ANGELIAN WATER This leaflet sets out our service pledges, with details on special care and new facilities for customers. We have other leaflets giving you further information on some subjects. Let us know which ones you would like by completing and posting the reply-paid section at the back of this leaflet. We are committed to giving you the best customer service. This means: Being easy to contact We have a freephone number for billing matters and a local charge 24-hour number for any service queries. Keeping appointments For written appointments, we will specify morning or afternoon to suit you (but cannot guarantee a precise time). If we have to change the arrangement, we wilt give you 24 hours1 notice. Answering your letters promptly Within 10 working days for a complaint about water or sewerage services and within 20 working days if you have a billing query. If we can, well get back to you sooner. No-quibble compensation if we get it wrong We will pay £10 compensation if we fail to meet any of our guaranteed standards. We care for every customer but we recognise that there are some who need that bit of extra help. For our elderly or disabled customers we have a range of additional service^ including your bill in Braille, he!p with reading your meter, or special care if for any reason you lose your water supply. If English is not your first language and you need help understanding your bill, Language Line is a confidential telephone service which gives you information in your own language, at no extra cost Ring our freephone number (0800-919155) and ask for Language Line. Please tell us which language you need. Questions 1-6 Do the following statements agree with the information given in the text . In boxes 9-14 on your answer sheet, write TURE if the statement agrees with the information FALSE if the statement contradicts the information NOT GIVEN if there is no information on this