Charter of Commitments

Charter of Commitments

We work daily to guarantee our customers full satisfaction

 

At Aquara, we work daily to improve our service and guarantee our customers’ full satisfaction. As part of this goal of continual improvement, we have adopted these five customer service commitments, and will provide compensation if we fail to meet them, and will provide compensation if we fail to meet them.

  • Responsability

    We install your meter in 24 hours

    "Once the application has been approved, we promise to install the meter at your home or business premises within 24 hours."

    When we supply services to new costumer's home or business in a building supplied using a meter bank, we pledge to install it within 24 hours from the next working day after signing the contract (considering Saturdays and national, regional or local holidays as non-working days).

    If we fail to keep our (bearing in mind the exceptions and requirements), we will automatically pay 6€ in compensation (discounted from the next bill or paid directly into the bank account).


    Requirements:

    • The building must have complete outdoor and indoor connections and also have a properly completed internal drinking water installation, authorised by the water service, in accordance with the regulations of the municipal water services and current legislation.
    • The meter room or cupboard must be accessible to water service personnel using an authorised access key. Excluded from this commitment are cases where the meter cupboard cannot be opened or fails to meet the regulations of the municipal water service and current legislation.
    • Also excluded from this commitment are new supplies in newly installed meter banks.
    • This commitment is only applicable to supply account holders.
  • Efficiency

    We promise to identify abnormal consumption

    "When our meter readers detect excessive consumption in your home, we immediately inform you in person by leaving a note in your letter box, at home, or sending a notification by post. The corresponding bill may also contain a personal message warning of excessive consumption."

    Excessive consumption is defined as:

    • Consumption that is 50% above the average consumptionfor the last six periods and also when the excess isequal to or above 15 m3 per month.  

    If a domestic customer detects excessive consumptionin their latest bill and this has not been identified and reported     by us, te we will automatically pay 6€ in compensation (discounted from the next bill or paid into the bank account).


     

    Requirements:

    • A real reading by the company, rather than estimates or customer readings, is required.
    • All contracts with less than six bill reading periods are excluded from this commitment.
    • This commitment is only applicable to supply account holders.
  • Proximity

    We respond to all complaints within 10 working days

    "We promise to study and answer any commercial claims lodged directly with the company within 10 working days, whatever the reason and whatever the channel."

    If a customer makes a commercial claim(e.g. billed consumption, charges on the bill, meter operation, contract conditions and customer service quality), the company promises to respond within 10 working days.

    If we fail to keep our promise (bearing in mind the exceptions and requirements),we will automatically pay 6€ in compensation (discounted from the next bill or paid directly into the bank account).


    Requirements:

    • Response is understood as the reply given to the customer, not necessarily the resolution of the complaint or claim. The period is counted from the date of registration of the claim in the claim information system (considering Saturdays and national, regional or local holidays as non-working days).
    • The commitment is not applicable to customers who are not up-to-date with payment of their bills at the time of the complaint or claim.
    • This commitment is only applicable to supply account holders.
    • All claims whose nature normally requires a longer resolution period are excluded:

      • Claims through consumer protection offices or other official bodies (including official meter checks).
      • Claims whose resolution requires a new meter and subsequent reading of the newly installed meter to estimate consumption.
      • Claims for damages.
      • Claims relating to water quality.
      • Claims unrelated to supply.
  • Precision

    We promise to take a correct reading from your meter

    "We always try to ensure bills are based on real meter readings. We promise to carry out this reading correctly. If this is not the case and an error is detected in the latest bill, we will recalculate the bill within six working days"

    If the customer notices that the water bill has been calculated with an incorrect reading made by our employees, they should notify us (before the next bill is issued) so we can confirm the error. Our personnel will return to the building to take a new reading, check whether an error has been made and reissue the bill within 6 working days from the meter being accessed by company personnel.

    If we fail to meet this commitment (bearing in mind the exceptions and requirements), the bill will be reissued with the correct reading and we will automatically pay  6€ in compensation (discounted from the issued bill or paid into the bank  account).


    Requirements:

    • This commitment does not include bills calculated with estimates or readings provided by the customer, reading errors due to changes in the internal installations or tampering with meters without the company intervening or being informed, in accordance with the regulations of the municipal water services and current legislation.
    • The reading error will only be compensated when it can be checked by the company meter reader.
    • This commitment is only applicable to supply account holders.
  • Professionalism

    We will immediately carry out commercial transactions

    "We promise to carry out the following transactions immediately when asked of us:
    Changing the supply account holder for homes.
    Updating home addresses for correspondence.
    Updating bank details.
    Issuing duplicate bills."

    When a customer asks us to carry out one of the above transactions (by phone or in person and providing complete, correct data), it will be dealt with and executed immediately. If not, once the company has confirmed that the commitment has not been met, it will pay the customer 6€ in compensation.

    If we fail to keep our promise (bearing in mind the exceptions and requirements), we will automatically provide 6€ in compensation (discounted from the next bill or paid directly into the customer’s account).


    Requirements:

    • This excludes transactions that require an inspection report or additional documentation from the customer.

CLARIFICATION: Aquara adopts these five customer commitments in situations of stability. The commitments will not be considered to have been broken in exceptional circumstances not directly caused by Aquara, such as force majeure or unforeseeable events.