Preparing Your Consumer Confidence Report: What Every Utility Should Know
Consumer Confidence Reports (CCRs) are water quality reports that, in accordance with new federal regulations, must be completed by drinking water utilities every year beginning in October 1999. While this new requirement is feared and despised by some utilities, it presents an opportunity to communicate and build relationships with utility customers. Studies indicate that utilities that communicate with their customers frequently and openly are perceived by customers to be better public health and welfare protectors, even when they have noncompliance issues. This paper will describe the requirements for CCRs, the components of the reports, and utilities' options for customizing the reports to meet their customers' needs and optimize this relationship-building opportunity.