76| 2020 Sustainability Report |Global challenge Actions and lessons learned during COVID-19 As part of its work to protect public health, Aqualia actively collaborated with all Administrations to detect possible traces of coronavirus in wastewater. Context and approach for the pandemic 2020 represents a milestone inModern Times. Anthe pandemic. This led to measures being taken based unprecedented challenge,accompanied by extremeon restricting the free movement of citizens, with the complexity that affected politics, paralysed the economyresulting effect on businesses in different sectors. and changed social customs around the world, caused by the emergence of a virus of unknown origin, detectedFor some time activity was virtually restricted to those in China.It was SARS-CoV -2, known as COVID-19,activities considered essential, including the management highly contagious, with flu-like symptoms but with muchof the end-to-end water cycle undertaken by Aqualia. For higher mortality. this reason, throughout the entire period, the company increased its efforts to guarantee drinking water and Due to the dynamics of globalisation, the virus spreadsuitable sanitation to all citizens in those areas where it is rapidly through many countries and the World Healthpresent, as this is seen as an essential right and it was the Organization classified it as a pandemic in March 2020.key to the correct management of the situation created This fact forced all countries to take a strong positionby the virus. in order to guarantee public health and to mitigate 60,000 As a first important measure, Aqualia closed all itscustomer service offices from 15 March, one day after t the state of alarm was declared in Spain. As it became ac iv e us ers necessary, the company applied this policy of closurein other countries. on Aqualia's website and mobile app