Publications | 20-11-2018
The Customer Counsel signs an agreement to improve the service for users with the Ombudsperson of Calonge i Sant Antoni and with SOREA
The Customer Counsel signed an agreement to improve the service for users with the Ombudsperson of Calonge i Sant Antoni and SOREA. The aim of the agreement is to promote mutual collaboration in relation to requests for information and claims submitted by SOREA’s clients, within the geographic area of Calonge i Sant Antoni.
From now on, when people holding water supply policies submit claims to the local Ombudsperson related to the water supply service provided by SOREA in the municipality of Calonge i Sant Antoni, the Ombudsperson will inform Agbar’s Customer Counsel about the claim received, and the latter shall immediately acknowledge receipt. The Customer Counsel will have to reply to the Ombudsperson within a period of 10 working days, except for complaints arising from supply failures, which must be answered within a maximum period of 48 hours, or the complaints arising from the malfunctioning of metering equipment for which the period will be extended for the time necessary to detect the reason for the malfunction. Should the Ombudsperson consider it necessary to expand on the details receive, the Customer Counsel shall guarantee a new reply within the same periods indicated.
The signing took place in the Town Council’s Plenary Hall, in a ceremony presided over by the Mayor, Jordi Soler, with the presence of Agbar’s Customer Counsel, Sergi Sanchís; the Ombudsperson of Calonge i Sant Antoni, Joan Maria Garcia y Mascarós; and SOREA’s Manager of Concessions, Andreu Masferrer.