Decision-Making Principles

Guiding principles 

WATRS is guided at all times by the following core principles: 

  • Independence
  • Fairness
  • Impartiality
  • Openness
  • Transparency
  • Effectiveness
  • Accessibility
  • Consistency
  • Measured performance
  • Accountability 

Decision guidelines 

In order to achieve a fair and reasonable outcome for both parties to a dispute, WATRS adheres to the following principles: 

  • Both the consumer and the company will be treated fairly and proportionately to ensure that neither party is unduly disadvantaged.
  • Adjudicators are independent and will at all times act objectively, promoting neither the position of the consumer nor that of the company.
  • Adjudicators will consider all the evidence presented by the parties, the specific circumstances of the case, and any other information directly relevant to the dispute.
  • Adjudicators shall consider whether it is fair and reasonable to request further information or evidence from either party to a dispute.
  • Equal consideration will be given to the word of the consumer and the word of the company.
  • Adjudicators will consider all relevant law, the company’s terms and conditions, the Guaranteed Standards Scheme (GSS) and any other relevant policy document.
  • Full reasons for any decision will always be provided.