If on reading your meter, we find that your consumption is higher than the expected limit, we will let you know immediately or through your bill.

Description

When our meter readers detect excessive consumption in your home, we immediately inform you in person by leaving a note in your letterbox, sending a notification by post, or the corresponding bill will contain a personal message informing you of the excessive consumption. Customers will always be advised by one of these channels.

Application

If domestic customers detect excessive consumption in their latest bill and they have not been advised in person through a letter sent to the home, a note in the letterbox, or on the water bill, they should let us know so that we can check why an excessive consumption notice has not been sent.

• We only identify excessive consumption when the bill has been calculated using a real reading by Aquanex, rather than estimates or customer readings.
• Consumption is defined as ‘excessive’ considering the average consumption and the consumption corresponding to the same period of the previous year. Excessive consumption is that which is five times higher than in the same period of the previous year. In any case, excessive consumption will be above 120 cubic metres per bimester.
• All contracts with less than four bill reading periods are excluded from this commitment.

If the customer detects excessive consumption taking into all the aforementioned considerations, Aquanex will check the data. If the company finds excessive consumption that has not been communicated either through the bill or a letter to the home address, the customer will receive €10 in compensation.

If Aquanex finds that this commitment has been broken, the company will inform the affected customer in writing. As compensation, €10 will be discounted from the customer's next bill.

We promise to take a correct reading from your meter. If we make an error, we will correct it within 10 days.

Description

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 you find an error in the meter reading on your last bill, let us know. Once the error has been confirmed, we will resend the bill within ten working days.

Application

• If a customer finds that their water bill has been calculated with an incorrect meter reading by Aquanex, let us know so that we can check the error.
• Our staff will return to your premises to take a new reading, check that an error exists, and revise the bill that was issued.
• The deadline of 10 working days will be counted from the moment Aquanex staff access the meter.
• Aquanex should inform the customer of the potential reading error before the bill for the next period is issued.
• This commitment does not cover bills calculated using estimated readings or readings provided by the customer.
• This commitment does not include reading errors due to changes in the interior installations or handing of the meters without the involvement of Aquanex and without informing the company.
• The reading error will only be compensated when it can be checked by the Aquanex meter reader/inspector

When Aquanex finds that this commitment has been broken, this fact will be communicated in writing to the affected customer. As compensation, €10 will be discounted from the customer's next bill.

We will immediately carry out the following commercial transactions: Changing the supply account holder for homes. Updating the home address for correspondence. Updating bank details. Issuing duplicate bills.

Description

We promise to carry out the following transactions immediately when asked of us: Changing the supply account holder for homes, updating data (correspondence address and bank details), and issuing duplicate bills.

Application

When a customer asks us to carry out one of the above transactions, it will be dealt with and executed immediately. If not, once Aquanex has confirmed that the commitment has not been met, it will pay the customer €10 in compensation.

• The following transactions are considered to be included in this commitment: Changing the supply account holder for homes, updating data (correspondence address and bank details), and issuing duplicate bills.
• This commitment only includes transactions in which the data and documents provided by the customer are complete and correct.

If this commitment is not met, considering all the aforementioned conditions, Aquanex will make the appropriate checks. Once non-compliance has been verified, it will automatically provide €10 compensation for the customer.

When Aquanex finds that this commitment has been broken, this fact will be communicated in writing to the affected customer. As compensation, €10 will be discounted from the customer's next bill.

We respond to all complaints within 10 working days.

Description

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.

Application

If a customer makes a commercial complaint, Hidralia promises to respond within 10 days. Commercial complaints are defined as those relating to: consumption billed, charges on the bill, functioning of the meter, contractual conditions, and customer service quality.

The reception of a claim or complaint will be counted from the date it is entered into Aquanex's IT system for claims. The date of response to the claim or complaint will be the response date entered in the same IT system.

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.

All claims whose nature normally requires a longer resolution period are excluded, such as:

• Complaints or claims made through consumer bureaus or other official bodies (including official meter checks requested through the Government of Andalusia).
• 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.

In regard to response times, all Saturdays, as well as national, autonomous community, and local holidays are considered public holidays or non-working days.

If this commitment is not met, considering all exceptions previously mentioned, the customer does not need to make any claim as we will automatically provide €10 compensation.

When Aquanex finds that this commitment has been broken, this fact will be communicated in writing to the affected customer. As compensation, €10 will be discounted from the customer's next bill.

We will install your meter within 3 days.

Description

Once your contract has been formalised, we will install the meter in your dwelling or premises within 3 working days..

Application

When the customer requests a water connection in a dwelling or premises in a building supplied via a meter bank, we will install a new meter within 3 working days.

• All meters installed within 3 working days from the first working day after the contract is signed are considered on schedule.
• For the purpose of meter installation, all Saturdays, as well as national, autonomous community, and local holidays are considered public holidays or non-working days.
• 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 addition, 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 Andalusia's regulations on household water supply services and current legislation.

If this commitment is not met, considering all exceptions previously mentioned, the customer does not need to make any claim as we will automatically provide €10 compensation.

When Aquanex determines that this commitment has not been met, the affected customer will be informed in writing. As compensation, €10 will be discounted from the customer's next bill.