The following summarizes the Guaranteed Standards the NWC commits to in its day-to-day dealings with you, subject to specified exceptions. Each standard falls into one of two compensation types:
17 standards
Maximum of ten (10) working days to connect supply and install a meter after the contract is established.
Maximum of forty (40) working days after connection of supply.
NWC must make and keep an appointment at your request, and notify you within a reasonable time beforehand if the appointment can't be kept.
Maximum of five (5) working days to acknowledge a written complaint after receipt.
Maximum of thirty (30) working days from receipt of a complaint to complete the investigation and respond, or provide an update.
Applies where NWC disconnects a supply that has no overdue amount, or where only a disputed amount under investigation by the OUR or NWC is in arrears.
Meter is read the same day if you're moving on a weekday, or within two (2) working days if on a weekend — provided five (5) working days' notice was given. Final bill within fifteen (15) working days of the move, and any credit refunded within forty-five (45) days.
Maximum of thirty (30) working days to install a meter after your request.
Maximum of twenty (20) working days to verify, repair, or replace a meter after a defect is identified or reported.
NWC must give you the date of the change, the reading on the old meter that day, and the serial number of the new meter.
No more than two (2) consecutive estimated bills, where NWC has access to the meter.
Where consumption increases by at least fifty percent (50%), you must be alerted within one billing period.
Maximum of twenty-four (24) hours to restore supply after an overdue amount is paid.
NWC must reconnect a supply that was inadvertently disconnected within eight (8) hours of being notified of the error.
Maximum of thirty (30) working days to process a claim and apply the credit to your account.
An estimated bill should be based on the average of your last three (3) actual meter readings.
Where necessary, your account must be adjusted within three (3) months of the error being identified, or of a faulty meter being replaced.
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