The objectives include improvements in water quality, environmental performance and customer service.

WICS monitors and reports on Scottish Water’s performance regarding customer service, investment, costs and leakage.

The regulatory framework in Scotland has resulted in Scottish Water becoming significantly more efficient and has helped keep bills low.

This means that all non-household customers (public sector, non-profit and business organisations) are able to choose who provides their services.

[4] WICS is responsible for implementing the framework set out in the Act, including licensing all participants in the market.