2020 Sustainability Report| Global challenge | 77 Contingency Plan Priority objectives Limit and minimise the impact Guarantee the continuity of end-to-end Protect the health generated by the coronavirus water cycle services of both employees crisis on its activity to all citizens, especially the most and users vulnerable It also communicated that it would suspend cutting off supplies due to user non-payment to help them cope with the severe economic situation. Aqualia encouraged its clients to use electronic channels • Organisational measures and tools to make their enquiries and manage procedures. They were able to guarantee the same quality of service • Cleaning, disinfection and ventilation because workers were quick to adapt. This new measure was very well received by clients, and in a few weeks • Management and follow-up of cases among the staff there were already over 60,000 active users on the website and the mobile app. • Management of telecommuting However, health and access to water for all citizens were A number of training sessions were given on general not Aqualia's only priority issues. In its fight against the issues concerning the disease, protection measures were virus, the company began to work hand-in-hand with also provided and telecommuting was implemented institutions and unions to guarantee safety measures as a containment measure.Employees were also given for its workers, especially those who had to continue to advice on physical activity, nutrition and emotional work outside their homes and who were therefore more management. exposed. Technical guidelines were prepared, constantly reviewed and updated with regard to: