The same day Ms M rang to report sewage flooding under her house and
decking, the water company sent a clearance crew out. It sent another crew 9 days later, when the
problem wasn't resolved.
When closed circuit television (CCTV) footage of the house connection branch was viewed, it
showed damage to Ms M's boundary trap - which could cause further blockages. she was told she'd
need to contact an independent plumber to arrange its repair. Ms M disputed this.
As part of our investigation, we arranged an on-site meeting attended by the water company and
the customer, as well as EWOV - and another CCTV inspection. this led to a better understanding
of the issues all round and agreement that Ms M was indeed responsible for the repairs.
In recognition of the delay before the second crew visit, the water company sent Ms M a cheque
for $250. It provided her with contact details for independent plumbers - it also offered to
discuss the footage from the two CCTV inspections with the plumber she chose. Ms M was satisfied
with this outcome.
Often, an on-site meeting of the parties - independently facilitated - can quickly
resolve difficult issues which may otherwise escalate further.