Regulation 12 Customer notification condition for relevant undertakers

(1)

This regulation sets out the customer notification condition for the purposes of regulation 11(3)(a).

(2)

The customer notification condition is a condition requiring the relevant undertaker to take reasonable steps to notify each affected customer of its intention to withdraw from the non-household retail market.

(3)

The notice must—

(a)

explain in general terms what is happening to the supply of water or the provision of sewerage services to the customer’s premises and why;

(b)

give an overview of the terms and conditions that will apply in relation to the customer following the exit date and how to obtain further information;

(c)

give the name and contact details of the acquiring licensee in relation to the customer’s premises;

(d)

explain the effect of regulation 17 on any outstanding complaints against the relevant undertaker;

(e)

give the customer information about how to switch supplier and where to find information about other potential suppliers.

(4)

The notice must be given—

(a)

in the case of a person who is a customer immediately before the Secretary of State grants permission for the relevant undertaker to withdraw from the non-household retail market, at least 2 months before the exit date;

(b)

in the case of a person who becomes a customer after the Secretary of State grants permission, as soon as possible.