Edition 1505
15 December 2018
Edition: 1505

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Rise in customer complaints to water regulator ‘driven by online tool’

by TPN/Lusa, in News · 01-03-2018 13:16:00 · 0 Comments

Portugal’s regulator for water and sanitation services, the ERSAR, received 5,000 complaints last year, 1,000 more than the previous year, above all on meter readings, billing and charges for water.

In a statement released on Tuesday, the ERSAR says that the introduction of the entity’s online complaints book in July may have contributed to the increase, since it “simplifies the sending of complaints.”
The new platform received 720 complaints, while a further 855 arrived by post or via the ERSAR’s website, and 3,431 were received via the physical complaints book made available by service providers. “Questions relating to meter readings, billing and charging accounted for more than half the complaints received (2,711)”, representing 54 percent of the total, ERSAR notes.
Water quality continues to be one of the least contested aspects, with just 73 complaints last year, or 1 percent of the overall total. That, the ERSAR said, is thanks to good performance by service providers with regard to quality control and the communication of results.
Service quality prompted 17 percent of complaints and customer service 10 percent of the total.

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Edition 1505
15 December 2018
Edition: 1505

Read this week's issue online exactly as it appears in print.

Twitter

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