A customer service office was established on Łasicka Street in Bolesławiec to handle customers’ matters comprehensively. At first, a high counter separated employees from customers; today, customers sit at the same desk as the people assisting them.
The Customer Service Office (BOK) of PWiK w Bolesławcu Sp. z o.o. was established in November 2001 at the company’s headquarters at 17 Łasicka Street in Bolesławiec. The idea behind establishing the BOK was to streamline and accelerate the handling of individual matters. In June 2010, after modernization work was carried out on the ground floor of the headquarters, a separate room was allocated for the BOK. The interior was also changed. The worn-out counter was replaced with modern desks.
In May 2014, a Customer Service Office was opened in Lwówek Śląski at 1 Krótka Street. The office in Lwówek Śląski is open on working days from 8:00 a.m. to 4:00 p.m. The PWiK Customer Service Office in Bolesławiec is open Monday to Friday from 7:00 a.m. to 3:00 p.m.
E-invoices almost PLN 30 cheaper for annual bills
Since January 2013, PWiK customers have been issued e-invoices. This saves time and, as it turns out, money, because people who have agreed to receive invoices online are not charged for sending a paper invoice by post. The saving is almost PLN 30 per year.
Recipients of e-invoices help protect the natural environment. An e-invoice does not consume natural resources because it does not exist in paper form, while it has the same legal effect as a traditional invoice; pursuant to the Regulation of the Minister of Finance of 20 December 2012, electronic documents are accepted by tax offices. Everyone has unlimited access to an e-invoice anywhere in the world where Internet access is available. E-invoices are also convenient to store, as there is no need to accumulate paper documents.
What PWiK customers ask about most often
Customers most often ask about water hardness and the pressure in the network. They ask for explanations of the charges shown on invoices, want to know how to separate a water-supply connection and how to connect to the water and sewage network, as well as what to do to avoid paying for sewage when watering gardens, lawns and allotments.
All questions are answered by company employees: Beata Raczyńska-Rzemek, head of the BOK; Iwona Kijanka, customer service inspector (Lwówek Śląski); Bożena Kotwica, customer service inspector (Bolesławiec); and Marek Mankiewicz, customer service inspector (Bolesławiec). Many answers and useful information can be found on the company’s website, pwik.boleslawiec.pl, and by telephone: Bolesławiec – 75 734 10 00 and Lwówek Śląski – 75 612 10 08. Below are answers to several of the most frequently asked questions.
How hard is the water? Following the launch of the Rakowice water treatment station this year, good news for Bolesławiec residents is that the hardness of the water flowing from their taps will decrease. Put simply, the Modłowa station, which Bolesławiec had previously used, supplies hard water, while Rakowice supplies softer water. When hard water from Modłowa flowed through the taps, people complained about greater amounts of limescale accumulating on dishes. This changed with the launch of the Rakowice water treatment station. Rakowice supplies 80% of the water for the urban and rural municipalities.
What is the pressure in the network? This is the most frequently reported problem and may indicate a failure. Customers call to say that their water pressure is too low or too high. Each case is always investigated individually. A team from the water-meter department visits the customer and checks the water pressure—static, when the water is not flowing, and dynamic, when the tap is running. The team takes appropriate action depending on the measurement results. Most often, it flushes a clogged water-meter strainer. The network pressure ranges from 0.5 to 0.35 MPa.
What are the prices and scope of the services provided? The current tariff is available on the company’s website at pwik.boleslawiec.pl. In 2014, the price of 1 m³ of water was PLN 3.21 net, while the price of sewage services was PLN 5.98 net.
The level of charges is influenced, among other things, by the cost of extracting water. The modernization of the station in Rakowice is good news for Bolesławiec residents. It is a rare example of a siphon intake. Extracting water here is simple and inexpensive. The water only needs to be suctioned during start-up; afterward, it flows without additional cost. This will affect the company’s finances and have a positive effect for customers by stabilizing water prices in subsequent tariffs.
What can be done to avoid paying for sewage when watering the garden? It is enough to install an additional water meter on the property’s internal water-supply system as a submeter of the main water meter, intended to measure the amount of water used to water the garden and/or household lawn. Next, an application must be submitted to the Customer Service Office for the technical conditions for installing the submeter.
The Customer Service Office provides full information about how and when matters are handled. Depending on their type, matters can be handled in person, in writing, by fax, by telephone or via our website. The priority is to ensure customer satisfaction and professional service for PWiK customers.
Checking your balance online
There are cash desks in the customer service offices in Bolesławiec and Lwówek. Since this year, payments can be made in cash or by credit/debit card.
A major convenience is the ability to handle matters via the website. Using the appropriate forms, customers can provide their water-meter reading, order paid services, complete surveys and access the e-invoice and SMS programs.
The e-BOK service will be introduced shortly. It will be possible to check your balance online, make payments directly and monitor the progress of a matter.
The BOK also provides additional services: verification and sale of water meters, network diagnostics, laboratory services, design of service connections, and emptying and cleaning separators.
The SMS notification system for issued invoices and payment arrears, as well as direct-debit services, is also important. The SMS service also enables customers to receive notifications about failures and planned work on water and sewage networks in the recipient’s place of residence, the issuance of a VAT invoice for PWiK services, an approaching VAT invoice payment deadline and overdue payments.
We invite you to use our services.
Employees of the PWiK Customer Service Offices in Bolesławiec and Lwówek Śląski.