Customers have the right to submit complaint to Service Provider if they deem that conditions of Service Contracts, Customer Charter or Rules issued by WWRO, has not been respected.

Service Provider (either for water and wastewater services or waste services) is obliged to respond in a reasonable term:

•  Within 10 working days for commercial complaints regarding billing, change of address etc.
•  Within 6 hours for technical complaints as: water shortfalls, low pressure, pipe bursts, water quality etc.
•  Within 6 hours for technical complaints regarding provision of waste collection services.

In case a Service Provider does not comply with these terms or customer is not satisfied with a response, then he/she can address the complaint to Customer Consultative Committees (CCC) in his region in writing, in one of the following ways:

• In premises of all Water and Waste Service Providers – at Customer Services, in special box dedicated for complaints directed to CCC:
• At address of WWRO: St. Ferat Dragaj 68 Prishtinë;
• Via e-mail: syle.syla@wwro-ks.org

 CCC will review a complaint and recommend solution of the issue to WWRO in reasonable term.