For costumers
The primary purpose of the economic regulation is that in terms of monopoly services in what is the public water and wastewater services, the customer’s interests to be protected from potential abuse.
Customizing customer services is important to ensure that Service Providers are responsive to customers and have an approach that focuses on customers in terms of monopoly services.
The level of services that service providers are required to meet on the occasion of providing water and wastewater sercvices is set out in the Rule on Minimum Standards for the Service of Water Providers in Kosovo,
Mutual rights and obligations of customers and Service Providers in relation to the services provided are defined by the Customerss’ Charter which is a general statement that all service providers licensed by the WSRA have issued pursuant to the Rule on Customers’ Charter for Service Providers in Kosovo. In more detail, the rights and obligations of the customers are defined by the Service Contract that must be signed by the Service Providers with all its customers.
Consumer Complaints Commission
The Commission is established by the Authority in accordance with Article 5 of Regulation No. 09/2019 on Customer Complaints and acts as a body within the Department of Legal Affairs and Licensing to resolve customer complaints and it is the final body in the administrative procedure. The Commission is professional and independent in dealing with complaints and it’s decision-making.
Customer Complaints
The right to complaint
The right to submit a complaint in the Commission of Water Regulatory Services Authority has any customer who claims that his rights have been violated by the service provider by acting, inaction or mismanagement while offering services.
The complaint may be submitted within thirty (30) days from the day when the party has been notified with the act by the service provider.
The complaint cannot be accepted if submitted later than six (6) months from the issuance of the administrative act by the commission of first instance.
If the customer has submitted a complaint and the service provider has not taken any action, the complaint may be submitted to the Commission of Water Services Regulatory Authority, but not earlier than seven (7) days and no later than two (2) months after the expiration of the deadline for notification of the administrative act.
Submission of Complaint
The complainant may submit a complaint to the Authority’s Commission as following:
1 Delivering complain personally or by his authorized representative;
2 Via regular or certified mail services;
3 The compliant must fulfill the complaint template, found on the Water Service Regulatory Authority’s web site or contain all the information required by this template.