Sustainability r e p o r t - Sabesp

Relations withstakeholdersGRI 4.14 / 4.15 / 4.16 / 4.17 The way we relatewith our different stakeholders is theexpression of what we believe in. Arelationship can only be sustainablewhen it holds the right ethical andtransparency principles with its differentstakeholders.New Call center for Inland and Coastal Cities.Customer RelationsIn order to improve the satisfaction rate of our customers and create a new form ofrelationship, as well as expediting user service, we expanded our Call Center in the São PauloMetropolitan region and the Bragança Paulista region, increasing its capacity by 70 percent,100 to 170 service stations. We also initiated the web-based, online customer support throughour website, where we offer all the services available at the call center.Call center for Inland and Coastal CitiesAs part of our commitment to our customers, we opened, in 2009, the Call Centerfor the customers of the Regional Systems Department, which provides standardizedcustomer service to 327 inland and coastal cities. Located in Itapetininga, thecall center has capacity for 20,000 calls per day and we estimate it will benefitapproximately 10 million people. The Call Center will also grant increased operatingcontrol, streamline costs, and contribute to job creation and income generation in theregion where it is located.Services are offered to 29 cities of the São Paulo Metropolitan area and eight inthe Bragança Paulista region, covering about 16 million people. With the 70 newattendants, we expect that 80 percent of the calls will be answered within lessthan one minute. In addition, the call center also started to offer a communicationchannel for the hearing impaired.The concern to serve well our customers, led us to look for excellence in serviceprovision. Since 2006, we have obtained the ISO 9001:2000 certification forthe Metropolitan Department Call Center. Another result of ourcommitment was obtained two years later, when we became thefirst state-owned company with an own call center, to conquer theProbare (Brazilian Relationship Industry Self-regulation Program)Ethics and Maturity Profile Seal. This seal was renewed in 2009, with a higherscoring for the Maturity Profile.Probare is an initiative of three entities representing the Brazilian relationshipmarket: Brazilian Direct Marketing Association (Abemd), Brazilian CompanyCustomer Relations Association (Abrarec), and Brazilian Teleservices Association(ABT), which identified the need to set self-regulation parameters for the industryto consolidate and improve customer services.We tried to achieveexcellence in servicesto customers122 123