Frequently asked questions

 A subscriber is any physical juridical body who has formalized a contract for the provision of water with the providing company.

This is the Subscriber’s Identification Number. This number is assigned to a client when the water provision contract is formalized. Each client will only be assigned one SIN, with as many SubSINs as water contracts that he has, or has had with the company.

This number helps us to quickly identify the client.

On the invoice it appears at the top left, where it says 'Reference'.

According to articles 32 and 33 of Law 3/2004 for the Organization and Generation of Building of the 30th June 2004 (BOE 174 of 20/07/2004) supplying companies may not contract supplies in building which do not have the appropriate licence.

According to Article 226 of the law 5/2014 for the Organization of Land, Urbanization and Community Landscape july 25, 2014 (BOP 231 de 23/09/2014) supplying companies will ask the holder of the building site or activity for an accreditation of the correspondent instruments of urbanistic and environmental intervention that will allow him to carry out the building site or activity in the planned place.

In the majority of locations the amount invoiced includes the following concepts: administrative costs, installation, collocation of the meter and the corresponding finances. You may consult the final amount for activation for a particular population by consulting the tariff section.

You may activate water supply via our telephone hotline, or via our network of Customer Services offices. In the section ‘Requirements’, you will find all the information related to activation water supply, according to your location.

48 working hours after formalizing the contract, except in cases where it is impossible to access the property, contact the client or any other technical or administrative problem related to the owner or client.

If you provide us with a contact telephone number we will always be able to contact you according to any incident related to your water supply or to any current procedures.

In order to be able to manage anything related to your supply online.

To be able to correctly receive mail and emails (franked letters that only the title holder may collect).

You can consult the amount of the change of owner of your town in Contract Requirements.

You can change the ownership of the supply through the customer service telephone, the virtual office, or in our network of public service offices. In the "Contract requirements" section you can consult everything you need to change the ownership of a supply.

A contract can be subrogated in any of the following three situations.

• Death of a person. Your spouse or civil partner, descendants, adopted children, parents or siblings that have habitually lived in the residence for more than two years prior to the death. Two years of living together is not necessary for those in parental custody of the deceased, nor for the spouse or heirs.
• Transformation or merge of juridical entities.
• Separation or divorce in favour of the party who will remain in the residence according to decree or agreement.
• A maximum time period of 6 months as of the causing factor is in place, thus allowing for apply to subrogation, in all cases where there is no outstanding debt in the residence where subrogation will take place or in any other residence of the new contract holder.

You may deactivate the supply via our customer services hotline, our virtual office (through this channel only if you are the owner of this contract), or our customer services offices network. In the section ‘Requirements’ you will be able to find all the information you need according to your population.

This is the invoice that is generated upon requesting deactivation of water supply. The period of time that it considers is from the last invoice to the date of the request for deactivation.

The company will send the notifications and invoices of the supply by email to the address. By default, it is the same supply.

The holder of the supply can modify the address of notifications by accessing the Virtual Office or by calling the customer service telephone number.

We suggest you join the commitment to the environment with the activation of PDF invoices and electronic notifications in your email. Link to High Invoice PDF

Bear in mind that there are two ways that your reading is presented. Regardless of what kind of meter you have, we only take into account the black numbers when you read your meter (m3 reading).

Digital meters: Only read the black numbers.

Arrow meters: Only read the black arrows.

So that we can invoice you correctly and precisely in accordance with what you have consumed and avoid doing estimated readings which may read more or less than the reality.

Via this webpage in the section ‘readings’ in the virtual office.

Completing and sending your auto-reading card by post that the reader will leave in your house if you were out when he came to read your meter. 

By telephone.

In any of our customer services offices.

This is a reading obtained by reading the meter. It may be taken by a reader or provided by the client.

This is the reading used for invoicing if we were unable to obtain the actual reading. There are several reasons why we might not be able to obtain a reading.

• Inability to access the meter.
• Meter in a place which requires a specific key and nobody grants us access
• Breakdown of meter
• Invoicing period inferior to reading period established in the correspondent population.

The payment of the periodic invoices of the service will be carried out preferably by the direct debit system, failing that, you can use the following means of payment:

1) On-Line bill payment with a bank card.

2) Payment at a collaborating bank (if the invoice is on time and includes a barcode for this purpose)

3) with bank card at AIGÜES DE CATALUNYA offices, on business days and during office hours. (Contact)

Via our webpage in the section ‘direct debit’ in our virtual office (you will need to be the contract holder).

Via our customer services hotline.

In any of our customer services offices.

• EASIER. No queues or journeys.
• CONTROL of your payments due to their regularity.
• PEACE OF MIND. In the case of any payment being rejected we will notify you immediately by post so that you may reactivate you bank details via our Customer Services telephone number.
• You may carry out these necessary steps QUICKLY. Using our Customer Services telephone number you will be able manage all the available actions of your services via your direct debit.
• TRANSPARENCY of information about how much you pay. You will receive a statement from your bank with the detail of your consumption and concepts that have been invoiced.
• SECURITY. With direct debit payments there is always proof of payment.
• FREE. We process your payment by direct debit free of charge.

Please pay within 30 days after receiving your invoice.

The supplying entity may suspend service to clients if they do not settle their debts in the time period stipulated in their contract or policy. Invoices that remain unpaid will incur a surcharge if debts have to be claimed by executive means.

If the invoice still hasn’t been settled in the time period stipulated from the cutting off of the supply, the contract will be voided, without prejudice of the rights of the supplying entity of the demand of payment and the compensation for damages or prejudice that may take place.

You must pay all outstanding invoices plus the reactivation charge, provided that your meter has not been removed in which case you will have to request a new supply activation. 

A piece of measuring equipment which calculates water consumption.

A meter is a measuring device with a limited useful life. Once this has passed, the pressure decreases, increasing the risk of inaccurate reading, blocking or obstructions, which will provoke a decrease in the supply pressure in the residence.

While over counting is detrimental for the client in the sense that it produces a superior reading to what has really been consumed, under counting is detrimental for the actual service, not only as uncontrollable consumption of water, which is a scarce resource, but also as it provokes an economical imbalance in the service which, in its case, must be assumed by all of the users, been fair to each client will pay for what he individually has consumed.

All staff in our company carry their company card that they use to identify themselves with, and they are obliged to show it when asked. If you are in doubt over the identity of an operator, please call our telephone hotline where we will confirm it to you.

An official verification is carried out by the Provincial Delegation  responsible for Industry matters. A client may request this if he is not in agreement with the tests carried out by the supplying entity. The charge for this service will be the responsibility of the client if the administration charges determine that the meter is working correctly or is under counting. In the opposite case, the company will assume these charges.

Limescale removal uses a determined quantity of water that is later disposed of to eliminate limescale via the drainage system where the regeneration process is controlled.

If this equipment is attached in the provision tube, before the meter's emplacement, the waste water is not counted by any measuring device, which constitutes a fraud.

To avoid this situation and as indicated in the Basic Document of Public Health (Technical Code of Edification) HS4 water supply , in section  5.1.4.2 Assembling the limescale removal equipment must occur as it will register the water used for the limescale removal, and the personal consumption (registered by divisionary meters). For this reason we require the activation of this meter.

To calculate and invoice the corresponding consumption of limescale removal, we take the registered consumption of the general meter, the sum of the registered consumption by the divisionary meters and then each household receives an invoice.

The loss of payment letter will inform you that your bank has returned the money to you and that from the indicated date the direct debit has become ineffective and no more payments will be made from the account.

To re-establish the direct debit and avoid having your supply cut, contact us by telephone or in any of our customer services offices.

In the supply suspension letter, we inform you that the final date for regular payments has expired, and we are starting the suspension supply process. We informe you as well, that from that date on, the City Council has authorized to suspend your water supply.

You must immediately go to one of our customer services offices to settle the outstanding debt before the date indicated in the letter.

In the letter of real reading we will inform you that we do not have a real reading from your meter for a period of time superior to what is established in the service guidelines, meaning that you may be going a long time with only estimated readings.

Provide us with a real reading for your meter via our telephone hotline or from the ‘readings’ section of the virtual office.

In the elevated consumption letter we will inform you that lately the consumption of water in your property has increased considerably, respect to the usual consumption. This may by due to an erroneous meter reading or a problem associated with the interior installation.

In case of a correct meter reading and no change in your consumption habits, please revise your interior installation.

In a bad conditions of the meter emplacement letter we will inform you that we were not able to change the meter as there was some problem with the positioning.

Once this is rectified, contact us via customer service hotline, to arrange an appointment in order to change your meter.

In the fraudulent use letter, we will inform you that you are using our services illegally as you do not have a contract with the supplying company.

You must take the necessary steps to contract the service, via our customer services offices, our telephone hotline or in the section ‘service activation’ of our virtual office, thus paralyzing any legal or administrative proceedings initiated until that moment.

Contact us via our breakdown service hotline or via our virtual office to report the leak, or fill out the breakdown form.

You should test the following points to determine whether it is an interior installation problem or a problem with the meter:

• Check that the tap filters are not being obstructed.
• That the keys to the meter and the residence or entirely open.
• If pressure is poor in all taps in the residence
• If you have a pressure gauge in your house, check that it is working correctly.

Once you have checked all of these points and the water pressure continues to be poor, contact us via our breakdown number or via our virtual office to communicate the problem.

You may easily see whether you have a leak in your installation by carrying out the following test:

During the night when you will no longer be consuming water, with all taps closed, check your meter reading. The following day, before you use any of the taps, check it again. The readings should be the same. If this is not the case it is possible that you have lost water from an interior installation.

Interior installations of the water supply of a building are ensemble of tubes and their elements of control, manoeuvre and posterior security to the registration key, in the direction of the normal water flow. Maintenance and conservation operations are the responsibility of the property and not the supplier, whose responsibility ends in the registration key situated in the public street in front of the facade of the building being supplied.

Although it seems a small amount, the quantity that is lost from an incorrectly closed cistern can be up to 8640 litres in just 24 hours.

Contact us via our telephone hotline.

Any kind of complaint or incident can be claim by the contract holder or an authorized person. You can make a claim via the available channels: customer service hotline, Virtual Office, our local offices, postal mail or e-mail. All required information is available in the Contact section.

The aim of the regulation of this service is to regulate the relations between the supplying entity who provides drinking water to homes and its clients, stating the rights and obligations of both parties.

• Supply
• Water surcharge (ACA)
• ACA: extension of people (4 or more people)