When we supply newly contracted services to your 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 promise (bearing in mind the exceptions and requirements), we will automatically provide €6 in compensation (discounted from the next bill or paid directly into your 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.

We promise to identify abnormal consumption

Excessive consumption is defined as:

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

If you detect excessive consumption in your latest bill and this has not been identified and reported by us, we will automatically pay €6 in compensation (discounted from the next bill or paid into your 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.

We respond to all complaints within 10 working days.

If you make 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 provide €6 in compensation (discounted from the next bill or paid directly into your 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 claims 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.

We promise to take a correct reading from your meter

If you notice that the water bill has been calculated with an incorrect reading made by our employees, you 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 your 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.

When you ask us to carry out one of the above transactions (by phone or in person and always providing complete, correct data), it will be dealt with and executed immediately.

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 your account).

Requirements:

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