Customer-focused licence condition Guidance Register Version 1.1

Guidance Register: Customer-focused licence condition

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Published

9th April, 2024

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This is a register of guidance supporting Condition G: Principles for Customer Care in water companies' instruments of appointment. The guidance provides examples and expectations of how water companies can meet the principles of customer care. As well as gaining insights from other sources, such as research into customer experience, we may consider compliance with the licence condition with reference to this guidance by assessing how a water company had taken account of the guidance in its activities to comply with this new licence condition. This register also includes supporting information to help water companies consider whether they are complying with the licence