Customer Commitments

All companies Members of Veolia Group wish to fully satisfy requirements of its customers and launch on 1st October 2009 a unique project in water services in the Czech Republic called Customer Services Commitments.

We want the services we offer to be of the highest quality possible. And that means being available at all times, making every effort to provide our customers with information, and supporting them whenever necessary.

We hope that our Commitments will help to strengthen your trust in us, because trust is the basis of our relationship.

 

More efficiency and availability

  • We will provide you with quick, easy acces to water and wastewater treatement services.

If you already have a water meter, your water supply is turned on no later than one working day after you register with us.

If you need to be connected to the water or wastewater networks, as soon as we receive your request, an estimate will be sent to you within 5 working days of receiving your project documentation.

The work is carried out at a date agreed with you if you want to be present.

If you do not wish to be present, the work is carried out no later than 15 working days after receiving the go-ahead from the necessary authorities.

  • We will offer you a specified timeframe for appointments and adhere to it.

In case of an individual appointment, when your presence is required, we always specify a two-hour slot with you to choosethe slot that best suits you.

  • We adapt the availability of our services to meet your needs.

Telefonická zákaznická linka je Vám k dispozici 24h denně a 7 dní v týdnu. Zákaznická centra jsou otevřena od pondělí do pátku. V případě, že je vaše zákaznické centrum některý všední den uzavřeno, můžete si domluvit schůzku přímo na konkrétní hodinu.

  • We are available 24/7 to intervene in the event of technical emergency.

We want to reassure customers of our ability to handle urgent requests at any time of day and to respond within the shortest possible time. We inform them about the measures taken to remedy the situation within a specified timeframe, under or equal to 2 hours.

Clearer, more practical information

  • We inform our consumers in the event of an interruption in the water supply or wastewater network.

In the event of planned water outage, we provide our customers with sufficient notice at least 15 days in advance.

In case of technical emergency, we inform you by sending the information directly to your mobile phone in SMS message.**

** Technical emergency information is send to all touched consumers registered in the system. The internet registration is offered free of charge on http://www.voda-info.cz. The consumer can register via call centre (phone 840 111 111 - 112) as well or by sending an SMS message „VEOLIA" to the number 720 001 112.

  • We respond to all question regarding water, wastewater discharge, water quality and billing.

We respond by telephone immediately.

We respond within 24 business hours to requests by email.

We respond to inquiries by post within 8 business days following receipt.

  • We are listening to our customers and we monitor their satisfaction. We make the results of satisfaction surveys available to all customers.

Every year we carry out the satisfaction survey of our customers and we publish the results in media, on internet, in our customer centres or in our customer journal „Water for you".

Helping you when you need it most

  • We support customers facing financial difficulties to avoid cutting off their water supply or wastewater treatment.

If a customer is facing serious financial difficulties, our services suggest an individual solution to help him avoid having his water supply cut off.We exceptionally offer the possibility of spreading out the payment of the bill (payment by instalments).

  • We inform customers in the event of unusual water consumption.

During the regular billing we compare the customer average consumption with his actual one. If the unusual water consumption is detected by our agent we alert him by message in the personal invoice.

  • We raise the awareness of our customers about water consumption and environmental issues.

We organise special education and information campaign for schools as well as for general public and help our customers assume their responsibilities and learn more about sensible water use and water resources protection.

The Veolia Water guarantee on meeting „Deadlines"

We will give you a practical present if we do not meet our published deadlines.

You will find the complete version of Customer Commitments including all deadlines in Customer Brochure „Water +" in our Customer Centres. All Customer Commitments become effective on 1 October 2009.

Veolia Water Companies where you can apply the above mentionned Customer Commitments:

Pražské vodovody a kanalizace, a.s.; Severočeské vodovody a kanalizace, a.s.; VODÁRNA PLZEŇ a.s.; Středočeské vodárny, a.s.; 1. SčV, a.s.; Královéhradecká provozní, a.s.; MORAVSKÁ VODÁRENSKÁ, a.s.; Česká voda - Czech Water, a.s.