How to correctly, and most importantly, where to complain about the water utility

Legislation

1. The Federal Law “On Water Supply and Sanitation” dated December 7, 2011 No. 416-FZ ensures the fulfillment of the obligations of organizations and citizens.
2. The Housing Code of the Russian Federation establishes criteria for the quality of provision of utility services.
3. The Federal Law “On the Protection of Consumer Rights” dated 02/07/1992 No. 2300-1 lists the rules of interaction between sellers (suppliers) and buyers, defines the concept of quality of services and goods, and prescribes the mechanism of the ZPP.
4. Federal Law “On the procedure for considering appeals from citizens of the Russian Federation” dated May 2, 2006 No. 59-FZ is applied in the event of complaints received about the work of state, municipal or private enterprises.

If the case goes to court

As a rule, control authorities, if necessary, initiate recourse to court. However, if this does not happen, the violated rights are not restored, and the losses are not compensated, you can go to court yourself. To do this, you need to draw up a statement of claim based on a previously drawn up appeal.

It should be noted that the following requirements can additionally be included in the claim:

• on the payment of a penalty in the amount of three percent of the price of the service for each day of delay and its calculation (Article 28 of the Law “On the Protection of Consumer Rights”);
• on the payment of interest for the use of other people's funds in accordance with Art. 395 Civil Code of the Russian Federation;
• on reimbursement of legal expenses if the plaintiff applied for paid legal assistance;
• on compensation for moral damage. The court may award monetary damages to compensate the plaintiff for his emotional distress.

In addition, when satisfying the plaintiff’s property claims, the court also orders a fine from the executor in the amount of 50% of the claim price for untimely fulfillment of the consumer’s requirements.

The state fee for going to court in cases of consumer rights protection is not paid. If an application of a non-property nature is submitted (for example, to restore water quality), a state fee of 300 rubles is paid.

The statement of claim can be submitted to the court in person or sent by mail.

Where can I complain?

Vodokanal maintains urban water supply networks. The most common reasons for requests:

1. Unreasonable collection of fees for water supply, issuance of debt, refusal to recalculate and write off.
2. Supply of water of inadequate quality, with foreign impurities and odor. This is a serious violation that requires the involvement of specialists from Rospotrebnadzor, identifying the causes and establishing damage to the environment. Liability is possible up to and including criminal.
3. Failure to eliminate faults in the area of ​​responsibility: lengthy repairs of underground pipes, lack of covers on manholes.
4. Lack of water supply for a long time.

As a rule, the consumer enters into an agreement with the management company, and that, in turn, with the Vodokanal enterprise. Therefore, when questions arise about water supply, you should find out the problems at the level of the management company (problems can arise inside the house), and then proceed with your complaints to the resource supplier.

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If the written request to eliminate violations was not responded to (representatives of Vodokanal) or refused, you can go to higher authorities.

Reasons for the formation of low pressure

If the water pressure in the apartment has decreased, the citizen initially needs to find out from the neighbors what happened. You should contact people living in the premises connected to the same riser.

When the problem affected only one apartment, this indicates a breakdown in the water supply system of a particular room.

Causes of problems:

• pipes are clogged. This reason most often affects the formation of low water pressure. This especially applies to pipes whose walls have a rough surface;
• insufficient pressure level from the boiler in the central system;
• filter contamination. This element is placed in front of the metering devices. It should be cleaned periodically, as sand and debris accumulate in it;
• faucets malfunction;
• accidents on heating mains;
• production of planned activities on networks;
• contamination of the aerator in the mixer. The reason for its clogging is the poor quality of the water passing through the tap.

The pressure may become weaker due to the fact that the problem is in the pumping station. It is expressed in a reduction in the power level of this unit. When the pressure has decreased in more than one apartment, utility services or management company employees need to be involved to resolve the issue.

What affects water pressure in an apartment?

To date, no uniform standards have been established that provide for the level of pressure in a private house or apartment building. Often, each locality develops its own indicators.

When developing standards, the following aspects should be taken into account:

• number of floors of the house;
• number of apartments;
• Times of Day.

When measuring pressure in pipelines, the calculation is made for each individual apartment. Residents can rate the pressure, it depends on the needs of the family. Often it is not possible to resolve the issue on your own, since measurements are taken using special equipment.

Please note: if the test result indicates that the pressure is within normal limits, the complaint will not be justified.

To the administration

The administration of the locality is interested in the proper maintenance of the city territory, its communications, and orders repair and construction work, including water supply networks. Therefore, if the water utility violates its obligations, you can complain to the local administration. To do this, you need to write a statement in two copies, stating the essence of the detected violations and demanding their elimination.

The complaint is registered at the reception, leaving one of the copies with you, or the document is sent by mail.

Document forms

Download the List of documents for technical approval of the water metering unit

Download Application for technical approval of VU

Download Application for an agreement on connection (technological connection) to a centralized cold water supply system and a centralized sanitation system

Download Application for concluding a contract for cold water supply and sanitation for a private residential building

applications for legal entities and individual entrepreneurs

Download the List of documents for concluding a contract for cold water supply and sanitation (private residential buildings)

Download the List of documents for concluding contracts for cold water supply and sanitation (housing stock)

Download the List of documents for concluding contracts for cold water supply and sanitation (non-residential buildings)

Download the List of documents for concluding_re-concluding contracts for cold water supply and sanitation for owners_tenants of built-in non-residential premises in the housing stock

Form of application for concluding a connection agreement and issuing connection conditions (technological connection) for legal entities 1

Form of application for concluding a connection agreement and issuing connection conditions (technological connection) for legal entities

If you have any questions, our specialists are ready to answer you:

To the housing inspection

GZHI controls the activities of enterprises in the field of housing and communal services. Unfair performance of work by the water utility is a direct violation of contractual obligations, in some cases – non-compliance with the rights of citizens. If complaints to previous authorities remain without a positive response, you can complain to the Housing Authority. To do this, draw up an appeal according to a standard template and deliver it in person or by mail.

IMPORTANT! State authorities accept complaints on their official websites, as well as through online resources - State Services and RosZhKKH. There you can also see a sample, an example and receive a claim form.

Online submission

You can submit a complaint not only in writing, but also electronically. To do this, you will need to use the State Services portal and go through the registration and identity verification process.

To make an appeal via the Internet, you will need to go to the main page of the site, open the available projects and select “Pre-trial appeal”. Next, you will need to fill out a form and send it to a certain authority.

Remote access is also available on some authority websites. To become familiar with the availability of such an opportunity, you must visit the website of the regional authority.

A complaint against a water utility must be filed in accordance with certain rules. Despite the absence of a strict form, residents must adhere to certain conditions, without which the application will not be processed by the authorities.

Where to complain about water quality:

See also Phone numbers for consultation February 28, 2021 kasjanenko 904

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Discussion: 2 comments

1. Anya says:
   03/31/2019 at 07:15

   It is useless to write complaints to the city administration, there is unlikely to be a reaction, you need to immediately write above, there is hope that Rospotrebnadzor will be able to somehow help the problem. If there is no reaction, you need to write again. How long does it take for organs to respond?

   Answer

2. Labko A.G. says:

   08/02/2019 at 23:50

   I reviewed all the complaints about the inability to register on the water utility website and completely agree with them. I waste time on all the intricacies and nothing. That video where the water utility worker tells how to register was filmed more as an excuse and not for real help because... links to non-existent sites and focuses on payment. If everything is as simple as he says, why are there so many who cannot register? We kindly ask the administration of the Dnepr water utility to pay attention to the quality of work of their IT specialists. 08/02/2019

   Answer

To Rospotrebnadzor

This is a government body that is designed to monitor compliance with sanitary standards and consumer rights by organizations and enterprises of various types. This is the authority where you need to complain about the water utility if its workers did not fix the potholes in the yard after repairing the pipes, there are no covers on the manholes, and they responded to the written request of the residents with an unsubscribe.

Rospotrebnadzor has set up a hotline where you can call 8-800-1000-0004 and get free advice on an issue of interest.

results

Different authorities have different powers to restore the rights of citizens violated by water utility workers.

The administration is a local government body; it does not have punitive methods of punishment. Therefore, officials can only demand in writing explanations and elimination of problems.

The State Housing Inspectorate has a wide range of capabilities, including inspection of the organization’s activities. Based on the results of the procedure, inspectors will issue an order to eliminate violations and may impose an administrative penalty in the form of a fine.

Based on a justified complaint, Rospotrebnadzor initiates an unscheduled inspection of the organization. Title documents, acts of acceptance of repaired objects, and settlement transactions will be examined. If necessary, water samples will be taken for analysis. As a result, the organization will receive an order to eliminate violations, and a fine will be imposed on officials.

The prosecutor's office will evaluate not only the legality of the water utility's actions, but also the completeness and legality of the work of government bodies. As a result of the inspection, the prosecutor has the right to initiate an administrative case and impose a fine. If fraud is discovered, the case will be taken to court.

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Source of the article: https://popravu.club/uchrezhdeniya/zhkh/zhaloba-na-vodokanal.html

How to write a complaint

Let's look at the rules for drawing up using the example of the administration and the prosecutor's office:

1. The header indicates the name of the prosecutor's office or the full name of the head of the administration.
2. Next, the applicant writes his full name and address.
3. Then follows the name of the document - Complaint.
4. The main part contains a detailed description of the essence of the conflict: how the water utility violates the rights of citizens, what work it has not completed. It is necessary to indicate the actions that were taken to resolve the dispute independently, and which authorities have already been contacted.
5. At the end, the date of preparation of the document and signature are indicated.
6. The attachment will include correspondence with the organization, other authorities, photographic materials, and testimony.

Terms of consideration

In accordance with current legislation, the standard period for reviewing citizens' letters is 30 days. But there are some nuances:

1. If the response does not require further investigation or the violations are corrected promptly, government agencies have the right to complete the review and respond to the complaint before the expiration of the 30-day period.
2. If additional time is needed for a detailed investigation, the applicant is given a reasoned response to extend the inspection period. But this interim response must be issued within the time period specified by law - 30 days.