Costumer Consultative Committees
WWRO has
established Customer Consultative Committees (CCC) in 7 regions
where licensed service providers provide their services.
Main responsibilities of CCC include:
- Review of a customer complaint that either has not been responded to by a service provider or in case that a customer is not satisfied with the response of his water or waste service provider;
- Consult with WWRO regarding important
regulatory decision which WWRO shall undertake (tariff
determination, Rules amendments, etc.);
- Give recommendations to WWRO regarding
requirements and complaints reviewed based on collected
facts and conducted investigations;
- Undertake interviews and studies
regarding various issues on customer services (satisfaction
with level of service provided affordability and willingness
to pay, etc.).
CCC handling of complaints
CCCs help consumers resolve complaints that they have been unable to resolve satisfactorily with their water supplier. This service is free.
In dealing with individual consumer complaints CCCs aim to:
- Provide a complaint handling service with simple procedures and clear responsibilities that has the confidence of both consumers and suppliers;
- Resolve complaints promptly in a fair and reasonable way;
- Keep consumers informed about the progress of their complaint and give full reasons for any decisions;
- Tell consumers what further action they can take if they are not satisfied with the way the CCC has handled their complaint
Ensure that consumers are well informed of their rights and the responsibilities of the water and sewerage suppliers regarding their complaint
Complaints for CCC may be sent to:
- The Water and Waste Service Providers, at
their Customer Services office, in special box dedicated for
complaints directed to CCC;
- Address of WWRO: St. Ferat Dragaj 68
Prishtinė;
- Via e-mail: syle.syla@wwro-ks.org
- By phone between the hours of 08:00 - 17:00 on +381(38)249 165 ext. 113