Each water undertaker shall establish a procedure for dealing with complaints made by its customers or potential customers in connection with the supply of water.
No such procedure shall be established, and no modification of such a procedure shall be made, unless—
The water undertaker shall—
The Authority may give a direction to a water undertaker requiring the undertaker to review its procedure or the manner in which the procedure operates.
A direction under subsection (4) above—
Where the Authority receives a report under subsection (5)(b) above, it may, after consulting the water undertaker, direct the undertaker to make such modifications of—
as may be specified in the direction.
Subsection (2) above does not apply to any modification made in compliance with a direction under subsection (6) above.
The duty of a water undertaker to comply with subsection (1) above and with any direction given to it under subsection (4) or (6) above shall be enforceable by the Authority under section 18 above.
Where the Authority is considering whether to exercise its powers under subsection (4) or (6) above in relation to a water undertaker, it shall be the duty of that undertaker to give it such information as it may reasonably require for the purpose of assisting it in coming to a decision.
Section 202 below shall have effect, with the necessary modifications, in relation to information which the Authority requires for that purpose as it has effect in relation to information which the Secretary of State requires for purposes mentioned in subsection (1) of that section.