Market announcement

Title

AS Tallinna Vesi's operational performance for the first 9 months of 2017

Message

AS Tallinna Vesi´s operational results for the first nine months of 2017 are
consistently good. Positive development trends are seen in the drinking water
and wastewater quality indicators, as well as in customer service quality
standards. 

Reliable water supply and wastewater service

It is imperative that we continue to provide an uninterrupted water and
wastewater service to our customers. We continue to be committed in our
performance to maintain and reconstruct the networks, and improve the water and
wastewater treatment processes. 

In the 3rd quarter, we commissioned a new water pipe, which can provide an
alternative supply to nearly 100,000 people in Tallinn. The alternative supply
pipe is one of the most important investments of the last decade in securing
uninterrupted water supply service to the city. ASTV also opened a new public
water tap on the cycle and pedestrian track on Järvevana Road in order to
improve the availability of pure drinking water for public. 

As a testament to the timely investments made in our assets, the leakage level
in the distribution network has dropped very low – the 9 months average being
only 13.52%. 

Drinking water quality remained excellent during the first 9 months of 2017. In
total, we took 2,225 samples from the consumers´ taps, and carried out 18,330
water analyses during the first three quarters of the year. Similar to the
previous year, nearly all of the samples or 99.91%, were compliant with the
stipulated requirements. Only two samples exceeded the allowed limits. We
always react to such cases promptly, and if necessary complete additional
maintenance work on the network, as we remain committed to keeping the promise
of creating better life with pure water. All results of water quality tests are
up on our webpage. 

AS Tallinna Vesi does not compromise on safety or protecting the environment.
Our final effluent was once again 100% compliant with the applicable permit
requirements during the 9 months of 2017. Maintaining the quality of final
effluent is essential to the continued security of the Baltic Sea, and
therefore we continue to seek possibilities to improve our treatment process
even further. 

High customer service standards

Another key indicator, directly affecting customers, is the duration of
interruptions to water supply. We have managed to reduce the average
interruption time even further over the 9 months of 2017, bringing the average
time down to just 3 hours and 15 minutes. 

A research agency Kantar Emor conducts regular customer satisfaction surveys
for AS Tallinna Vesi. In the 9 months of the year, the customer satisfaction
index reached 4.2 points on a 5-point scale, which is once again an excellent
result. 

The number of customer interactions related to blockages or stormwater
discharge issues has reduced significantly compared to the same period of 2016,
and the number of customer interactions concerning water pressure has reduced
as well. We have also managed to keep our other promises made to customers. 

One of our objectives is to improve our customers’ awareness of the
environmental aspects concerning water supply and wastewater disposal services.
For this purpose, we welcomed a large number of interested visitors during the
Open House Day event at Ülemiste Water Treatment Plant in September and we will
also be launching our annual awareness campaign in the 4th quarter of 2017. 

Operational indicators for the first 9 months of 2017:

Indicator                                                   Unit    2017    2016
                                                                       9       9
                                                                  months  months
--------------------------------------------------------------------------------
Drinking water                                                                  
--------------------------------------------------------------------------------
Compliance of water quality at the customers’ tap            %    99.91%  99.91%
Water loss in the water distribution network                 %    13.52%  15.39%
Average duration of water interruptions per property in      h      3.26    3.51
 hours                                                                          
Wastewater                                                                      
--------------------------------------------------------------------------------
Number of sewer blockages                                    No      520     503
Number of sewer bursts                                       No      109      73
Wastewater treatment compliance with environmental           %    100.0%  100.0%
 standards                                                                      
Customer Service                                                                
--------------------------------------------------------------------------------
Number of written complaints                                 No       29      29
Number of customer contacts regarding water quality          No      177     108
Number of customer contacts regarding water pressure         No      240     247
Number of customer contacts regarding blockages and          No      812     909
 discharge of storm water                                                       
Responding written customer contacts within at least 2       %     99.9%   99.0%
 work days                                                                      
Number of failed promises                                    No        3       4
Notification of unplanned water interruptions at least 1 h   %     98.7%   98.4%
 before the interruption                                                        




         Riina Käi
         AS Tallinna Vesi
         Chief Financial Officer
         Ph: (+372) 62 62 262
         [email protected]