By Paulo Fonseca

Protecting consumers in the water sector goes beyond economics – it’s about public health, environmental sustainability and human rights. Any EU strategy on water resilience must put people first, with binding national commitments and a clear framework for water justice, writes Paulo Fonseca, advisor on strategy and public affairs at the Portuguese Association for Consumer Protection, DECO.

Water is a human right, as formally recognised by the United Nations since 2010. Beyond that, it is a fundamental resource for human life and our ecosystems.

However, this vital resource is increasingly coming under pressure, both globally and in certain European countries. Persistent droughts and extreme weather events, over-exploitation, pollution and weaknesses in management and distribution systems are today a tangible reality for millions of people. The recent EU Blue Deal, presented by the European Economic and Social Committee (EESC) in 2023, marks a decisive step towards placing the water sector at the centre of EU policymaking. Nevertheless, for this or any other initiative to be truly effective, it is essential that the rights and needs of consumers are placed at the heart of all related decisions.

First and foremost, as with energy poverty, it is crucial to tackle water poverty. This concept must be fully integrated into EU policies on cohesion, social justice and consumer protection, as many citizens still lack access to water in sufficient quantity and quality to ensure a dignified life. Others, due to economic vulnerability or exposure to climate change, face the real risk of losing that access altogether. This implies that both physical access and economic affordability must be treated as core principles, particularly to ensure that water tariffs reflect not only the cost-of-service provision but also the principles of social justice and consumer protection.

Similarly, the increasing risk of droughts calls for a joint and preventive European response. The climate crisis is making drought episodes more frequent, prolonged and severe. Water scarcity cannot be managed solely through restrictions on domestic consumption. Instead, it requires comprehensive action involving all sectors – from agriculture and industry to tourism. Efficient water use must become a strategic priority, but this also calls for clear commitments and safeguards from policymakers.

Safe water constitutes another critical dimension. The Water Framework Directive and the recent recast of the Directive on the quality of water intended for human consumption represent significant legislative progress, but their implementation remains uneven across the Member States. Pollution and the effects of climate change pose serious threats that must be urgently mitigated. In addition, access to information, transparency in monitoring and the right of consumers to be informed about the quality of the water on their bills must be strengthened at the European level.

It is also important to point out that water is delivered through a complex system, characterised by different governance and management models across Europe. For this reason, it is vital to apply the ‘quality by design and by default’ principle by developing a concrete consumer framework regarding contracts, billing, complaints handling and dispute resolution schemes, especially when the service is provided under natural monopoly conditions. A robust model must be put in place at European level to hold providers accountable, ensure transparency, prevent water losses and ensure compensation for consumers when obligations are not met.

The EU Blue Deal calls for an integrated approach, linking water policy with the green, energy and digital transitions. We strongly support this comprehensive perspective, but it is imperative that consumer rights are not diluted in the process. On the contrary, multiple opportunities exist to make the sector more resilient. One such opportunity lies in digitalising the water sector, including the use of artificial intelligence to reduce water losses, rolling out smart meters to help consumers monitor and manage their water consumption more effectively, and developing different tariffs adapted to individual consumption profiles.

The Portuguese Association for Consumer Protection, DECO, plays a pivotal role in safeguarding consumer rights in the water sector. Through awareness campaigns, tariff monitoring, consumer engagement and close cooperation with companies and regulators, we have consistently advocated for fair tariffs that are aligned with household income and the real cost of the service, for the provision of safe services with positive impacts on efficiency and for the active involvement of consumers in water governance mechanisms.

In December 2024, DECO participated in the EESC's European Consumer Day themed Water challenges: Exploring consumer perspective - Moving ahead on EU Blue Deal. The event shed new light on protecting consumer water rights and promoting water-efficient consumption by encouraging changes in consumer habits, supported by innovative tools and technologies to make water use more sustainable.

Protecting consumers in this sector goes beyond any economic or social goal. It is also a matter of public health, territorial cohesion, environmental sustainability and respect for human rights. For this reason, any EU water resilience strategy must place consumers at the heart of every decision. It is urgently necessary to ensure binding commitments from Member States, ambitious national policy measures and a framework of water justice for all.

Paulo Fonseca is advisor on strategy and public affairs at DECO, the Portuguese Association for Consumer Protection, DECO, is the country’s largest independent non-profit organisation dedicated to defending consumer rights through legal support, education, advocacy and nationwide services.