Customer Charter

**CUSTOMER

CHARTER**of “Water Supply and Sewerage” EAD – Burgas

The purpose of the Customer Charter is to familiarize customers with the principles
and standards for the provision of administrative services by “Water
Supply and Sewerage” EAD – Burgas. The Charter outlines the basic rules according
to which we would like to work together with our customers

.The Charter* is not a regulatory act, and legal
liability cannot be sought on its basis; however, it morally commits all employees of “Water
Supply and Sewerage” EAD – Burgas to adhere to it and fulfill
their obligations under it, with the aim of meeting the
need to provide high-quality administrative services, and to ensure that the
dialogue with our customers is positive and the cooperation is fruitful.

STANDARDS FOR SERVING CUSTOMERS OF ADMINISTRATIVE SERVICES

“Water Supply and Sewerage” EAD – Burgas will be guided by
this Customer Charter in providing and performing administrative
services for its customers, while ensuring:

▪ equal access to administrative services and information about them;

▪ various means of accessing administrative services and information about them;

▪ courteous, responsive, and fair treatment of service users;

▪ reliable feedback;

▪ high-quality service delivery within the prescribed timeframes;

▪ prevention of opportunities for corruption.

“Water Supply and Sewerage” EAD-Burgas has adopted the following
quality standards for administrative services regarding
the maximum time for administrative service:

1. The response time for general correspondence (including complaints, appeals, reports, and suggestions) is 14 days;

2. The deadline for providing initial data for connection to the water supply and sewerage networks is in accordance with Article 13(5) of Ordinance No. 4/September 14, 2004, on the conditions and procedures for connecting consumers and for the use of water supply and sewer systems;

3. The deadline for approval of an investment project is in accordance with Article 14b(3) of Ordinance No. 4/September 14, 2004, on the conditions and procedures for connecting consumers to and using water supply and sewerage systems;

4. The deadline for issuing a contract for the provision of water supply and sewerage services is in accordance with Article 14c(1) of Ordinance No. 4/September 14, 2004, on the conditions and procedures for connecting consumers and for the use of water supply and sewerage systems;

5. Issuance of a Tripartite Agreement—following approval of the project in accordance with transitional provision 4. After the agreement is drafted within the specified timeframes, the customer is notified to visit the Customer Service Center to sign the agreement, after which the three copies of the agreement, together with the technical documentation and a cover letter, are sent by courier or registered mail to the mayor of the relevant municipality, which is a party to the agreement. Upon return of the two copies signed by the mayor of the municipality, the customer is notified to visit the Customer Service Center to receive the Tripartite Agreement and the accompanying technical documentation;

6. The deadline for issuing a temporary connection agreement is in accordance with Article 14g and Article 13(5) of Ordinance No. 4/September 14, 2004, on the conditions and procedures for connecting consumers and for the use of water supply and sewer systems;

7. The deadline for reviewing documents related to an Application for the Provision of a Service (for wastewater reception) is 14 days;

8. The deadline for reviewing documents related to an Application for Review of a Statement of Findings Establishing the Suitability of a Structure for Acceptance is 15 days;

9. The deadline for reviewing documents related to an Application for amounts due/official note, certificate/free-form text/change of details/provision of a service is 14 days;

10. The deadline for notification, in the event that the raised issues fall outside the jurisdiction of “VIK” EAD–Burgas and to whom they have been referred based on jurisdiction, is up to 7 days;

**Channels for Accessing Information and Services at “Water Supply and Sewerage” EAD –

Burgas**Each customer may use various channels to access information and services depending on their needs:

▪ in person at the Customer Service Center—Burgas, 3 Gen. Vladimir Vazov St., open Monday through Friday from 8:15 a.m. to 4:30 p.m. without interruption;

▪ by mail or courier service to the following address: “Water Supply and Sewerage” EAD – Burgas, 3 Gen. Vladimir Vazov St., Burgas 8002;

▪ Fax – 056/842

979▪ Website of “Water Supply and Sewerage” EAD – Burgas – https://vik-burgas.com/, where you will find information about administrative services, the company’s structure, contact numbers, the option to check your bill, ongoing repairs, and more;

▪ email (see the “Contacts” section on the company’s website).

For us, the Customer Charter is a tool for building a partnership
between the company’s management and customers, and therefore we provide
the following mechanisms for customer feedback:

▪ A survey form for customers to express their opinions on the quality of administrative services;

▪ A suggestion box for written feedback, comments, compliments, complaints, and suggestions at the Customer Service Center and the company’s cashier counters;

▪ We are committed to analyzing your suggestions, comments, compliments, and complaints and taking appropriate action when they fall within the company’s purview.

We expect the following from you, our valued customers:

▪ To treat the employees who serve you with respect and to refrain from aggressive behavior;

▪ To be considerate and patient toward our other customers;

▪ To provide complete and accurate information necessary for the provision of the relevant service;

▪ To promptly notify us of any changes in circumstances related to the requested service;

▪ To freely express your opinions, suggestions, and comments so that we can improve the quality of the services we provide to you.

To improve our administrative services, we need your cooperation and highly value every opinion, criticism, or recommendation you share.

When submitting complaints, reports, or requests for administrative services, it is important to know that they must meet the following requirements:

▪ They must be written in Bulgarian;

▪ be written in blue ink;

▪ include the name and address of the property user;

▪ be signed by the user or by a representative authorized by the user;

▪ the circumstances of the case must be described, and evidence must be provided if the user has any;

▪ anonymous reports/complaints/grievances/suggestions, etc., will not be considered. Reports are considered anonymous if they do not contain sufficient information to contact the submitter—namely, a name and contact address—and do not bear the signature of the submitter or their authorized representative;

▪ The company reserves the right not to respond to questions, reports, complaints, and grievances that contain profanity or offensive language that damages the reputation of “VIK” EAD Burgas and other Bulgarian institutions;

▪ The company is not authorized to respond to inquiries regarding the personal
data of third parties or classified information
.The Customer Charter can be found on the
company’s website—https://vik-burgas.com*—as well as in print at the
Customer Service Center in Burgas, 3 Gen. Vladimir Vazov St., and at the cashier
offices in the towns and villages served by the company.

This Customer Charter was approved by Order No. RD-09-306/June 14, 2018, of the Executive Director of “Water Supply and Sewerage” EAD – Burgas, and will be updated periodically to ensure compliance with changes in legislation and our operations.