EMERGENCY AID, SOCIAL TARIFFS AND MEDIATION
In Guayaquil, access to water has increased by 60% in ten years, bringing the city in line with levels achieved in the most advanced countries. The development program combines social tariffs for underprivileged neighborhoods with measures to reduce and write off debts in partnership with public policymakers and local citizen's associations. Other initiatives include a system of mediation for customer complaints and fair payment solutions adapted to the needs of families.
A LOCAL NETWORK RUN BY 700 VOLUNTEERS
Veolia teams work with a network of more than a thousand community leaders to provide assistance to people living in the city's poorer districts. Four mobile agencies travel around the city to meet local residents and forge closer ties between the population and the public utility. Awareness-raising programs targeting improved water use, the cost of water services and the need to protect resources are implemented every year.
Key Figures
2.3 million people supplied with water
1 million m³ of drinking water produced every day
97% of residents with access to drinking water services
86% with access to wastewater services
Customer benefits
- Making the right to water a reality
- High-quality service for all residents
- Social innovation
Solutions
- Customer relations: multi-channel management, account management, metering
- Human resources: personnel management, continuous training
- Awareness raising: water-access program, social tariffs, assistance; dialogue with stakeholders, campaign to improve water use