We are committed to a management and customer service model for water services that puts people at the centre of our activity. We undertake to provide agile, personalised and inclusive customer service, focused on ensuring that all customers, without exception, can access our services, and receive first-hand, relevant information about their service.
Omnichannel support to manage your water supply services
We offer omnichannel support for water services that adapts to you.
- The website with its client area.
- Website with virtual assistant chatbot.
- Telephone support.
- Video call.
- WhatsApp.
- Offices offering prior appointments.
- Personalised messages about the service and consumption.
Thanks to these channels, you can manage your water services online or by phone, from the comfort of home and at the time that works for you. Our goal is to make any procedure related to your water supply easier, wherever you are.
Accessible and barrier-free customer service
We are working to eliminate any difficulties in accessing the service.
- Communication barriers: multilingual support.
- Barriers related to digitalisation: in addition to making it possible to carry out procedures at our offices by appointment, by phone or video call, we offer the option of carrying out procedures on behalf of other people.
- For barriers related to hearing disabilities: besides using WhatsApp, we have made a sign language service available to those customers who may need it, both at our offices and via video call.
This is how we promote inclusive customer service for water services, where everyone can communicate and resolve their needs without limitations.
People in situations of economic vulnerability
The goal is to ensure that all those who may require any of the available aid are aware of it and can request it quickly and easily.
- Payment of the water bill in instalments with the same amount each month (Flat rate “12 Drops”).
- Deferral and instalment payment of debt without interest.
- Social tariffs or funds.
Recognition for excellence in customer service
Our commitment to quality was recognised with the “Customer Service of the Year” award from Sotto Tempo.
This recognition is based on a rigorous assessment that analyses:
- Customer satisfaction.
- Response times.
- Service quality.
- Relational customer care.
A reflection of our goal: to offer the best customer service, focused on people and their real needs.