Procedure for resolving complaints and requests for information APAVITAL S.A.*
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APAVITAL S.A., as the operator, is the provider of the public water supply and sewerage service in Iași County, established under the conditions set by the Law on Community Services of Public Utilities no. 51/2006 and operates based on the Law on the water supply and sewerage service no. 241/2006 republished and the Regulation of the water supply and sewerage service approved by Decision no. 21/07.08.2019 of the General Assembly of the Regional Water and Sewerage Services Association Iași (ARSACIS).
This procedure ensures access to petitioning as well as the resolution and transmission within the legal deadline of responses to petitions at the APAVITAL level.
Any natural or legal person can request information or report a problem concerning the activity of APAVITAL S.A., through the contact form made available to users on the company's website www.apavital.ro, by accessing the links https://www.apavital.ro/formular-reclamatie and https://www.apavital.ro/contact, through the ApaVital Iași app, available in Google Play Store and App Store, and by e-mail at contact@apavital.ro and avarii@apavital.ro.
All requests/complaints must necessarily contain the identification data of the applicant, consisting of name, surname, full address, and possibly a phone number for contact. The absence of this data makes it impossible for us to make checks on the reported issue and implicitly to provide a response. Anonymous petitions or those in which the identification data of the petitioner are not provided are not taken into account and are filed, according to GOVERNMENT ORDINANCE no. 27 of January 30, 2002 regarding the regulation of petition resolution activity
All requests and/or complaints are assigned registration numbers, which are sent to applicants at the e-mail address from which the request/complaint was received.
The registered petitions are forwarded to the specialized departments, depending on their subject, which will resolve and draft the response within the legal deadline of 30 days from the date of registration of the petition, regardless of whether the solution is favorable or unfavorable.
The response to the petitioner is sent via the same channel by which it entered the company.
- If the aspects reported in the petition require more detailed information and investigation, the company manager may extend the legal term by a maximum of 15 days, with prior notification of the petitioner.
- Misdirected petitions will be sent within 5 days from registration to the authorities or public institutions that are responsible for solving the reported problems, and the petitioner will be notified in writing about this.
- If a petitioner submits several petitions regarding the same problem, they will be combined, and the petitioner will receive a single response referring to all registration numbers.
- If after sending the response, a new petition is received from the same petitioner or from an authority or public institution wrongly notified, with the same content, it will be filed, with a note being made on the initial number stating that a response was sent.
Depending on the type of request, the applicant must complete one of the following forms:
- for wastewater analyses, the -Order form for wastewater laboratory services must be completed
- for drinking water analyses, the -Order form for drinking water laboratory services must be completed
- for detection of losses on the internal network, the F-018 Water Loss Detection Request Form must be completed
- for users who have their own connection and request the metrological verification of the branch meter, the F-174 - Metrological Verification Request must be completed
- for other users requesting the metrological verification of the meter, the F-30/PL-007 Metrological Verification Order Form must be completed
- for receiving the invoice in electronic format, the F-538 - Request for electronic invoice delivery form must be completed
- to send a request, the Contact Form on the website must be completed by accessing the link https://www.apavital.ro/contact
- to submit a complaint, the Complaint Form F-530 from the website must be completed by accessing the link https://www.apavital.ro/formular-reclamatie
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It constitutes a disciplinary offense and is sanctioned according to the provisions of Law no. 188/1999 regarding the supporting staff statute or, as the case may be, according to labor legislation, the following acts:
a) failure to comply with the deadlines for resolving petitions, as provided in Ordinance no. 27 of January 30, 2002 regarding the drawer of petitions;
b) interventions or insistences for the resolution of some petitions outside the legal framework;
c) receiving directly from the petitioner a petition for resolution without it being registered and without being assigned by the head of the specialized department.
*Competent entities
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