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Consumer involvement in water services regulation

Author

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  • Franceys, Richard W.A.
  • Gerlach, Esther

Abstract

Stakeholder participation may act as a substitute for the missing feedback links between (monopoly) water service providers and consumers. In the urban water sector, progress towards effective engagement with the general public is lagging behind the rhetoric, with even fewer attempts to engage low-income, presently often informal, consumers. This paper argues the case for consumer involvement as an essential part of the regulatory process, not only to enable positive service development, but also as a means to support the legitimacy of young or fragile regulatory agencies. Risks and constraints of different arrangements for involvement are discussed based on an examination of international experiences. Case study findings suggest that there is scope for a more proactive approach under a more inclusive framework for consumer involvement, though the actual choice of mechanism to gauge consumers' interests, for which there are numerous options, appears to be of lesser importance.

Suggested Citation

  • Franceys, Richard W.A. & Gerlach, Esther, 2011. "Consumer involvement in water services regulation," Utilities Policy, Elsevier, vol. 19(2), pages 61-70, June.
    • Handle: RePEc:eee:juipol:v:19:y:2011:i:2:p:61-70
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    References listed on IDEAS

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    4. Quach, Sara & Thaichon, Park & Hewege, Chandana, 2020. "Triadic relationship between customers, service providers and government in a highly regulated industry," Journal of Retailing and Consumer Services, Elsevier, vol. 55(C).
    5. Katarzyna Pietrucha-Urbanik & Janusz R. Rak, 2020. "Consumers’ Perceptions of the Supply of Tap Water in Crisis Situations," Energies, MDPI, vol. 13(14), pages 1-20, July.
    6. Barbara Tchórzewska-Cieślak & Katarzyna Pietrucha-Urbanik & Emilia Kuliczkowska, 2020. "An Approach to Analysing Water Consumers’ Acceptance of Risk-Reduction Costs," Resources, MDPI, vol. 9(11), pages 1-16, November.
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