2020 Sustainability Report |As clear as water. Sustainable and transparent governance | 43 Whistleblowing Channel Aqualia hosts a Whistleblowing Channel on its website Director of Regulatory Compliance, who then proceeds that is accessible to public of interest, clients, suppliersto undertake a follow-up. and employees, with accessibility for the latter via Intranet One. This channel may be used to report In 2020 a total of 34 alerts were received on the anything with regard to labour welfare, compliance Whistleblowing Channel, 29 from Spain and 5 of with regulations, quality of customer service and international origin. environmental impact. These reports are then classified by the FCC Group's Compliance Committee, which Alerts on the assesses them and proceeds to file them for the record Whistleblowing Channel or takes the necessary measures to resolve them. All notifications corresponding to Aqualia received through the Whistleblowing Channel are notified to Aqualia's 29 from Spain and 5 of international origin Issues that may affect public or environmental health Others 1 (3%) 13 (38%) 34 Non-compliance withinternal regulations3 (9%) Total number Regarding labour of alerts Issues relating to client disputes management 8 (24%) 9 (26%) This year, an increase was observed in alerts with effects of the COVID-19 pandemic, since the inability regard to client management that were considered to of clients to visit offices has led them to seeking online be irrelevant and should have been submitted via the communication channels for their complaints and/ Aqualia contact service. This increase may be due to the or claims.