The ICG is an independent customer focused stakeholder group that provides scrutiny and challenge, ensuring that the needs of current and future customers and communities are at the heart of how Dŵr Cymru Welsh Water operates. The diverse membership of the ICG reflects a range of DCWW customer perspectives and includes experts in customer research and engagement. Organisations represented within the group include those working on behalf of older people or people in vulnerable circumstances, and environmental organisations.

In October 2022 the name of the group was changed from the Customer Challenge Group to the Independent Challenge Group to reflect the change from an Ofwat-mandated body to a more flexible format.

The Well-being of Future Generations Act provides the strategic framework for the ICG’s work, underpinned by Cynnal Cymru – Sustain Wales as the independent secretariat for the ICG. Independence and transparency are central to the ICG’s role, with a focus on meaningful engagement with customers within Dŵr Cymru Welsh Water’s day-to-day business, to ensure that all commitments are based on evidence gathered from customers, citizens and communities.

Cynnal Cymru’s secretariat service includes:

• Organising and minuting meetings
• Managing online platforms including section of this website
• Report writing and formatting
• Any other secretarial or organisational service required by the client.