Where the contract provides for the water services provider to provide services directly to consumers, a contract must—
| (a) | require a water services provider to prepare and publish a consumer charter that at least— |
| (i) | fulfils the requirements for conditions for provision of water services as contemplated in section 4 of the Act; |
| (ii) | provides a system for dealing with consumers’ complaints; |
| (iii) | sets out a consumer’s right to redress; and |
| (b) | provide for procedures to enable consumers in the contract area to participate in the preparation of the consumer charter, and must for that purpose provide for— |
| (i) | public meetings and hearings that take into account the language preferences and usage in the contract area; and |
| (ii) | the receipt, processing and consideration of comments and other inputs on the proposed charter by consumers. |
