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Continuous growth requires
greater commitment to water and to you
At Agamed we have adopted a number of commitments with the aim of offering a better quality service.
Our seven customer service commitments have been audited under standard ISO 9001 for quality management systems, which ensures the quality of the service and greater customer satisfaction.
We promise to install a meter within 2 working days of signing the supply contract (considering Saturdays and national, regional or local holidays as non-working days).`If not, we will refund the amount paid for the sale and installation of the meter’.
Our goal is to prioritise installation of the meter, thereby reducing the time in which the customer is without water.
Excess consumption warningAs managers of a scarce and limited resource, our goal is stated in our sustainability and environment policies, whereby the company ensures responsible use of water. Thus, Agamed uses its resources and technology to inform customers of unusual water use that might be due to defects in indoor installations.
Whenever we detect consumption that is higher than normal, we promise to provide notification to the customer’s letter box or with a message in the corresponding bill. If notification has not been provided by either of these means, the customer will receive €15 in compensation .
Complaints answered within 10 working days. This goal is stated in our customer-focus policies, whereby we value customers’ opinions when the service they receive does not meet expectations. Providing a prompt response is just as important as the quality of the response.
We promise to respond to complaints within a maximum of 10 working days. If not the customer will receive €15 in compensation.
Accurate billing, with errors corrected within 5 working days. Bills are issued by Agamed as accurately as possible, based on the readings and tariffs applicable at the t.
If there is an error in the bill attributable to the company, we promise to correct it within a maximum of 5 working days (considering Saturdays and national, regional or local holidays as non-working days) from the date requested by the customer. If not, the customer will receive €15 in compensation..
Our goal is to increase our customers’ trust, streamlining communications in the event of incidents with their bank.
In the event of a rejected payment or any other incident involving the bank that could affect our customers, we promise to inform them within a maximum of 10 working days,of receiving notification from the bank. If not, the customer will receive €15 in compensation.
Our goal is to streamline communications with our customers, thereby reducing waiting times after receiving their requests.
We are committed to answering and offering a quote within a maximum of 15 calendar days from signing the request for a new connection. If not, the customer will receive €15 in compensation.
Our goal is to prioritise new connections, thereby reducing the time in which the customer has no supply.
We promise to to install the connection within a maximum of 15 calendar days after processing and payment. If not, the customer will receive €15 in compensation.