Dŵr Cymru Welsh Water this week became the latest organisation to date to adopt the Keep Me Posted campaign’s ‘Right to Choose’ pledge, a move that will strengthen the choice of its customers in how they are communicated with by the company.
With three million customers in Wales, Dŵr Cymru Welsh Water has the largest customer base of the adopters so far, taking the number of consumers protected by the Keep Me Posted pledge to more than six million.
Adopting the Keep Me Posted pledge gives Dŵr Cymru Welsh Water customers the confidence that they will continue to have the choice of how they receive their bills and statements, without penalty.
Welsh organisations are leading the way for customer choice. Two of the three companies which have so far adopted the pledge are based in Wales, with Principality Building Society joining earlier this year. In addition, Wales-based National Parks UK are supporters of the campaign, alongside older people’s representatives Age Cymru, Welsh Senate for Older People and Pensioners Forum Wales. Care and Repair Cymru and Community Housing Group Cymru are also on board.
Almost a third of Welsh AMs have signed a statement of opinion to express their support for Keep Me Posted, including Rebecca Evans AM, Assembly Member for Mid and West Wales, who said, “I am delighted to see that Wales is leading the way in protecting consumer choice, with Dŵr Cymru Welsh Water joining Principality Building Society in a commitment that guarantees their customers will be able to receive vital information about their services in the way that they choose.”
Judith Donovan CBE, Chair, of the Keep Me Posted campaign, says,
“Many utility companies have already made a distinct shift away from monthly paper billing and towards a preference for online services. There is no doubt that many businesses, in their drive for greater efficiency and cost savings, have forgotten to take their customers with them on that journey. Not all consumers are currently ready, willing or even able to communicate with companies solely through digital means.
“That is why I’m delighted that Dŵr Cymru Welsh Water has recognised Keep Me Posted’s commitment to keeping consumer choice by signing up to our pledge – a concrete demonstration that they value their customers. We hope that other parts of the UK will follow the lead of Wales and become supporters of the Keep Me Posted campaign.”
The pledge includes clauses such as “refraining from penalising in any way, any customer for preferring to receive information through paper correspondence” and “make available to customers easy mechanisms whereby a customer who has chosen not to receive paper correspondence can opt back in without penalty”.
Julia Cherrett, Director, Dŵr Cymru Customer Services, said: “We are delighted to be supporting the Keep Me Posted initiative. We believe it is important that our customers have the right to choose in what format they would like to receive their bill, information or advice from us.
“Although we are looking to introduce online billing later this year, customers will have the choice whether they would like to sign up for an account or continue to get a free paper bill.”
And Rebecca Evans AM adds, “The Keep Me Posted campaign seeks to ensure that customers do not face a financial penalty as a result of choosing to receive paper bills or statement – and that is important given what we know about many of the people who require paper correspondence doing so against a backdrop of deprivation. It is vital that they are able to keep their access to paper bills, without being charged for the ‘privilege’, which both Dŵr Cymru and Principality have undertaken to do.
“I am pleased that Wales continues to lead the way in offering choice to consumers.”
