Charter of Commitments

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We guarantee our customers' full
satisfaction

 

At Aguas de Murcia, we work daily to improve our service and guarantee our customers’ full satisfaction. Our efforts to ensure continuous improvement have led us to adopt five customer service commitments.

 

  • 1. Install the meter within 48 hours of formalizing the contract.

    If this commitment is met for reasons attributable to the company, it will pay the customer fifteen euros (€15) in compensation.

    Specific conditions:

    • This commitment is applicable to customers with new accounts in new buildings with a meter in a meter bank who have provided the necessary documentation for the type of contract with their application. Response is understood as the reply given to the customer, not necessarily the resolution of the complaint or claim.
    • All meters installed within 48 hours from the first working day after the contract is signed are considered on schedule.
    • For the purpose of meter installation, all Saturdays and Sundays as well as national, autonomous community, and local holidays are considered public holidays or non-working days.
    • If the established deadline is not met due to an appointment that has not been kept, whether the company or customer is responsible for the non-compliance will have to be determined to establish the right to compensation.
    • If the customer detects a delay in installing the meter, bearing in mind all previous considerations, they must lodge a complaint with the company expressing their discontent with the installation period. This will then be checked and, if verified, the customer will receive fifteen euros (€15) in compensation.
    • A compensation will be discounted from the customer's next bill or paid into their account.
    • This commitment is only applicable to supply account holders.

  • 2. Respond to complaints and claims in no more than ten working days.

    If this commitment is met for reasons attributable to the company, it will pay the customer fifteen euros (€15) in compensation.

    Specific conditions:

    • In regard to response times, all Saturdays and Sundays as well as national, autonomous community, and local holidays are considered public holidays or non-working days.
    • Response is understood as the reply given to the customer, not necessarily the resolution of the complaint or claim.
    • 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.
    • When Aguas de Murcia determines that this commitment has not been met, the affected customer will be informed in writing and receive fifteen euros (€15) in compensation.
    • A compensation will be discounted from the customer's next bill or paid into their account.

  • 3. Correct faulty readings within six working days.

    If this commitment is met for reasons attributable to the company, it will pay the customer fifteen euros (€15) in compensation.

    Specific conditions:

    • If the customer detects that the bill has been calculated from an inaccurate reading taken by authorised Aguas de Murcia personnel, they should report it by lodging a complaint to the company, who will then check the error. Our personnel will go to the supply point and take a new reading, check the error and correct the issued bill, if required.
    • The period of six working days will be counted from the moment Aguas de Murcia staff access the meter again.
    • The notification should be lodged with Aguas de Murcia before the next bill.

    • This commitment does not cover bills calculated using:

      • Estimated readings.
      • Readings provided by the customer.
      • Supply points in which interior installations have been changed or meters handled without the involvement of Aguas de Murcia.
    • Bearing in mind the above considerations, once the reading error has been checked and verified, Aguas de Murcia will refund and recalculate the bill with the correct reading and pay the customer fifteen euros (€15) in compensation.
    • A compensation will be discounted from the customer's next bill or paid into their account.
    • This commitment is only applicable to supply account holders.

  • 4. Inform customers immediately or by invoice of excessive consumption verified by our operators.

    If this commitment is met for reasons attributable to the company, it will pay the customer fifteen euros (€15) in compensation.

    Specific conditions:

    • Consumption is considered excessive when it exceeds the amounts shown in the following table:
    Average consumption in m3 Max. percentage. Excessive consumption limit in m3
    0 8 *** ** 25
    9 11 300% 27 33
    12 17 250% 30 43
    18 25 225% 41 56
    26 50 180% 47 90
    51 100 170% 87 170
    101 500 155% 157 775
    501 1,000 150% 752 1,500
    1,001 3,000 140% 1,401 4,200
    3,001 5,000 130% 3,901 6,500
    5,001 10,000 125% 6,251 12,500
    10,001 ****** 120% 12,001 ******

    Where the threshold over which consumption is considered excessive is calculated from the same period as the previous year and from the average consumption for the six previous readings without incident and over 25 m3:

    • All contracts with less than six bill reading periods are excluded from this commitment.
    • When a domestic customer with excessive consumption in the last bill, verified by our meter reading service, detects that Aguas de Murcia did not report the excess in person, in a letter to their home, a note in their letter box or a message in their bill, they should express their discontent by lodging a complaint with the company, bearing in mind all the aforementioned considerations. Aguas de Murcia will then carry out the necessary checks and if it finds it failed to give notice of excessive consumption, the customer will receive fifteen euros (€15) in compensation.
    • A compensation will be discounted from the customer's next bill or paid into their account.
    • This commitment is only applicable to supply account holders.

5. Carry out the following commercial operations immediately.

In the following cases:

  • Changing the supply account holder for a home.
  • Changes of address for correspondence.
  • Changes to bank details.
  • Issuing duplicate bills.

If this commitment is met for reasons attributable to the company, it will pay the customer fifteen euros (€15) in compensation.

Specific conditions:

  • The time taken from first attending the customer at the desk until the end of the transaction is considered immediate.
  • This commitment includes the aforementioned commercial transaction requests that meet the following requirements:
    • The data provided by the customer are complete and correct.
    • They are performed in person during the service hours established by the company.
  • This excludes transactions that require an inspection report or additional documentation from the customer.
  • If the customer finds that the commitment has not been met and has lodged a complaint with the company, considering all the aforementioned conditions, Aguas de Murcia will make the necessary checks. Once the failure to meet this commitment has been verified, the customer will automatically be paid fifteen euros (€15) in compensation.
  • A compensation will be discounted from the customer's next bill or paid into their account.
  • This commitment is only applicable to supply account holders.
Aguas de Murcia has made these five commitments to customer service in situations of stability. The commitments will not be considered to have been broken in exceptional circumstances not directly caused by Aguas de Murcia, such as force majeure or unforeseeable events