APAVITAL S.A., as operator, is the provider of the public water supply and sewage service in Iași county, established under the conditions set by the Law on community public utility services no. 51/2006, and carries out its activity based on the Water Supply and Sewerage Service Law no. 241/2006 republished and the Regulation on the water supply and sewerage service approved by Decision no. 21/07.08.2019 of the General Assembly of the Regional Association of Water and Sewerage Services Iași (ARSACIS).

This procedure ensures access to the petitioning process as well as the resolution and transmission of responses to petitions within the legal term at APAVITAL.

Any natural or legal person can request information or report a problem regarding the activity of APAVITAL S.A. through the contact form provided to users on the company's website www.apavital.ro, by accessing the links https://www.apavital.ro/formular-reclamatie and https://www.apavital.ro/contact, through the ApaVital Iași application available on Google Play Store and App Store, and by email at contact@apavital.ro and avarii@apavital.ro.

All requests/complaints must obligatorily include the applicant’s identification data, consisting of name, surname, full address, and possibly a phone number for contact. The absence of this data makes it impossible for us to carry out checks regarding the reported issue and implicitly to provide a response. Anonymous petitions or those that do not contain the petitioner’s identification data are not considered and are closed, according to ORDINANCE no. 27 of January 30, 2002 regarding the regulation of the activity of settling petitions

All requests and/or complaints are assigned registration numbers, which are sent to the applicants at the email address from which the request/complaint was received.

Registered petitions are forwarded to the specialized departments, according to their subject, which will resolve and draft the response within the legal term of 30 days from the date of registration of the petition, regardless of whether the solution is favorable or unfavorable.

The reply will be sent to the petitioner through the same channel by which it entered the company.

• If the aspects reported through the petition require more thorough information and investigation, the company's manager may extend the legal deadline by no more than 15 days, with prior notification of the petitioner.
• Incorrectly addressed petitions will be forwarded within 5 days of registration to the authorities or public institutions responsible for resolving the reported issues, and the petitioner will be informed in writing about this.
• If a petitioner submits several petitions regarding the same issue, they will be consolidated, and the petitioner will receive a single response referring to all the registration numbers.
• If after sending the response a new petition is received from the same petitioner or from a wrongly addressed authority or public institution, with the same content, it will be closed, with a mention at the initial number that a response has been given.

Depending on the type of request, the applicant will complete one of the forms:

- for wastewater analysis - Laboratory services order form for wastewater

- for drinking water analysis - Laboratory services order form for drinking water

- for detection of losses in internal network - F-018 Request form for water loss detection

- for users with their own connection who request a metrological verification of the connection meter - F-174 - Request for metrological verification

- for other users requesting meter verification - F-30/PL-007 Order form for metrological verification

- for electronic invoice transmission - F-538 - Request for electronic invoice transmission

- to send a request, complete the Contact form on the website by accessing the link https://www.apavital.ro/contact

- to submit a complaint, complete the Complaint form F-530 – on the website by accessing the link https://www.apavital.ro/formular-reclamatie