Promises to our customers

Clear agreement, reliable water service

We have administrative contracts in place with the municipalities in which we operate as a water undertaking. These administrative contracts establish clear expectations for us and commitments to our customers. This ensures that our service is reliable, transparent and considerate.

Every day, we deliver high-quality drinking water to nearly 25,000 residential and business customers and provide reliable water and wastewater services to more than 500,000 people — around one third of Estonia’s population.

We ensure high-quality drinking water

• We make sure your drinking water is always clean and safe. We will respond to any issues related to water quality or pressure no later than the next business day.

We look after the environment

• We will clear sewer blockages within 12 hours at the latest.
• We will respond to sewer floodings within 4 hours at the latest.

We respond quickly to enquiries

• We will respond to all requests for information within 2 business days.
• Every question concerning our services or activities will be answered, because we believe in open and clear communication.

We resolve complaints thoroughly

We will respond to any complaints indicating dissatisfaction with our activities or the quality of our services within 10 business days at the latest.

We will respond to any complaints about poor or excessive water pressure within a maximum of 30 days.

• Pressure problems that can be solved by maintenance work will be resolved within 14 days.
• Cases requiring design and construction work will be resolved within 18 months.

We are accurate and honest in billing

• If there is any doubt about the accuracy of the water meter, we will check it and notify you of our decision within 2 business days.
• If a bill is inaccurate, we will issue a corrected bill within 3 business days at the latest.

We keep to our agreements

• We will give you at least 5 days' notice of any planned interruption to water supply and its duration.
• In the event of planned outages, we will restore the water supply by the agreed time, or sooner.
• Water outages will never last longer than 24 hours, unless authorised by the local authority.
• If the outage lasts more than 5 hours, we will provide you with an alternative water source, such as a temporary connection or a water tank, that meets the required quality standards for drinking water.
• If we have arranged to meet, we will be there on time.

If a promise is not kept

Our word matters. If any of our promises are not fulfilled, we will compensate customers with 20 euros. The compensation will be credited to the customer’s consumption invoice as an offset, provided that the service agreement is valid and all obligations towards Tallinna Vesi have been met.

Our customer promises do not apply in force majeure situations.