On April 18, 2013, as part of the collective mediation process initiated by the National Consumer Service (SERNAC) with respect to the interruptions to supplies resulting from events of force majeure that occurred last summer, and which interrupted the water supply to a large number of inhabitants of the Metropolitan Region on January 22 and February 9 and 10, Aguas Andinas S.A. proposed to SERNAC, by letter of April 15, a system of compensation to its users, which was accepted by SERNAC, by letter 06830 received by the company on April 17, 2013.
Specifically, Aguas Andinas would compensate customers whose water service was restricted or interrupted, over and above the limits reported in the company’s various communications. The total number of customers who would benefit from this compensation was 821,860, corresponding to all those affected by differences between information given by the company and the time that the cut or restoration of their supply effectively occurred.
The total cost of the compensation would be Ch$2,580,503,928. Depending on the type of information time lag suffered by the customers, the amount of compensation would be calculated to be Ch$4,020 or Ch$2,412, as appropriate, and according the map of cuts and restorations held by the company. The payment of the compensations would be made by credits to the water billings for May 2013.
It should be remembered that Aguas Andinas chose to compensate the customers affected by information problems, despite the fact that the water cuts last summer responded to events of force majeure, as a result of high-altitude rains that caused floods in the lower mountains and an unforeseeable increase in the cloudiness of the waters of the river Maipo. This obliged the company to temporarily close the Las Vizcachas, La Florida and Padre Hurtado water treatment plants in order to avoid silting up of mud in the sanitary installations and thus normalize the water service in the shortest possible time.
Following those events, the company reviewed all its processes and information protocols in order to avoid similar situations repeating themselves.