We install your meter in 72 hours

Once the application has been approved, we promise to install the meter at your home or business premises within 72 hours.

All meters installed within 72 hours from the first working day after the contract is signed are considered on schedule. For the purpose of meter installation, all Saturdays, as well as national, autonomous community, and local holidays are considered public holidays or non-working days.

If this commitment is not met, considering all exceptions and requirements, the customer does not need to make a claim as we will automatically provide €10 in compensation that will be deducted from the next bill.

Requirements:

• The building must have complete outdoor and indoor connections and also have a properly completed internal drinking water installation, authorised by the water service, in accordance with the regulations of the municipal water services.
• The meter room or cupboard must be accessible to water service personnel using an authorised access key. Excluded from this commitment are cases where the meter cupboard cannot be opened or fails to meet the regulations of the municipal water service and current legislation.
• If the established deadline is not met due to an appointment that has not been kept, whether the company or customer is responsible for the non-compliance will have to be determined to establish the right to compensation.

Notice of higher than normal water consumption

If on reading the meter, we find that your consumption is higher than the expected limit, we will let you know immediately or through your bill.

If, as a domestic customer, you detect excessive consumption in your latest bill and we have not advised you in person through a letter sent to the home, a note in the letter box (if one exists and is easily identified) or on the water bill, let us know so that we can check why an excessive consumption notice has not been sent.

Excessive consumption is defined as:

• Consumption that is over double the average of the last six meter readings, excluding estimates or readings provided by the customer, and this excess is greater than 35 m³ over the two-month period.

If you detect excessive consumption, bearing in mind all the aforementioned considerations, Canaragua will check the data and if it has not given notice of excessive consumption, you will be compensated with €10 which will be deducted from the next bill.

Requirements:

• The commitment is not applicable to customers who are not up-to-date with payment of their bills at the time of the complaint or claim.
• All contracts with less than six bill reading periods are excluded from this commitment.
• This commitment is only applicable to supply account holders.

We respond to all complaints within 10 working days

We promise to study and answer any commercial claims lodged directly with the company within 10 working days, whatever the reason and whatever the channel.

If a customer makes a commercial complaint, Canaragua promises to respond within 10 days. Commercial complaints are defined as those relating to: consumption billed, charges on the bill, functioning of the meter, contractual conditions, and customer service quality.

If this commitment is not met, considering all exceptions and requirements, the customer does not need to make a claim as we will automatically provide €10 in compensation that will be deducted from the next bill.

Requirements:

• The reception of a claim or complaint will be counted from the date it is entered into Canaragua's IT system for claims. The date of response to the claim or complaint will be the response date entered in the same IT system.
• Response is understood as the reply given to the customer, not necessarily the resolution of the complaint or claim. The period is counted from the date of registration of the claim in the claims information system (considering Saturdays and national, regional or local holidays as non-working days).
• The commitment is not applicable to customers who are not up-to-date with payment of their bills at the time of the complaint or claim.

• All claims whose nature normally requires a longer resolution period are excluded:

  • Complaints or claims made through consumer bureaus or other official bodies (including official meter checks requested through the Ministry of Industry).
  • Claims whose resolution requires a new meter and subsequent reading of the newly installed meter to estimate consumption.
  • Claims for damages.
  • Claims unrelated to supply.

We promise to take a correct reading from your meter

We always try to ensure bills are based on real meter readings. We promise to carry out this reading correctly. If this is not the case and you find an error in the meter reading on your last bill, let us know. Once we have checked the error we will revise the bill.

If you find that your water bill has been calculated with an incorrect meter reading by Canaragua, let us know so that we can check the error. Our staff will return to your premises to take a new reading, check that an error exists, and revise the bill that was issued.

If this commitment is not met, considering all exceptions and requirements, Canaragua will check the error and, if verified, will calculate the bill with the correct reading, and provide €10 compensation for the customer, which will be deducted from the next bill.

Requirements:

• This commitment does not include bills calculated with estimates or readings provided by the customer, reading errors due to changes in the internal installations or tampering with meters without the company intervening or being informed, in accordance with the regulations of the municipal water services and current legislation.
• The reading error will only be compensated when it can be checked by the Canaragua meter reader.
• The commitment is not applicable to customers who are not up-to-date with payment of their bills at the time of the complaint or claim.

Immediate commercial procedures

We promise to execute immediately all the commercial procedures listed below, requested through any of our customer service channels:

Substitution of the supply account holder (due to death or donation, merger of companies and separation).
Modification of personal details.
Change of correspondence and/or billing address.
Setting up or changing a direct debit.
Issuing duplicate bills and payment documents.

'Immediate' is defined as the time from the start of the procedure in Customer Services to its completion, when the process is carried out in person or over the telephone. When the procedure is requested through an online office or website, outside of Customer Services' working hours, 'immediate' is considered completion of the process within the following 24 hours.

If this commitment is not met, considering all exceptions and requirements, and after an analysis of what caused the delay and verification of non-compliance with this commitment, the customer does not need to make a claim, as we will automatically provide €10 compensation, which will be deducted from the next bill.

Requirements:

• That the data and documents provided by the customer are complete and correct.
• This excludes transactions that require an inspection report or additional documentation from the customer.
• The commitment is not applicable to customers who are not up-to-date with payment of their bills at the time of non-compliance. This commitment is only applicable to supply account holders.

Communication of payment returned by the bank

If a bill is returned by your bank, we promise to inform you of this incident within 10 working days from the day after reception of the return by Canaragua.

If this commitment is not met, considering all exceptions and requirements, Canaragua will check the data and if the notice has not been sent, we will automatically provide 10 € of compensation, which will be deducted from the next bill.

Requeriments

• Notice will be given through any media to any of the addresses (postal, email or SMS) in our database at the time of the incident.
• This commitment is only applicable to supply account holders.
• The established period of 10 working days will be counted from the day after communication of the payment returned from the bank.
• The commitment is not applicable to customers who are not up-to-date with payment of their past bills at the time of the complaint or claim.

We will check your meter within three working days

When you ask us to check that your meter is working properly, we promise to do so within 3 working days from the date of processing the request through any of our customer service channels.

If a customer asks us to check their meter because they are not sure whether it is working properly, we will do so within 3 working days, counted from the date of processing the request through any of our customer service channels.

If this commitment is not met, considering all exceptions and requirements, and after an analysis of the causes of the delay and verification of non-compliance with this commitment, the customer does not need to make any claim as we will automatically provide 10 € of compensation, which will be deducted from the next bill.

Requirements:

• The customer sets another date for this task.
• The customer is not at home on the agreed date.
• The technical conditions of the installation make it impossible to check.
• The check must be carried out by an entity other than Canaragua.
• Current legislation establishes a specific operator for carrying out the check, which means that this commitment cannot be met.
• The commitment is not applicable to customers who are not up-to-date with payment of their bills at the time of non-compliance. This commitment is only applicable to supply account holders.