Regulation of Communications with Customers in the Water Sector
ERSAR Regulation 446/2024 establishes obligations for water suppliers and associated services, guaranteeing the quality of service to end users.
Management Entities' Principles and Obligations
Management entities must comply with essential principles, including:
- Quality Assurance and Continuity: Uninterrupted supply of drinking water in adequate quantity.
- Transparency in Information: Clear disclosure on water quality, scheduled interruptions and tariffs.
- Customer Service: Offer different means of customer serviceto facilitate user communication.
- Accurate invoicing: Correct sending of invoices and notices relating to meters and service interruptions.
Compensation for non-compliance
In the event of failure to comply with the rules, users are entitled to automatic compensation, such as:
- Interruption of Service without warning or beyond the legal deadlines.
- Delays in resolving complaints, subject to fines.
- Lack of water quality, with compensation for delays in correcting the problem.
Unicks Solutions for Regulatory Compliance
Unicks offers solutions to optimize the communications of management entities, helping them to meet the requirements of the regulation:
- Simplified Template Editing: With Template Designer, entities can quickly create and customize communications, adjusting them according to user feedback and regulatory requirements.
- Contact Certification: Unicks checks emails and cell phone numbers, ensuring that notifications reach users via the most effective channels.
- Multichannel Production and Distribution: The platform allows invoices and notices to be sent via SMS, email and physical mail, with automatic fallback flows (e.g. if an email is not received, an SMS is sent).
- Registered Emails with Legal Value: Guarantees the secure delivery of communications with legal validity, preventing disputes and ensuring that users receive notifications about scheduled interruptions, cuts or changes to the service.
Conclusion
With Unicks, management entities can significantly improve their ability to comply with the requirements of Regulation 446/2024, minimizing the risk of fines and providing a more transparent and efficient experience for users.
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