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Service Charter

Portada-carta-de-servicios

Adequately serving the interest of the community should be a priority for municipal businesses, responding to the needs of the society from a culture of shared work and operational and functional coordination. The Service Chapter makes known the services and quality compromises that citizens are entitled to, promoting their collaboration and involvement.

Your rights 

 

You have a right to:

  • Receive quality services.
  • Be treated with dignity at any time.
  • Receive truthful information.
  • Submit claims and suggestions related to the service supplied by EMASESA.
  • Receive direct and personalised support.
  • Receive water that comply with the potability requirements established in existing legislation.
  • Permanently have a supply of drinking water, in accordance with the conditions established in your contract.
  • Get the reading of the measurement equipment that controls the supply, no less frequently than every 3 months.
  • To be billed for the received services at intervals of no more than three months, according to the rules in force.
  • A written contract shall be made defining the basic terms and conditions of the supply.

Quality commitments

 

In order to offer you a public service of quality water supply and sanitation, we have marked the following level of commitment:

1. Handle the calls from our Customer Service telephone number 955 010 010 or in 010 Seville Line 24 days a day 365 days a year, in at least 95% of cases.

2. Obtain an average score of consumer satisfaction from the telephone service greater than or equal to 7 points out of 10 through surveys conducted to service users.

3. Reply to received complaints in the official sheet of Junta of Andalusia within 8 working days from receiving it,in at least 80% of the cases.

4. Disponer de oficinas de atención presencial en todos los distritos y poblaciones abastecidas por EMASESA.

5. Obtain an average score of consumer satisfaction for the service provided greater than or equal to 7 points out of 10.

6. Check your house meter within a maximum period of 10 working days following the receipt of your request for a revision with a reference meter, at least in 95% of the cases.

7. In the case of meter banks, we will connect your water supply within 3 days of the new contract date, in at least 95% of the cases.

8. Notify when a significant change in consumption is detected, when compared with your usual consumption, within 7 working days of the meter reading by EMASESA.

9. Subsidise the efficient use of water to the contractor that, having certified the number of people living in the property, does not exceed the limit established per person and month in the latter Ordinance published in the Official Gazette of the Province of Seville.

10. Reply to emails sent through online forms from www.emasesa.com within 2 working days from receiving them, in at least 80% of cases.

 

INDICATOR  Percentage of calls handled out of the total number of calls received.
REFERENCE VALUE =>95% 
VALUES REACHED
2014
SEPTEMBER
REMARKS

INDICATOR Level of satisfaction given in the surveys of the telephone service.
REFERENCE VALUE >=7.00
VALUES REACHED
2014
2013 8.42
REMARKS

INDICATOR Percentage of compliance with the established time limit for replying to complaints in the official sheet of Junta of Andalusia
REFERENCE VALUE >=80.00%
VALUES REACHED
2014
AUGUST 100
JULY 100
JUNE 100
MAY 100
APRIL 100
MARCH 100
FEBRUARY 100
JANUARY 100
2013 DECEMBER 100
NOVEMBER 100
OCTOBER 100
SEPTEMBER 100
REMARKS

INDICATOR Customer of EMASESA Satisfaction Index
REFERENCE VALUE >=7.00
VALUES REACHED
2014
2013 7.48
REMARKS Survey conducted between May-June 2013. Overall satisfaction value of domestic and non domestic

INDICATOR Percentage of compliance with the established time to check the meter.
REFERENCE VALUE >=95.00% in <=10 days
VALUES REACHED
2014
AUGUST 100
JULY 100
JUNE 100
MAY 94.44
APRIL 100
MARCH 100
FEBRUARY 100
JANUARY 100
2013 DECEMBER 100
NOVEMBER 100
OCTOBER 100
SEPTEMBER 100
REMARKS

 

INDICATOR Percentage of supplies connected within the stated deadline for meter banks
REFERENCE VALUE >=95.00% in <=3days
VALUES REACHED
2014
AUGUST 99.70
JULY 100
JUNE 100
MAY 98.33
APRIL 100
MARCH 99.60
FEBRUARY 99.78
JANUARY 99.76
2013 DECEMBER 99.77
NOVEMBER 99.77
OCTOBER 99.82
SEPTEMBER 99.82

 

INDICATOR Percentage of supplies detected with a significant change in consumption in relation to the usual one that were notified within the stated time
REFERENCE VALUE >=100% in <=7days
VALUES REACHED
2014
AUGUST 100
JULY 100
JUNE 100
MAY 100
APRIL 100
MARCH 100
FEBRUARY 100
JANUARY 100
2013 DECEMBER 100
NOVEMBER 100
OCTOBER 100
SEPTEMBER 100
REMARKS

 

 

INDICATOR  Number of contracts subsidised in relation to the total contracts to which it applies
REFERENCE VALUE =100% 
VALUES REACHED
2014
AUGUST 100
JULY 100
JUNE 100
MAY 100
APRIL 100
MARCH 100
FEBRUARY 100
JANUARY 100
2013 DECEMBER 100
NOVEMBER 100
OCTOBER 100
SEPTEMBER 100
REMARKS

 

INDICATOR Response time of emails sent through the website of EMASESA
REFERENCE VALUE >=80.00 in 2 days
VALUES REACHED
2014
AUGUST 100
JULY 100
JUNE 100
MAY 100
APRIL 100
MARCH 100
FEBRUARY 100
JANUARY 100
2013 DECEMBER 100
NOVEMBER 92
OCTOBER 92
SEPTEMBER 100
REMARKS

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