Water Services Industry Act 2006 s 68
s 68 Consumer standards
(1) The Commission may, on its own initiative or upon the recommendation of the Water Forum, prepare or caused to be prepared consumer standards which shall include model procedures for—
(a) reasonably meeting consumer requirements;
(b) the handling of customer complaints and disputes including a mediation process other than a court, and procedures for the compensation of customers in case of a breach of the consumer standards; and
(c) the protection of consumer information.
(2) The matters which the consumer standards may address may include—
(a) the provision of information to consumers regarding services, rates and performance;
(b) service levels and quality of service to be provided to consumers;
(c) the provision of fault repair services;
(d) customer charging, billing, collection and credit practices; and
(e) any other matters of concern to consumers.
Malay text (authoritative)
Standard pengguna
(1) Suruhanjaya boleh, atas inisiatifnya sendiri atau atas syor Forum Air, menyediakan atau menyebabkan supaya disediakan standard pengguna yang hendaklah termasuk tatacara contoh bagi—
(a) memenuhi dengan munasabahnya kehendak pengguna;
(b) menangani aduan dan pertikaian pelanggan termasuk suatu proses pengantaraan selain mahkamah, dan tatacara bagi pampasan pelanggan dalam hal pelanggaran standard pengguna; dan
(c) perlindungan maklumat pengguna.
(2) Perkara-perkara yang boleh ditangani dengan standard pengguna boleh termasuk—
(a) pemberian maklumat kepada pengguna berkenaan dengan perkhidmatan, kadar dan prestasi;
(b) tahap perkhidmatan dan kualiti perkhidmatan yang hendak disediakan untuk pengguna;
(c) pengadaan perkhidmatan pembaikan kerosakan;
(d) amalan pengenaan caj, pengebilan, pengutipan dan kredit pelanggan; dan
(e) apa-apa perkara lain yang berkaitan dengan pengguna.
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Find Act 655 on lom.agc.gov.my ↗
Text as at 1 August 2006 (LOM reprint); amendments made after that date may not be incorporated.
Source: Laws of Malaysia, Attorney General's Chambers of Malaysia (lom.agc.gov.my). Not a copy of the Gazette printed by the Government Printer (Interpretation Acts 1948 and 1967, s 61).
