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

As a company managing drinking water, sanitation, and purification services across various municipalities in the Region of Murcia, we have implemented a Management System Committed to Older People, which is integrated into our CONTIGO Customer Care Model.

This model is grounded in the continuous improvement of the customer experience and rests on three essential pillars:

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

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

Our Specific Commitments to Senior Customers

• Universal Accessibility — physical and digital: Promotes an environment that supports the physical and digital well-being of all senior customer touchpoints.
• Priority Attention: Ensures that 100% of people aged 65 and over receive preferential attention without administrative barriers.
• Transparency of Rights: Guarantees effective access to reduced tariffs, assistance schemes, and discounts. Tariffs, assistance schemes, and discounts are subject to municipal agreement.
• Personalised Attention: With empathetic communication, plain language, and dignified treatment — because if you need us, we will be there.
• Active Participation, Social Inclusion, and Continuous Listening: A care system that captures the specific needs of the senior community in order to continuously improve the service.

PARTICULAR CONDITIONS

These commitments to priority attention and support shall apply upon prior identification of senior status, or when accessibility difficulties are demonstrated, and only for the purpose of carrying out the customer's own transactions or those related to the contract of which they are the holder. Transactions carried out on behalf of third parties by delegation are therefore excluded.

Attention to senior customers will be provided by inserting their care between the scheduled appointments closest to the time of their arrival at the office, in order to safeguard the right of customers with appointments to be seen within their allocated time slot.

CODE OF ETHICAL CONDUCT FOR SENIOR CUSTOMERS

We are committed to providing ethical and dignified treatment to all senior customers, based on the principles of accessibility, personalised attention, and social participation. This code of ethical conduct establishes the following standards of behaviour:

1. Universal Accessibility: To ensure that all senior customer touchpoints are physically and digitally accessible, removing barriers and adapting services and products to their specific needs. This includes adapting physical premises to ensure accessibility, as well as implementing technologies and digital platforms that comply with universal accessibility standards.
2. Priority Attention: To give priority care to people aged 65 and over, ensuring treatment free from administrative barriers and delivered by staff trained in empathetic communication and plain language.
3. Transparency of Rights and Benefits: To proactively and clearly inform senior customers about available reduced tariffs, assistance schemes, and discounts. Clear and accessible information will be provided regarding economic rights and benefits, ensuring that senior customers are aware of all the options available to them.
4. Continuous Staff Training: To implement ongoing training programmes for staff in dignified treatment and support for vulnerable individuals. Training will focus on improving staff competence in the care of older people.
5. Active Participation and Social Inclusion: To maintain a system of active listening and participation by the senior community in the continuous improvement of the service, promoting their inclusion in company activities. Focus groups and collaborations with senior social centres will be organised to gather feedback and suggestions.