Complaints about the services of Sabesp, the water utility company in São Paulo, have nearly tripled in the past two years, reflecting significant dissatisfaction among consumers.
In recent years, the Companhia de Saneamento Básico do Estado de São Paulo (Sabesp) has faced a substantial increase in customer complaints, with figures rising from approximately 3,700 complaints in 2023 to nearly 10,000 in 2024, an alarming increase of 162%. This surge in grievances comes as consumers express their frustrations primarily regarding billing issues and water shortages, indicating a growing crisis in the service provision by one of Brazil's largest sanitation companies.
The backdrop to this rising discontent coincides with the privatization of Sabesp, which was completed in 2024 under the governance of Tarcísio de Freitas. The privatization marked a significant shift in the management of a utility that provides essential water services to 28 million individuals across the São Paulo metropolitan area, raising concerns about the quality and reliability of services following its change in ownership. The sale generated a windfall of R$ 14.8 billion for the state, but the tangible benefits of this move remain to be seen amid escalating consumer complaints.
A specific incident, such as the extended lack of water supply faced by residents in the Horto do Ypê condominium, where inhabitants went over 80 hours without water due to a network issue, illustrates the severe consequences of these service failures. As Sabesp undertakes operations to repair its infrastructure, the growing number of complaints, coupled with the recent privatization, raises essential questions about the future of water services in São Paulo and the ability of the new management to address the urgent needs of its customers effectively.
