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Quality of service

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The regulation of the quality of service aims to improve the efficacy and efficiency of the water and waste services by assessing the performance of the various operators.

This assessment follows a set of indicators related to drinking water supply, urban wastewater management and urban waste management services, which allow ERSAR to regulate by benchmarking. The indicators are divided in three groups:

Protection of users' interests: ERSAR intends to assess how users' interests are protected, mainly the degree of access and the quality of the service provided;

Operator's sustainability: ERSAR intends to assess the degree of technical and economic sustainability of the operator and their legitimate interests, concerning economic and financial, infrastructural, operational and human resources;

Environmental sustainability: set of indicators used to assess the protection level of environmental issues related with operators' activities.

Annually, ERSAR evaluates the quality of service provided to users and the control of drinking water quality. Since 2004, this information is provided to the sector and its users through the Annual Report on Water and Waste Services in Portugal (RASARP).

Until 2014, ERSAR annually rewarded, in partnership with the newspaper Água&Ambiente, the most distinguishable Portuguese operators with the Water and Waste Service Quality Awards. The main goal of this initiative was to identify, reward and publicly disclose the operators that excelled in the services provided.