Sustainable Development Report 2015. Access the full report at: http://www.desarrollosostenible.agbar.com/en/

 

NON-REVENUE WATER CONSUMPTION

To prevent fraud in water use, in 2015 a programme was reinforced to detect non-revenue water consumption. The programme, which involves various areas of the company, aims to detect instances of tampering with the supply service. Fraudulent water use increases the cost of the service for those who pay for the service, and normally leads to irresponsible use of a resource as important as water. In 2015, almost 12,600 instances of tampering were detected, which represents a rate of 1.8 per 1,000 customers. At Aguas de Saltillo, low performance sectors were analysed and inspections carried out to detect possible illegal connections. In addition, an internal campaign for reporting fraudulent connections was conducted and special attention was given to reports of illegal connections by anonymous users. As a result, in 2015 a total of 205 connections were cancelled. To protect customers from fraudulent activity by people pretending to be company operators, Bristol Water guarantees that all operators visiting customers’ homes carry an ID card with their name, photo, the company logo and a free telephone number which customers can ring to check the operator’s identity.  

SD  Report  2015  Principles  for  actions  in  sustainable  development  /  Customer  focus    /  Customer  needs  /  Commitment  to  customer  satisfaction