Part 1Water Industry Commissioner and Customer Panels
3Functions of the Commissioner
1
The Commissioner must investigate any complaint made to the Commissioner or a Customer Panel by a current, potential or former customer of Scottish Water as respects any of its core functions.
2
A Customer Panel must refer to the Commissioner any such complaint which is made to it.
3
The Commissioner need not investigate a complaint under subsection (1) if—
a
the complainer has not pursued the complaint with Scottish Water, or
b
it appears to the Commissioner that the complaint is vexatious or frivolous.
4
The Commissioner may, on behalf of the complainer in a complaint investigated under subsection (1), make representations to Scottish Water about any matter—
a
to which the complaint relates, or
b
which appears to the Commissioner to be relevant to the subject matter of the complaint.
5
Where the Commissioner investigates a complaint referred by a Customer Panel under subsection (2), or decides not to investigate such a complaint, the Commissioner must send to the Panel a report of the investigation or, as the case may be, a statement of the reasons for not investigating the complaint.
6
The Commissioner is to advise the Scottish Ministers on any matter which appears to the Commissioner or to them to relate to—
a
the standard of service provided by Scottish Water to its customers, or
b
the manner in which it conducts its relations with its customers or potential or former customers,
in the exercise of its core functions.
7
The Commissioner has power to do anything which is calculated to facilitate, or is incidental or conducive to, the exercise of the Commissioner’s functions.