The Water Industry Commission for Scotland (WICS) has published its decision following an investigation into Water Plus Limited (Water Plus). A summary of the decision is available here: Water Plus Limited: Investigation | WICS
The investigation forms part of WICS’ ongoing programme of proactively monitoring market activity to protect business customers and ensure the non‑household retail market in Scotland continues to operate fairly and effectively.
WICS’ investigation found that Water Plus had been in breach of several Standard Licence Conditions (SLCs) relating to transfer meter reads, default standards payments, the early termination of fixed‑term contracts, and the required duration of the cooling‑off period as stipulated by the Code of Practice.
Following a detailed review of the facts of the case and the information submitted by Water Plus, WICS concluded that the breaches were trivial in nature and were the result of administrative errors and delays in updating policies or procedures. The investigation did not find evidence of systemic non-compliance or behaviours intended to circumvent market rules or secure an unfair competitive advantage.
Throughout the investigation, Water Plus acted openly and constructively, providing detailed information in a timely manner. Water Plus has already taken steps to return to full compliance, including proposing appropriate redress for affected customers.
Given the trivial nature of the breaches, the small number of customers impacted, the timely manner of corrective actions taken, and the agreed redress for affected customers, WICS decided not to take formal enforcement action in this case.
WICS will continue to adopt a proactive and proportionate approach to investigating instances of non-compliance, including through targeted investigations and its wider Market Health Check programme of work, to protect customers and support the effective operation of the market.
Mark Cassidy, WICS’ Director of Markets, said:
“Our role is to protect business customers and ensure the retail market operates fairly and effectively. Water Plus engaged openly with our investigation and took prompt steps to address the issues identified. The breaches only affected a small number of customers over a limited timeframe, were administrative in nature and did not indicate systemic non‑compliance or an attempt to gain an unfair competitive advantage.
“Given the limited impact of the breach, the cooperation shown and the redress proposed for affected customers, we consider it appropriate and proportionate to conclude the matter without enforcement action. We will continue to intervene where necessary to uphold market integrity and protect customers’ interests.”
Tony McHardy, Managing Director at Water Plus, said:
“We welcome the Commission’s acknowledgement that the matters highlighted were trivial and isolated in nature, impacting a small number of Scottish customers and that Water Plus has acted promptly and proactively to ensure all issues impacting the small number of customers were resolved.
We have updated our processes to address the limited instances, and WICS have confirmed there are no further actions for us to take. We continually review customer journeys and processes to introduce enhancements for our customers.”
ENDS
Notes for editors
- A summary of WICS’ investigation into Water Plus is available at: Water Plus Limited: Investigation | WICS
- WICS is the economic regulator of the Scottish water industry. It regulates Scottish Water and oversees the competitive non‑household retail market. WICS licenses retailers and ensures compliance with licence conditions.
- WICS’ role in the retail market includes promoting the interest of (current and future) customers, monitoring and enforcing compliance, improving the effectiveness of the market, and undertaking periodic Market Health Checks.
- For further information contact press@wics.scot