《Our Commitment ARTWORK (E).indd-Our commitment to you》.pdfVIP

Our commitment to you PAB 0008 Telephone 0800 052 0145 Did you know that you can pay your bill online? Just go to and use your debit/credit card. Also, there is lots of useful information online including ‘a guide to understanding your bill’ and ‘show me how to…’ videos that you may find useful. Other publications that you might find of interest: Publications and bills are available in alternative formats, including audio cassette/CD, Braille and large print – contact us if this is of interest to you. Telephone 0800 052 0145 Since 2001, Welsh Water has been owned by Glas Cymru – a ‘not for profit’ company. Glas Cymru runs Welsh Water solely for the benefit of customers and unlike other UK water companies, Welsh Water has no shareholders. So instead of paying shareholder dividends we reinvest any financial surpluses in the business to improve service levels for the benefit of our customers. Our top priority is to provide a high quality and reliable service at an affordable price. We are a customer focussed organisation and we try our best to get things right first time, every time. Sometimes things go wrong and when they do we think you are entitled to compensation. Every water company must meet certain standards, but we see these as a bare minimum, and we have improved and added to these standards so that we offer you the best possible customer service. This leaflet explains the standards of service you should receive from us, and the compensation you could receive if we fail to deliver these service standards. You may also find helpful information on our website . Some payments we will make automatically and others you will have to apply for. We explain the differences overleaf, so please check to see which apply to you. Also, there are certain terms and conditions that apply. This means that we won’t make a payment in certain circumstances, e.g. where