The customer makes a complaint to the company directly and if the company isn’t able to resolve the dispute the matter is referred to CCWater for mediation and/or investigation. All cases must go first to CCWater before moving to the next stage of the process.
If CCWater are unable to settle the dispute, the customer can apply to WATRS for independent adjudication. WATRS receives and reviews the application form and evidence/information provided and sends the application to the company to respond to the application.
Once the complete case file is received, an independent adjudicator makes a final decision based on the available information. The customer can then decide whether to accept or reject the adjudicator’s final decision. If the customer accepts, the company has to do what the adjudicator has said.
The video below explains the WATRS claim process.