Hot Line

Hot Line: 305-09-09

Works around-the-clock

Vodokanal's Hot Line has been in operation since 2000 (since 2003 - an independent division).

Today, the operators receive up to 700-800 calls per day.

All calls from customers can be divided into inquires (requests for information about tariffs, procedure of obtaining technical specifications, museum details, etc.) and complaints. Once a request enters the line, the operators start to process it if it is within the scope of Vodokanal's competence, or forward it to other municipal service departments.

Any complains entering the Hot Line are analyzed and investigated in order to identify the problem areas and to take appropriate measures.

Thus, in the first years of the Hot Line operation, many complains were related to insufficient pressure in water distribution networks. In 2004, such complaints amounted to 2673; and in 2008 – only 591, out of which 373 complaints were not confirmed.

The Hot Line is especially proud of the citizens' feedback system. Each request received by the Hot Line is considered to be processed only after a person who made a call confirms it. The Hot Line operator gives him/her a call and gets the first-hand information.

One may call the Hot Line not only in case of emergency. According to the statistical data, the citizens of St.Petersburg more often ask for reference information now.

In 2008, the Hot Line received more than 84,000 inquires; the number of complaints was 4 times smaller - around 23,000. You can always find out phone numbers of relevant Company units; the operators will tell you how to get information on the procedure of obtaining technical specification for connection to the networks, on the rules of meter installation, current tariff rates etc.

The technical equipment of the Hot Line meets the most stringent European requirements regarding call-centers. It includes a multi-channel communication system, call recording and distribution system, "Nezabudka" ("Forget-me-not") system of continuous recording of phone calls, computer equipment, electronic call procesing system, multi-media equipment.

Call failure account for 2% at most, and the waiting time is just several seconds.

Year

Complain

Inquires

2004

30146

55659

2005

24937

55047

2006

24309

83983

2007

18638

73395

2008

18946

84355

2009

18731

93084

2010

25309

116869

2011

25612

111273

2012 27826 108700
2013 26562 120493
2014 24656 112576
2015 23308 97398