EWRC monitors 15 indicators. kazva.bg covers ПК13.
All 42 Bulgarian water utilities must track complaint response times. Non-compliance affects business plan approval and price regulation.
Mandatory Requirement
The EWRC Quality Regulation (НРКВКУ) imposes 15 quality indicators (ПК1–ПК15) on all 42 water utility operators in Bulgaria:
- ПК13: Response time to written complaints - ratio of responses within 14 days to total complaints
- EWRC publishes annual comparative sector analysis
- Non-compliance affects business plan approval and price regulation
kazva.bg provides the customer-facing feedback layer that complements EWRC's operational metrics with perception data.
Regulation on the Quality of Water Supply and Sewerage Services (НРКВКУ), adopted by EWRC (КЕВР)
Water Utilities: 15 Quality Indicators Under Regulatory Oversight
The water supply sector in Bulgaria consists of 42 licensed water utility operators — from large companies operating under international concessions to small municipal enterprises. All are regulated by EWRC (Energy and Water Regulatory Commission), which mandates 15 quality indicators (designated PK1 through PK15). EWRC publishes an annual comparative sector analysis ranking operators on each indicator — results directly affect business plan approval and price regulation. This model of performance-based utility regulation is spreading across the EU, making systematic quality measurement essential for any water operator.
PK13: Complaints as a Regulatory Indicator
Quality indicator PK13 measures the ratio of written complaint responses within 14 days to total complaints received. A low PK13 score signals systemic customer service failures and can trigger regulatory sanctions. Operators must not only respond on time but document every complaint with timestamps, categories, and corrective actions taken.
kazva.bg automates complaint tracking for PK13 compliance and adds a dimension that operational quality indicators do not cover: customer satisfaction perception. QR codes at customer service counters and on billing notices allow subscribers to rate the service in real time. Data is aggregated by district and time period, giving the water operator a customer perception picture that complements the technical indicators PK1-PK12 and PK14-PK15. Utilities consistently score the lowest NPS globally (approximately 15), making any improvement in customer perception a significant competitive differentiator.
What the law requires
ПК13 - complaint response within 14 days
kazva.bg: Covered
Annual quality reporting to EWRC
kazva.bg: Partial
Applicable standards
| Standard | Description | Relevance |
|---|---|---|
| ISO 24510:2024 | Activities relating to drinking water and wastewater services - Guidelines for the assessment and for the improvement of the service to users User needs/expectations assessment | Requires assessment of whether user needs and expectations are met. kazva.bg provides exactly this perception data. |
| EN ISO 9001:2015 | Quality management systems §9.1.2 Customer satisfaction | Water utilities with ISO 9001 certification must demonstrate systematic customer satisfaction measurement. |
Industry benchmarks
| Level | NPS |
|---|---|
| Good | 25+ |
| Average | 10–24 |
| Poor | <10 |
Ofwat C-MeX 2024-25: UK average 73.99/100, top Northumbrian Water 80.36; npsBench 2024: Energy/Utilities USA 15, Canada 16
Utilities consistently score the lowest NPS globally (~15). Complaints are rising across the sector.