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In order to encourage dialogue and increase its commitment to its customers, Agbar has created the figure of Customer Counsel.

This service analyses, on an individual basis, each complaint made by customers who do not agree with the answer they have received from the company.
It promotes mediation between customers and the company.
It is a final attempt, from within Agbar, at an amicable solution, responding to the customer and trying to resolve their complaint.
It is impartial to all parties, ensures proceedings are transparent, keeps information confidential and acts independently of the management areas.
It encourages dialogue and increases commitment to customers.
What do our customers say?

En principi, que existeixi una figura aliena al servei, pot resultar una eina interessant de cara al propi consumidor, en tant en quant pot actuar com a intermediari imparcial davant un possible conflicte o disconformitat amb la companyia. Malgrat tot si aquesta figura externa no gaudeix d'independència normativa o resultin vinculants els seus dictàmens, acabarà resultant una extensió més de la pròpia companyia i dels seus departaments, com ara el SAC, sense efectivitat operativa.