercial areas this is a given, but it is not so in the water industry. We should therefore also consider setting a guaranteed minimum service. Considering customer rebates when service fails is an example of how the industry could innovate.

"Public bodies are often criticised for being unimaginative and innovation averse.  We cannot let that happen with Scottish Water."

"Our vision for the future should build on our current strengths.  It should ensure that the water industry makes a major contribution to Scotland's economic growth. It should lead to the unique model we have in Scotland becoming a compelling example throughout the world of how best to deliver water services."
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