Sustainability Report 2021

SUMMARY Presentation Message from Management The Águas do Brasil Group Integrity and Transparency Fostering Universal Access to Sanitation Water Security Efficient and Climate Change Water Our Utility Companies About this Report GRI Summary Corporate Information Cycle Focus on timely payments The special and reduced tariffs (social tariffs) benefit thousands of families and communities that fit the defined criteria. The Group also carries out business actions to maintain an open, direct, and close contact with the communities, considering their needs and promoting timely payment. Special installment payment conditions and exemption from interest and late payment fines are offered by the utility companies in actions and events that promote proximity with the population and the updating of customer records. Campaigns such as Saldão de Dívidas, Black Friday, and Conta em Dia are designed to make negotiations more flexible and maintain compliance. Recupera is an expert system that executes and monitors the necessary collection actions. Its main objective s to direct and execute the actions of the collection ruler in an automated way, based on the best strategy to reduce accounts receivable and increase collection, in addition to generating performance reports on these actions. In 2021, the company's collection management increased the negotiated volume by 34%, the equivalent of 545,000 additional negotiations per month. Four campaigns with flexible negotiation conditions offered ease of payment to customers and recovered, until November 2021, BRL 20.7 million. Customer satisfaction Customer satisfaction is measured on an ongoing basis to assess opportunities for improvement and to strengthen the relationship. When being served in any channel, Sustainability Report 2021 customers are encouraged to respond to a survey that records whether the request was answered and their satisfaction with the service provided by the attendant and with the provision of the service. In addition to the survey, there are processes for monitoring the assistance provided and feedback from the areas to increase satisfaction, with continuous improvement of processes and enhancement of the experience. Occasional demands related to the services of the utility companies are proactively addressed by the relationship area, which informs the customers. In 2021, the systemic functionality In 2021, 83% of the services provided received a positive evaluation. was improved to include information on preventive and corrective maintenance and supply problems. In Zona Oeste Mais Saneamento, the percentage of positive customer evaluation for the year 2021 was 77%. 22 32

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