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Our Commitments with customers

In Hidraqua we aim to serve our customers. So we've released six commitments that are the result of evolution and our ongoing commitment to improve care and service in all municipalities managed with date of entry into force on October 1, 2014.

Here you can meet each of these commitments and deadlines and compensation in case of default.

# RESPONSIBILITY

Water meter installation in 24 hours.

Our aim is to prioritize the water meter installation, reducing this way the time that the customer is not supplied.

We compromise ourselves to install the water meter within 48 hours once the water supply contract has been celebrated.

Otherwise, the customer will be compensated for €20.00. See general and particular clauses.

# CONFIDENCE

Consumption excess notice.

As managers of a limited resource, our objective is comprehended inside of Policies of Sustainability and Environment, looking after a responsible water usage. Therefore, Hidraqua uses their resources and technologies to inform their customers about anomalous usage which could be originated by deficiencies in internal installations of the properties.

When we detect a higher usage than ordinary usage, we compromise ourselves to communicate it leaving a notice in the post box, or in any case through a message in the belonging invoice.

If you do not receive any information by those ways, you will be compensated for €20.00. See general and particular clausules.

# PROXIMITY

Complaint replies.

This objective is established in Customer Orientation Policies, appreciating our customer’s opinions when the service that they receive does not achieve their expectancies. Giving a reply on time is as important as the quality.

We compromise to give a reply to the complaints in 10 working days as maximum. 

Otherwise, the customer will be compensated for €20.00. See general and particular clauses.

# ACCURACY

Billing accuracy.

The invoices issued by Hidraqua are generated with the maximum accuracy so we consider the water meter readings and the rates currently in force.

In case a mistake attributable to the company, we compromise ourselves to rectify it in 5 working days as maximum, counting from the moment that the mistake has been verified by the company.

Otherwise, the customer will be compensated for €20.00. See general and particular clauses.

# EFFICIENCY

Budgets of water supply and sewage systems.

Our aim is to speed up the communication with our customers, reducing their waiting time since their request.

We compromise ourselves to answer you and give you a budget in maximum 15 natural days counting from the moment that you formalized your water supply request. 

Otherwise, you will be compensated for €20.00.  See general and particular clauses.

# PROFESSIONALISM

Execution of water supply and sewage systems.

Our aim is to prioritize the water connections, reducing this way the time that the customer is not supplied.

We compromise ourselves to execute the water supply connection in maximum 15 natural days counting from the moment that the document and payment processing have been formalized.

Otherwise, you will be compensated for €20.00. See general and particular clauses.

General and particular clauses.