AAA to Use WhatsApp for Customer Service Notifications
The water utility announced it will add WhatsApp messaging and expand email use to inform customers about service status and outages, urging them to update contact details.
The short version
- El Nuevo Día reported that the AAA will communicate with customers via WhatsApp about their service status and possible outages in their area
- NotiCel reported the initiative starts from next month and that customers should update their cellphone number and email address
- AAA president Luis González Delgado said customers must verify their contact information to receive the notifications directly
- Customers can update details through Mi Acueductos, by phone at 787-620-2482 or at any of 12 commercial offices
New Communication Channels
The Autoridad de Acueductos y Alcantarillados (AAA) announced it will use WhatsApp to send customers information on service status and possible area outages, El Nuevo Día reported. NotiCel reported the initiative will begin from next month. AAA president Luis González Delgado made the announcement in a press release.
González Delgado stated: “Queremos que nuestros abonados reciban directamente la información que necesitan sobre su servicio.” He added that updating cellphone numbers and email addresses is essential. Both outlets reported that contact information will be kept confidential and used only for these communications.
What the sources posted
Posts and statements below are the sources' own words, quoted as published. They are not independently verified.
Queremos que nuestros abonados reciban directamente la información que necesitan sobre su servicio.
Our translation: We want our subscribers to receive directly the information they need about their service.
The source's own statement, as quoted by El Nuevo Día. Not verified by PuertoRico.com.
How to Update Contact Information
AAA director of customer service Edna E. Borges Rivera is quoted in the press release saying customers can update their data through Mi Acueductos, by phone or at commercial offices. According to both El Nuevo Día and NotiCel, the portal and mobile app are available for Android and iOS devices. Users select “Mi Perfil” to verify or change their cellphone number and email.
New users must first register to access their profile. Customers can also call the AAA telephone center at 787-620-2482, available daily from 6:00 a.m. to 11:00 p.m. Another option is to visit one of the 12 commercial offices located in San Juan, Río Piedras, Bayamón, Arecibo, Guayama, Ponce Centro, Caguas, Fajardo, Humacao, Vieques, Aguadilla and Mayagüez, which are open from 7:30 a.m. to 3:00 p.m. without an appointment.
Where the sources differ
Both El Nuevo Día and NotiCel attribute the announcement to an AAA press release and quote the same statements from president Luis González Delgado and director Edna E. Borges Rivera. The outlets agree on how to update contact data and the list of office locations. NotiCel states the initiative begins from next month while El Nuevo Día does not specify a start date in the provided text.
What the reports do not say
The reports do not state when exactly in the coming month notifications will begin, whether all customers will be included at once or in phases, what specific outage details will be sent, or whether customers must opt in to receive WhatsApp messages. They also do not mention any pilot program or expected response rate from customers.
Sources
Every link below was opened and checked when this story was published. Official means a government body, agency or the organization itself; Reporting means a news outlet.
- Official Clientes de AAA recibirán mensajes de WhatsApp con información sobre el estatus de su servicio
- Reporting Clientes de AAA recibirán mensajes de WhatsApp con información sobre el estatus de su servicio
- Reporting La AAA utilizará también WhatsApp para notificaciones a sus clientes
How we checked this
El Nuevo Día and NotiCel both based their articles on the same AAA press release containing statements from Luis González Delgado and Edna E. Borges Rivera. Details on office locations, telephone hours and the Mi Acueductos process rest on that single official release.
Compiled by the PuertoRico.com News Desk from the reports and statements listed above, and checked against them before publishing. It does not include original interviews. Spot an error? Email support@puertorico.com with a link to this story.