AS Tallinna Vesi's operational perfomance during 2020 - Seite 2

Tallinna Vesi commenced the reconstruction of the mechanical treatment stage at Paljassaare wastewater treatment plant – one of largest projects of the past decade for the company. This major project is currently ahead of schedule and will continue throughout 2021, with completion expected in early 2022. Completion of this project will further enhance the quality and resilience of wastewater treatment process.

During 2020, we reconstructed a large collector at Kadaka Blvd, which directs wastewater from Saku, Saue, Laagri and approximately half of the properties in Nõmme District, to the Company’s wastewater treatment plant at Paljassaare.

Smoother service for our customers

Our aim is to provide high-quality and uninterrupted service to our customers – to ensure that, we consistently monitor our performance in terms of keeping our promises made to customers, giving swift responses and reducing the likelihood of complaints. We managed to maintain high standards in keeping our promises, and only had one failure in 2020.

The number of customer contacts generally serves as an indicator of the quality of customer service provided by the Company. In 2020 we have had approximately 24% less inquiries from our customers in connection with the most frequent subjects, such as water quality, pressure and sewer blockages, which is a positive trend.

OPERATIONAL INDICATORS FOR 2020
Indicator	Unit	12 months of 2020	12 months of 2019	Q4 2020	Q4 2019
Drinking water
Compliance of water quality at the customers’ tap	%	99.71%	99.04%	99.5%	99.0%
Water loss in the water distribution network	%	12.42%	12.97%	12.3%	14.3%
Average duration of water interruptions per property in hours	h	2.93	2.99	2.73	3.24
Wastewater
Number of sewer blockages	No	463	532	125	135
Number of sewer collapses	No	80	103	19	21
Wastewater treatment compliance with environmental standards	%	100%	100%	100%	100%
Customer Service
Number of complaints (*/**)	No	40* / 181**	41 / 167	4 / 52	8 / 44
Number of customer contacts regarding water quality	No	323	508	53	148
Number of customer contacts regarding water pressure	No	359	478	114	135
Number of customer contacts regarding blockages and leading off stormwater	No	864	1 047	177	298
Responding to written customer contacts within at least 2 working days	%	100%	100%	100%	100%
Number of cases of failed promises cases	No	1	7	1	1
Notification of unplanned water interruptions at least 1h before the interruption	%	98.9%	96.2%	97.8%	94.6%

Since 2020, only the cases that are controllable by the water company are classified as complaints*. In 2019 and before, all critical inquiries were classified as complaints**.