Today Veolia Water's commitments to consumers take the shape of Customer Service Charters. These have been implemented in various countries including France, Germany, China and Portugal.

These charters focus mainly on customer information and the response time to different requests (water quality, billing or customer registration etc.) as well as engineer call outs.

Building on its initial commitment, Veolia Water is rolling out an actual service commitment strategy for customers and consumers. The company has therefore just undertaken to move on to the next stage and draw up shared core quality service standards. Currently under trial in China, Portugal and Czech Republic, they will gradually be rolled out in all business units.

These standards focus on common values that Veolia Water wish to ascribe to its Customer Services:

• more accessibility,
• more information,
• more solidarity.

Reporting on Performance

Veolia Water assesses the performance of its services and provides indicators which enable customers and local authorities to judge performance levels for themselves. The results are disseminated via the annual reports delivered to the local authorities.