Resolving complaints about the quality of drinking water among water supply operators in the Czech Republic

Kód výsledku v IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F75010330%3A_____%2F25%3A00014992" target="_blank" >RIV/75010330:_____/25:00014992 - isvavai.cz</a>

Výsledek na webu

<a href="https://iwaponline.com/wp/article/27/4/385/107533/Resolving-complaints-about-the-quality-of-drinking" target="_blank" >https://iwaponline.com/wp/article/27/4/385/107533/Resolving-complaints-about-the-quality-of-drinking</a>

DOI - Digital Object Identifier

<a href="http://dx.doi.org/10.2166/wp.2025.092" target="_blank" >10.2166/wp.2025.092</a>

Jazyk výsledku

angličtina

Název v původním jazyce

Resolving complaints about the quality of drinking water among water supply operators in the Czech Republic

Popis výsledku v původním jazyce

According to a survey, 12% of the Czech population does not drink tap water. The main reasons given are poor aesthetic quality of water (42%) and health concerns (15%). The latter reason does not appear to be objectively based and must therefore have other causes, such as how well consumers are informed and how effectively their complaints are dealt with. Therefore, a questionnaire survey was carried out among water supply operators focusing on these aspects. The survey showed that only 62% of them have a Complaints Code and that only 53% of the operators record complaints about water quality. The number of recorded complaints per 100,000 consumers varied by several orders of magnitude. This difference was not only due to different water quality but also primarily due to different efficiency of complaint collection and, most importantly, to very different internal definitions of complaints. Under the new EU Drinking Water Directive, water suppliers will be obliged to publish information on complaints, but without the term ‘complaint’ being defined. If the numbers of published complaints are used by consumers or the media as an indicator for utility benchmarking, we may get a very false picture from which the public will draw incorrect conclusions.

Název v anglickém jazyce

Resolving complaints about the quality of drinking water among water supply operators in the Czech Republic

Popis výsledku anglicky

According to a survey, 12% of the Czech population does not drink tap water. The main reasons given are poor aesthetic quality of water (42%) and health concerns (15%). The latter reason does not appear to be objectively based and must therefore have other causes, such as how well consumers are informed and how effectively their complaints are dealt with. Therefore, a questionnaire survey was carried out among water supply operators focusing on these aspects. The survey showed that only 62% of them have a Complaints Code and that only 53% of the operators record complaints about water quality. The number of recorded complaints per 100,000 consumers varied by several orders of magnitude. This difference was not only due to different water quality but also primarily due to different efficiency of complaint collection and, most importantly, to very different internal definitions of complaints. Under the new EU Drinking Water Directive, water suppliers will be obliged to publish information on complaints, but without the term ‘complaint’ being defined. If the numbers of published complaints are used by consumers or the media as an indicator for utility benchmarking, we may get a very false picture from which the public will draw incorrect conclusions.

Druh

J_imp - Článek v periodiku v databázi Web of Science

CEP obor

—

OECD FORD obor

30304 - Public and environmental health

Projekt

<a href="/cs/project/TL03000252" target="_blank" >TL03000252: Kohoutkovou nebo balenou: Bariéry a motivace konzumace pitné vody</a><br>

Návaznosti

P - Projekt vyzkumu a vyvoje financovany z verejnych zdroju (s odkazem do CEP)

Rok uplatnění

2025

Kód důvěrnosti údajů

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Název periodika

Water Policy

ISSN

1366-7017

e-ISSN

1996-9759

Svazek periodika

27

Číslo periodika v rámci svazku

4

Stát vydavatele periodika

GB - Spojené království Velké Británie a Severního Irska

Počet stran výsledku

15

Strana od-do

385-399

Kód UT WoS článku

001478313800006

EID výsledku v databázi Scopus

2-s2.0-105004187643