During the alarm state, as a safety measure, water consumption was estimated, as set out in the Regulations on the Home Water Supply. Once the actual reading has been obtained, the situation has been regularized.

From HIDRALIA we want to remember that, due to the state of alarm, water service personnel did not go out on the street to read meters, to avoid unnecessary risks to staff and users and greater damage to the population, so it proceeded to estimate water consumption in that period, as marked by the Regulations on the Home Supply of Water approved by Decree 120/91 of 11 June and amended by Decree 327/2012 of July 10 (Art. 78).

Artículo 78.- ESTIMATED CONSUMPTION

Where it is not possible to know the consumptions actually realized (...) the consumption turnover will be made according to the consumption made during the same period of time and at the same time of year (...) In cases where historical data do not exist in order to obtain the average referred to in the preceding paragraph, consumptions shall be determined on the basis of the average obtained on the basis of known consumptions from previous periods. If this is also not possible, consumption equivalent to the nominal capacity of the meter will be billed for fifteen hours of monthly use...

That estimate has therefore always been made in accordance with the Regulation, mostly on the same period as the previous year. Further than, in view of the exceptionality of an unforeseen situation, and being aware that the alarm status decreed the suspension or closure of certain activities, those subscribers were estimated to be zero consumption during the period of their cessation of activity. This exceptional measure was communicated to the industry-competent body of the Junta de Andalucía, which sent us a letter of approval.

In May, our staff began reading the accountants. Once the actual reading has been obtained, the situation has been regularized, and the estimate made has been offset in the next invoicing, upwards or down, depending on the difference between estimated consumption and actual consumption. This is what appears on invoices with the concept of "estimate adjustment", where the amount to be cleared, up or down, is reflected, depending on each case.

On the other hand, we remember that Hidralia suspended all power outages at the start of the alarm state. For years, we have followed a policy of not cutting off the water supply to people in situations of economic vulnerability. With the health emergency, this measure was extended to all of our users, paralyzing any debt claim action or outages. In this way we have ensured that a basic good such as water reaches all homes. At a time when hygiene has also become an indispensable action to prevent the spread of COVID 19.

It was also extended within the voluntary payment period of all invoices issued from the date of the alama decree (March 14, 2020), to 30 days after the end of that state.

Finally, we recall that Hidralia maintains the following measures:

• We defer and split the payment of invoices, without interest, to all groups that, in the face of this exceptional situation, have difficulty paying their bills.

• We have a fixed quota plan (Plan 12 Drops), which can be requested by any user and that allows them to pay the same amount each month based on the consumption of the previous year, regularizing the situation at the end of the year. In the event that the amount is greater or less than that consumed, it will be refunded or financed for payment in the following months, respectively.

• We offer the possibility to choose the preferred date of the month for direct debit.