Significant Breach of Duty and Poor Administration The service provider has failed to fulfill its legal obligation to properly investigate a suspected issue within its water or sewerage system. Despite clear and reasonable evidence provided — including confirmation from two independent builders that the problem is not due to rainwater and is likely related to external pipes or drainage under the company's responsibility — the organization declined to conduct a site inspection or send a qualified engineer. All decisions were made remotely by non-technical personnel without engineering qualifications, relying on a scripted “triage” process that is wholly inadequate for addressing liability in complex drainage issues. This reflects procedural unfairness and a failure to apply reasonable care and expertise. At both customer service and formal complaint stages, the service provider refused to meaningfully engage with the evidence presented, instead shifting responsibility to the customer's insurer. This approach seems to be a deliberate tactic to avoid costs rather than a genuine investigation, resulting in unnecessary distress, delays, and possible property damage. Such actions fall significantly below the standards expected from a regulated utility provider and signify poor administration. Customers who fulfill their payment obligations deserve proper investigation and support, not a blanket refusal based on internal policies.
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