WSAA is proud to present our Customer Support Better Practice Framework.
This principle-based framework is designed to help water utilities assess and improve their practices when it comes to supporting customers in financial difficulty. Based on research from the Thriving Communities Partnership and aligned with the ESC’s “Getting to Fair” strategy we hope it will:
- Raise awareness of what better practice looks like for a customer support program.
- Provide guidance on what a water business can do to improve their approach for customers who may be struggling
- Provide consistency around common definitions as well as consistent measurement and reporting of performance
We recognise that our understanding is evolving and this framework will continue to expand and develop. We encourage not just water utilities but other sectors to be involved in improving the framework over time.
The Customer Support Better Practice Framework is available here, including a spreadsheet template for self-assessment, and hints and tips in Appendix 2 to help utilities to assess themselves against the framework.
For more information contact Eve Rodriges.
25 Aug 2021
