Sustainability r e p o r t - Sabesp

Ombudsman OfficeThe Ombudsman Office is a qualified, second-level escalation consumer servicechannel for the mediation of conflicts between the Company and its customers.In 2009, the Ombudsman Office received 68,500 calls and complaints, aconsiderably positive result as it reflects a 7.53 percent decrease in the numberof complaints made. From the first to the second half of 2009, the number ofcalls decreased even further, by 17 percent. The analysis of these figures allowsus to highlight the significant 7.77 percent reduction in the number of calls to theOmbudsman Office that are considered substantiated complaints. These resultswere considered groundbreaking as it was the first time we recorded a drop inthese indicators, which noticeably highlights the improvement of our customerservice.The start of the migration from a self-regulated environment to a regulatedenvironment, with the creation of the São Paulo State Sanitation and Power RegulatoryAgency (ARSESP), pursuant to Decree 52455, of December 7, 2007, suggests a periodof adjustment, with still unmeasured impacts on service to our customers.In association with the Judiciary Branch, the Ombudsman Office is developing theJEC/Digital (a digital special court), which offers a differentiated customer servicein the Special Civil Courts system by seeking customer-friendly resolutions forcustomer complaints, thus avoiding litigation.In 2009, the JEC/Digital served 513 customers, with 568 hearings scheduled up toDecember 2009, and 78 percent of settlements in conciliation stage. As comparedto prior year, there was a 30 percent decrease in the number of complaints filedwith JEC, and a 21 percent decrease in the number of hearings. Settlements inconciliation stage also dropped 12 percent.The Ombudsman Office follows up all complaints registered by Procon (consumerprotection agency). In 2009, we received 1,568 CIPs (Preliminary Informationletters) from the Procon located in the State capital and 756 from municipalProcon, resulting in 2,324 customers served in the preliminary analysis stages.A good result as regards Procon complaints was the 10 percent decrease in thetotal number of substantiated complaints (FAs): they totaled only 179 in 2009,over 197 in 2008. If we adopt the proportionality criterion, this represents a 36percent decrease. This result shows that we have fully adopted the system ofhandling and prioritizing complaints sent by the consumer protection agency.Water bill – risk mitigationPR3 and PR4 We do not use procedures for minimizing specific risks inconnection with product and service labeling, because such procedures aredesigned for packed products, which are different from water and sewagecollection services.PR3 However, it is worth emphasizing that we disclose water quality parametersin the monthly water and/or sewage bill, in compliance with Presidential Decree5440/05 and Ministry of Health Administrative Rule 518/04. The AdministrativeRule establishes that the water produced and distributed for human consumptionmust be controlled. Legislation also defines the minimum quantity and frequencywith which water samples must be collected, as well as the parameters and limitspermitted. The Decree establishes how data must be disclosed. In addition to themonthly bill, the customer also receives a report with all information on the watersupplied in his or her property and may refer to our website (www.sabesp.com.br) to obtain the following water parameters: turbidity, chlorine, fluorine, totalcoliforms, and thermotolerant coliforms. Such parameters result from the analysisof water quality from the source to the consumption points, and sanitationcontrol centers strategically located throughout the São Paulo Metropolitan Areaand the inland coastal regions. The information on water quality is availableon our website. Our website also includes the Virtual Branch service, in whichthe customer may obtain a copy of the bill, make payments, request and trackservices, consult monthly consumption, or check the readings schedule of his orher property.2009 Satisfaction SurveyPR5 The 2009 survey shows a satisfaction of 76 percent with the Company,with a one percent margin of error. The Customer Satisfaction indicator iscalculated based on the assessment of the General Satisfaction with Sabesp.This assessment is made after exploring customer satisfaction with piped water,sewage collection, and general service (provision of services). The surveyinterviewed 7,440 customers of all consumption categories and sizes, in theregion where we operate, within the geographic area of the State of São Paulo.124 Relatório de Sustentabilidade 2009 125