APAVITAL S.A., as the operator, is the provider of the public water supply and sewerage service in Iași County, is established under the conditions set by the Law on Community Public Utilities 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 of 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 petitioning as well as the resolution and communication within the legal term of the responses to petitions at the APAVITAL level.

Any natural or legal person may request information or report a problem regarding the activity of APAVITAL S.A., using 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 in Google Play Store and App Store, and by e-mail at the addresses contact@apavital.ro and avarii@apavital.ro.

All requests/complaints must mandatorily contain the applicant’s identification data, consisting of last name, first name, full address, and possibly a phone number for contact. The absence of this information makes it impossible for us to perform checks on the reported issue and, implicitly, to provide a response. Anonymous petitions or those in which the petitioner’s identification data is not provided will not be taken into account and will be filed, in accordance with ORDINANCE no. 27 of January 30, 2002 regarding the regulation of the petition resolution activity

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

Registered petitions are forwarded to the specialized departments, depending on 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 response to the petitioner is sent through the same channel through which it entered the company.

• If the aspects reported in the petition require more detailed information and investigation, the company manager may extend the legal deadline by a maximum of 15 days, with prior notification of the petitioner.
• Misaddressed petitions will be sent within 5 days of registration to the authorities or public institutions responsible for solving the reported issues, with the petitioner to be notified in writing about this.
• If a petitioner submits multiple petitions addressing the same issue, these will be merged, and the petitioner will receive a single response that references all registration numbers.
• If, after sending the response, a new petition is received from the same petitioner or from an authority or public institution wrongly notified, with the same content, it will be filed, with a note at the initial number stating that a response has been given.

Depending on the type of request, the applicant will fill out one of the following forms:

- for wastewater analyses, the Order form for wastewater laboratory services will be completed

- for drinking water analyses, the Order form for drinking water laboratory services will be completed

- for detection of losses on the internal network, the F-018 request for water loss detection form will be completed

- for users who have their own connection and request the metrological verification of the connection meter, the F-174 - Request for metrological verification form will be completed

- for other users requesting the metrological verification of the meter, the F-30/PL-007 Order form for metrological verification will be completed

- for electronic invoice transmission, the F-538 - Request for electronic invoice transmission form will be completed

- for submitting a request, the Contact form on the website will be completed by accessing the link https://www.apavital.ro/contact

- for submitting a complaint, the F-530 complaint form on the website will be completed by accessing the link https://www.apavital.ro/formular-reclamatie