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 | – |