Quality management. Quality system certification

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Gonzalo Velázquez Sandoval
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1 Presentation / Certifications Quality management The Group's Quality and Environmental Management Office is responsible for introducing and maintaining the ISO 9001:2008 quality management system. The Group has been certified with ISO 9001 (certificate FS629507) by the British Standards Institution (BSI). This system is a management tool for: Customer satisfaction Continual improvement in process effectiveness and efficiency Determining and meeting specifications Identifying and meeting regulatory and other requirements As part of the Management System, each unit establishes specific goals and objectives, focused on improvement, and carries out periodic monitoring. The objectives are aligned with the strategies and objectives set by the Management. Quality system certification Ø Complete water cycle management service: Safe drinking water supply and associated management services. Management of sewerage systems. Wastewater collection, treatment and discharge control, and services of operation, conservation and maintenance of wastewater treatment plants, pumps and networks of wastewater pipe systems. Management of plants and sludge processing. Sample-taking service, and analysis of water, sludge, waste, soils and sediments. Physicochemical analysis of pipes, soils and water. Test laboratory and checking meters. Hydraulic and environmental engineering: creation of basic engineering studies and projects, and detailed design projects for the complete water cycle. The drawing up of tenders for the execution of works. The implementation of infrastructure, works management and technical support. Operation, conservation and maintenance of water infrastructure. Commercial management associated with the complete water cycle. Management of the supply chain. Consultancy services, development and implementation of information systems.

This system is a management tool for: Customer satisfaction Continual improvement in process effectiveness and efficiency Determining and meeting specifications Identifying and meeting regulatory and

2 Consultancy services, implementation and maintenance of: management systems, work safety, technical support and coordination of safety for construction works and energy efficiency projects. Ø Internal management services: Design, development and implementation of computer applications. Internal customer services and technical support for IT solutions. Pricing management. Management of the preparation of financial-economic reports. Management of personnel, salaries and social insurance. Ø External management services: Services for cleaning roads, public buildings, and collection of animals, among others. Maintenance of parks and gardens, urban irrigation network, fountains, and swimming pools, among others. Administrative management of the maintenance service for buildings and contents. Census management. Management of sports and leisure facilities and services. The scope can be consulted in more detail in the Group's ISO 9001 certificate. Key certifications The main certified companies in the Group, in accordance with ISO 9001 on Quality Management are: Ø Spain AGAMED - AGUAS DEL ARCO MEDITERRÁNEO, S.A. AGUAS DE ALBACETE, S.A. AGUAS DE AVILÉS, S.A AGUAS DE BENAHAVIS, S.A. AGUAS DE CIEZA, S.A. AGUAS DE HUELVA, S.A. AGUAS DE JUMILLA, S.A.

Management of the preparation of financial-economic reports. Management of personnel, salaries and social insurance.

3 AGUAS DE LEÓN, S.A AGUAS DE LORCA, S.A. AGUAS DE LUCENA, S.L. AGUAS DE MONTILLA, S.A. AGUAS DE PUERTOLLANO, S.L. AGUAS DE TELDE, GESTIÓN INTEGRAL DEL SERVICIO, S.A. AGUAS DE VALLADOLID, S.A. AGUAS DE ZARAGOZA, S.A. AGUAS MUNICIPALIZADAS DE ALICANTE, EMPRESA MIXTA - AMAEM AGUASVIRA- AGUAS VEGA SIERRA ELVIRA, S.A. AIGUA DE RIGAT, S.A. AIGÜES COLOMENQUES, S.L. Aigües de Barcelona, Empresa Metropolitana de Gestió del Cicle Integral de l Aigua, S.A. AIGÜES DE CULLERA, S.A. AIGÜES DE L'HORTA EMPRESA MIXTA AIGÜES DE L HORTA, S.A. AIGÜES DE SANT PERE DE RIBES, S.A. AIGÜES I SANEJAMENT D'ELX, S.A. AIGÜES MUNICIPALS DE PATERNA, S.A. ANAIGUA, S.A AQUA DEVELOPMENT NETWORK AQUALOGY SOLUTIONS, S.A. AQUAMBIENTE, SERVICIOS PARA EL SECTOR DEL AGUA, S.A.U. AQUAOURENSE SOCIEDAD PROVINCIAL DE AGUAS Y MEDIO AMBIENTE, S.A. AQUARA, GESTIÓN CICLO INTEGRAL DE AGUAS DE ARAGÓN, S.A.U. AQUARBE, S.A.U. AQUONA, GESTIÓN DE AGUAS DE CASTILLA, S.A.U. AQUANEX, SERVICIO DOMICILIARIO DEL AGUA DE EXTREMADURA, S.A. AQUATEC, PROYECTOS PARA EL SECTOR DEL AGUA, S.A.U. ASTOSAM - AGUAS Y SANEAMIENTO DE TORREMOLINOS, S.A. ASTURAGUA, SERVICIO INTEGRAL DEL CICLO DEL AGUA, S.A.U. ATERCA, AGUAS TERMINO DE CALVIA, S.A. CANARAGUA CONCESIONES, S.A. CANARAGUA MEDIOAMBIENTE, S.A.U.

A. AIGÜES DE CULLERA, S.A. AIGÜES DE L'HORTA EMPRESA MIXTA AIGÜES DE L HORTA, S.A. AIGÜES DE SANT PERE DE RIBES, S.A. AIGÜES I SANEJAMENT D'ELX, S.A. AIGÜES MUNICIPALS DE PATERNA, S.A. ANAIGUA, S.

4 CAPSA COMPANYIA D AIGÜES DE PALAMOS, S.A. COMAIGUA, S.L. DEPURADORES D'OSONA, S.L. EMARASA EMPRESA MIXTA DE AGUAS RESIDUALES DE ALICANTE, S.A. EMASAGRA - EMPRESA MUNICIPAL DE ABASTECIMIENTO Y SANEAMIENTO DE GRANADA, S.A. EMATSA EMPRESA MUNICIPAL MIXTA D AIGÜES DE TARRAGONA, S.A. Empresa D Aigües i Serveis de Cervera i la Segarra, S.L. EMPRESA MIXTA D AIGÜES DE LA COSTA BRAVA EMUASA - EMPRESA MUNICIPAL DE AGUAS Y SANEAMIENTO DE MURCIA, S.A. HIDRALIA, GESTIÓN INTEGRAL DE AGUAS DE ANDALUCÍA, S.A. HIDRAQUA, GESTIÓN INTEGRAL DE AGUAS DE LEVANTE, S.A. HIDROBAL, GESTIÓN DE AGUAS DE BALEARES, S.A.U. HIDROGEA, GESTIÓN INTEGRAL DE AGUAS DE MURCIA, S.A. LABAQUA, S.A. LOGISTIUM, SERVICIOS LOGÍSTICOS, S.A. SERMUBENIEL, S.A. SIMMAR, SERVEIS INTEGRALS DEL MARESME, S.L. SOREA, SOCIEDAD REGIONAL ABASTECIMIENTO DE AGUAS, S.A. STC, S.A. TEIDAGUA, S.A. UTE DEPURACIÓN VALLE DEL VINALOPÓ UTE SALEAL UTE SANT VICENÇ DELS HORTS UTE E. SOLER - AQUAGEST MEDIO AMBIENTE UTE SANEJAMENT MONTORNES VIAQUA, GESTIÓN INTEGRAL DE AGUAS DE GALICIA, S.A.U. Ø United Kingdom BRISTOL WATER PLC Ø Mexico AGUAS DE SALTILLO, S.A. DE C.V.

A. HIDRALIA, GESTIÓN INTEGRAL DE AGUAS DE ANDALUCÍA, S.A. HIDRAQUA, GESTIÓN INTEGRAL DE AGUAS DE LEVANTE, S.A. HIDROBAL, GESTIÓN DE AGUAS DE BALEARES, S.A.U. HIDROGEA, GESTIÓN INTEGRAL DE AGUAS DE MURCIA, S.

5 Ø Cuba AGUAS DE LA HABANA AGUAS VARADERO Ø Colombia AGUAS DE CARTAGENA, S.A., E.S.P. Ø Chile AGUAS ANDINAS, S.A. AGUAS MANQUEHUE, S.A. AGUAS CORDILLERA, S.A. ANÁLISIS AMBIENTALES, S.A. (ANAM) ECORILES, S.A. EMPRESA DE SERVICIOS SANITARIOS DE LOS LAGOS, S.A. (ESSAL) GESTIÓN Y SERVICIOS, S.A.

A. ANÁLISIS AMBIENTALES, S.A. (ANAM) ECORILES, S.A. EMPRESA DE SERVICIOS SANITARIOS DE LOS LAGOS, S.

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