By adopting the ‘Right to Choose’ pledge, campaigners said that Welsh Water’s three million customers would have more of a choice on how they communicated with their water company.
Six million consumers are now involved in the “Keep Me Posted” campaign, which aims to give customers choice on how they receive their bills and statements without a penalty.
Welsh Water is the company with the largest customer base to adopt the scheme.
Rebecca Evans, Assembly Member for Mid and West Wales, said: “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.”
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 of customer services at Welsh Water said: “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.”