At Hidrogea, senior customers are a priority group and their well-being is the central focus of our policies and actions.

As the management company for drinking water, sanitation and treatment services in different municipalities of the Region of Murcia, we have implemented a Management System Committed to Elderly People that is integrated with our CONTIGO Customer Service Model.

This model is based on the continuous improvement of customer experience and is supported by three essential pillars:

• The customer at the center
• Digital and always accessible
• Socially committed

This reaffirms our commitment to offer a quality service that guarantees preferential attention, universal accessibility and the dignified treatment that our senior customers deserve.

These are our specific commitments for senior customers:

• Universal Accessibility, physical and digital: Promotes an environment that favors the physical and digital well-being of all contact points with senior customers.
• Priority Attention: Ensures that 100% of people over 65 years old receive preferential attention without administrative barriers.
• Transparency in Rights: Guarantees effective access to reduced rates, aid and discounts. *Rates, aid and discounts subject to municipal agreement.
• Personalized Attention: with empathetic communication, clear language and dignified treatment, because if you need it, we will be there.
• Active Participation, Social Inclusion and Continuous Listening: Service system that collects the specific needs of the Senior group to continuously improve the service.

PARTICULAR CONDITIONS

These commitments of priority attention and support will be applicable upon prior identification of their senior status or when they prove accessibility problems, and only to carry out their own procedures or those of the contract of which they are the holder, therefore excluding procedures for third parties by delegation.

Attention to senior customers will be carried out by inserting the service between the prior appointments of the day closest to the time of their presence at the office, to safeguard the right of customers with appointments to be attended during the scheduled time slot.

HIDROGEA'S ETHICAL CODE OF CONDUCT FOR SENIOR CUSTOMERS

HIDROGEA commits to offering ethical and dignified treatment to all its senior customers, based on the principles of accessibility, personalized attention and social participation. This ethical code establishes the following standards of conduct:

1. Universal Accessibility: Guarantee that all contact points with senior customers are physically and digitally accessible, eliminating barriers and adapting services and products to their specific needs. This includes the adaptation of physical facilities to ensure accessibility, as well as the implementation of technologies and digital platforms that comply with universal accessibility standards.
2. Priority Attention: Give priority in service to people over 65 years old, ensuring treatment without administrative barriers and with staff trained in empathetic communication and clear language.
3. Transparency in Rights and Benefits: Inform proactively and in a simplified manner about reduced rates, aid and discounts available for senior customers. Clear and accessible information will be provided about economic rights and benefits, ensuring that senior customers are aware of all options available to them.
4. Continuous Staff Training: Implement continuous training programs for staff in dignified treatment and attention to vulnerability. Training will focus on improving staff competence in caring for elderly people.
5. Active Participation and Social Inclusion: Maintain a system of listening and active participation of the senior group in the continuous improvement of the service, promoting their inclusion in company activities. Focus groups and collaborations with senior social centers will be organized to collect feedback and suggestions.