Ofwat’s decision to soften rules on customer challenge groups has “enabled companies that want to limit scrutiny to do so”. Research commissioned for the water sector’s consumer watchdog CCW reveals some companies failed to properly engage with their independent customer groups (ICGs) during the development of their PR24 business plans, with others “cut out” completely. It concludes that that lack of engagement with ICGs was a direct consequence of Ofwat’s decision to remove the mandate for customer challenge groups.
Ofwat has ‘enabled companies to limit scrutiny’
