📋 Tender Overview
The National Superintendence of Sanitation Services (Sunass) served more than 123 thousand users of drinking water and sewerage services during 2023, 30% more than in 2022. This growth also represents a 40% increase over the average number of visits over the last five years.
Of the total number of attentions, 50% corresponded to commercial issues, i.e. high consumption, complaint procedure, billing problems, among others. 30% was due to operational aspects, such as lack of water, water and sewage leaks, problems with sewerage and burst pipes. Meanwhile, 20% of the visits were for inquiries about appeal files, for general information such as duties and rights of users, among others.
It should be noted that 62% of the calls were made by telephone, which represented a growth of 6% compared to the previous year. Likewise, the number of face-to-face visits increased and reached 25%. Users were also served through campaigns, via WhatsApp, social networks, among others.
The regions with the highest number of orientations were Lima (49%), Piura (9%), Arequipa (5%), Lambayeque (4%) and Junín (4%).
It should be noted that, in view of the growing demand for attention through the telephone channel, the institution enabled the 1899 line, easy to remember, as the only service number for users throughout the country free of charge. Since October, more than 8500 users have already been served through this channel.
Another interesting data is the user satisfaction rate with the attention provided by Sunass staff, which reaches 96%, a statistic that drives the institution to improve its capacity to address citizen problems and to strengthen early warning channels to meet demands.
Get involved, neighbor!
The ¡Participa, vecino!, program promoted by Sunass to listen to and address the demands and concerns of various organized groups of users in all departments of the country (urban, rural and small cities), channeled alternative solutions to more than 252,000 families nationwide; thanks to the agreements between providers (urban and rural) and the user population, where the regulator acted as an intermediary through more than 320 micro-audiences.
