An increase of 17% compared to the previous year. Mediation water 1,847 times was seized in 2014 and 586 cases were found receivable (+ 16%). It was further stressed by consumers last year to resolve disputes with their operator, including abnormally high consumption or water leaks on pipelines, according to the institution’s annual report released Thursday Jiun 18.
This increase is partly due to the fact that water services since last year the obligation to mention their clients that they can engage in mediation in case of disputes.
More than a third of cases due to abnormal consumption
“This year, unusually high consumption leading to a protest volumes of water charged remain, by far, the main scenario leading to a referral to the Mediation “, notes the institution. This represented 39.5% of referral patterns.
However, the Ombudsman noted that “a growing volume of disputes concerns the applicability or not of recent measures regulations to protect consumers against excessive consumption related to water leaks in their pipes “.
In fact, 28.5% of referrals were for pipeline leaks and counter. A 2011 law makes it possible, under certain conditions, capping the water bill when the subscriber of a water service can prove that consumption is due to leakage after the meter he made repair .
Furthermore, 15% of disputes have involved invoice adjustments.
15% of cases without amicable solution
In 85.5% of cases on which he intervened, the Ombudsman was able to end the disagreements between the operator and the customer. More than two-thirds of both settlement proposals were accepted by both parties. In 18% of cases, the simple “educational information” has resolved disputes ..
However, just under 15% of the cases handled could lead about an amicable solution, refusals from the same proporitions consumer or water service concerned.
(With AFP)
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