Frecuently asked questions

The customer of the service is the individual private person or company that signed the water supply contract with the water company.

This is the Customer Identification Number. The company assigns this number to the customer upon signing the contract for a water supply. A customer has only one CIN and as many subCINs as they have or have had contracts with the company.

This number helps us to rapidly situate the contract in question.

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

In accordance with articles 32 and 33 of Law 3/2004 for the Management and Promotion of Quality in Buildings of 30th June 2004 (BOE 174 of 20/07/2004) water companies cannot draw up contracts to supply properties unless they have the corresponding license.

In accordance with article 199 of Law 16/2005 Valencia Town/City Planning, from Generalitat Valenciana (local authority) of 30th December 2005 (DOGV 5.167 of 31/12/2005) water companies will ask those responsible for the works or activity to produce the corresponding municipal license that allows them to carry out the works or activity on the stated premises.

You can get a supply contract by telephoning our customer services (96.386.05.55), through our virtual office, or in one of our customer services offices. In our section “Requirements” you can find out all you need to know according to your municipality.

One workday after the signing of the contract unless it has been impossible to access the property, to get in touch with the customer or if there have been technical problems with the installation.

If you give us a telephone number we can always contact you about any incidents affecting your supply or the necessary paperwork.

So you can use the services offered by our virtual office in the Internet
So you can receive your post correctly as well as any certified post that can only be picked by the person named on the contract.

Changing the name is free except in municipalities where the municipality demands the payment of a fee.

You can change the name on a contract by telephoning our customer services (96.386.05.55), through our virtual office, or in one of our customer services offices. In the section “Requirements” you can find out all you need to know according to your municipality.

You can subrogate a contract under the following conditions: 

• The death of an individual. You can subrogate your spouse or common-law partner, children, officially adopted children, grandparents and siblings that were habitually sharing the property during the two years before the death. These two years of shared living are not necessary for those under the legal protection of the dead person, the spouse or the heirs
• The transformation or merger of companies.
• Separation or divorce favourable to the party having preferential use of the property dictated by law or agreement.

There is a maximum time limit of 6 months from the date of death in which to ask for a subrogation. In all cases, there must be no situation of debt on the property to be subrogated nor on any other property owned by the new party.

You can cancel the supply by telephoning our customer services (96.386.05.55), through our virtual office (through this channel only if you are the owner of this contract), or in one of our customer services offices. In the section “Requirements” you can find out all you need to know according to your municipality.

It is the bill that is issued when you cancel your water supply. The period of time contemplated is that between your last bill and the date of cancellation

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

To read your metre we have to take into account that there are two ways of presenting the reading. Whatever the format of the metre, we only read the figures in black to give us the reading in m³.

• Digital metres: the reading is taken from the figures in black only.
• Dial metres: the reading is taken from the black dials only.

In order to bill the exact consumption and so avoid billing on an estimated reading which could give a result that is too high or too low.

• Through this web site in the section on readings in our Virtual Office
• By filling in and posting the customer’s reading card left by the metre reader when they cannot obtain access to your metre.
• By telephoning our customer services (96.386.05.55)
• By taking your reading to any of our customer services offices

Company personnel are issued with a company identification card and must show this to the customer whenever asked to do so.

One that has been taken by reading the metre. It may be taken by the metre reader or provided by the customer.

One that is used for the purposes of billing when a real reading has not been obtained from the metre. There can be several reasons why we cannot obtain a real reading from a metre:

• The metre is inside the property and there is no access to it.
• The metre room is locked and there is nobody available with the key.
• The metre is broken.
• The billing period is shorter than the period between readings in some municipalities.

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 EGEVASA offices, on business days and during office hours. (Contact)

• Through this web site in the section on bank orders in the Virtual Office (you need must be the named customer on our contract)
• By telephoning our customer services (96.386.05.55)
• In any of our customer services offices

• Greater CONVENIENCE, without leaving home, without queuing.
• Complete CONTROL over payments as they made regularly through your bank account.
• Greater PEACE OF MIND. If a bank payment is returned we send you a letter of warning about the situation and you can update your bank details by telephoning our customer services.
• SPEED in any of your dealings with us. By telephoning our customer services you can use your bank order to resolve endless enquiries.
• TRANSPARENCY in the information about what you are paying for. Your bank will send you a receipt itemising your consumption and all concepts included in your bill.
• SAFETY. By paying through the bank, you have a clear record of who paid the bill.
• FREE. We send the bank your bill without charging you a thing.

The period of time contemplated for voluntary payment is 30 month-days form the issue of the bill.

The tariffs applicable for your water supply are shown on this web site depending on your municipality.

The water company may cut the supply to customers or users if the latter do not, in the established period of time, cover the charge for their services as stipulated in the supply contract or policy. This will not impinge upon the company’s rights to chase up, by legal action, any up-paid bill.

Once exhausted the established period of time from the moment of the cancellation of the supply, the pending bills not being paid, the contract will be considered null. This will not affect the water company’s rights to continue demanding payment or compensation for any inconveniences suffered.

You have to pay all outstanding bills and the bill for reconnecting your supply. However, if you no longer have your metre you will have to open a new account with us.

Although it may seem to be loosing just a little water, you could lose up to 8640 litres in 24 hours.

It is a mechanical measuring device that shows the amount of water consumed by the customer.

As a mechanical measuring device, the metre has a limited life span. Once this has been exhausted it ceases to measure accurately and there is an increased risk of over or under measurement. It may also suffer from blockage or obstruction that could lead to a fall in water pressure within the property.

While over-measurement is prejudicial for the customer as it produces a reading in excess of the cubic metres actually consumed, under-measurement is prejudicial as well as it not only causes a lack of control over a scarce resource but also creates an economic unbalance in the service as a whole which must be covered by all customers. We feel it is much fairer from each customer to pay for their actual consumption.

Company operators can never ask you to pay for anything. If said operation carries a surcharge, it will be included in a bill issued by the water company and which can be paid in one of our offices or by bank order.

Company personnel are issued with a company identification card and must show this to the customer whenever asked to do so. If you ever have a doubt about the identity of one of our operators, please contact us through customer services (96.386.05.55) in order to confirm their identity

For an official verification of the performance of a metre you must apply to the Provincial Delegation for Industry. If a customer does not agree with the trials the water company carries out, the customer must address themselves to the former body. The cost of this verification will be born by the customer if it is found that the metre is working well or fails in favour of the customer. If the opposite is the case, the water company will pay the costs.

The descaler, in order to work correctly, uses a certain amount of water that is later rejected to eliminate the excess lime and wash it down the drains. The so called regeneration process.

As these devices are placed in the feed pipe before reaching the water meters, the waste water is not measured at all – which is actually considered a fraud.

In order to avoid this, and following the dictates of the Basic Document of Sanitation (Código Técnico de la Edificación) HS4 Water Supply, in section 5.1.4.2 Installation of descaling devices, the device should always be installed after a meter so that the real consumption of water can be measured for said device as well as for each household (under contract to each owner).

To calculate and bill the consumption for the descaler from the general meter, the consumption already calculated and billed for the individual meters will be detracted from the general meter and the difference will be billed.

In the letter about loss of details, we inform you that your bank has returned your bills and, since the date indicated, your bank order no longer works and therefore will no longer pay your bills through the account.

To make out a new bank order to pay your bills and to avoid any cuts in your water supply, please get in touch with us by telephoning our customer services (96.386.05.55) or by visiting one of our customer services offices.

In the suspended supply letter, we inform you that the voluntary period of payment for the bill/s mentioned in the letter has expired and the process for suspending the supply has been initiated. We also inform you about the date from which the water company has been authorised by the local council to suspend the supply to your property.

Please visit one of our customer services offices and pay the outstanding bill/s before the date given in the letter for doing so.

In the letter about no real reading, we inform you that we have not had a reading from your metre for a period of time in excess of that established in the service regulations. This continuous estimation of consumption may well not be in your interest.

You can inform us of a real reading by telephoning our customer services (96.386.05.55) or through the section “readings” in our Virtual Office.

In the letter about high consumption, we inform you that we have noticed a considerable increase in your latest consumption compared to previous readings. This may be due to a mistake in the reading, to a change in consumer habits or to a problem with your interior plumbing.

If the reading is proved to be correct and there has not been a change in consumer habits, we suggest you check out your interior plumbing.

In the letter about bad conditions in the site location, we inform you that we have not been able to change the metre for your account due to some deficiency at the site location.

Once the deficiency has been repaired, please get in touch with us by telephoning our customer services (96.386.05.55), and make an appointment for the change of the metre.

In the letter about fraudulent use, we inform you that you are using the water service in an illegal way, as you do not have a contract to use the service with the water company.

Please start the necessary procedure to ask for a contract by visiting one of our customer services offices, by telephoning our customer services (96.386.05.55) or in the section “getting a supply” in our virtual office. This will automatically stop any legal proceedings that may have been started.

Please get in touch with us by telephoning our emergency services (96.362.01.19) or through our virtual office, or fill out the breakdown form.

Please check the following to see if the problem lies with your interior plumbing or with the metre:

• The filters in your taps are not obstructed.
• The general connection taps to the metre and the property are fully open.
• The lack of pressure is the same in all taps in the property.
• If your building has need of a pump, that it is functioning correctly.

Once you have checked all these points and the water pressure is still not enough, please get in touch with us by telephoning our emergency number (96.362.01.19) or through our virtual office

It is very easy, you can check to see if you have a leak by doing the following:

At night, once all water consumption has stopped and all the taps are turned off, take a reading from your water metre. The next day, before you turn on a tap, take a new reading. It should be the same. If not, you may have a leak.

All installations for the water supply within a property (including the network of pipes and their control, management and safety elements as well as their maintenance and conservation) are the responsibility of the property and not the water company. The water company is only responsible for taking the water to the connection for the property and this can be found in the street in front of the façade of the property in question.

Even though it may seem to be a small quantity of water lost from a leaky toilet, you can lose up to 8640 litres in 24 hours.

Get in touch with us by telephoning our customer services (96.386.05.55) or through our virtual office and tell us about it.

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.

• Supply

Collected on behalf of the Generalitat Valenciana destined to cover the cost of the treatment and purification of wastewater as well as the construction of Wastewater Treatment Stations (WWTPs). Wastewater that must be treated and purified so that it is not harmful to our environment. The Generalitat Valenciana is the institution in charge of the construction of adequate facilities for this purpose as well as their operation and maintenance. It consists of a service fee and a consumption fee that depends on the m3 of water consumed.

TAX RECOVERY 2023/2026 (Deferral, installments without interest):

The fixed and variable quotas of the sanitation fee reported for the measured or estimated consumption made from August 2022 to July 2023, both inclusive, will be required on the receipts or invoices issued during the months following July 31 2023 by means of identical fractions, until 30/09/2026 (Law 11/2023)

More information on the EPSAR WEBSITE.

Fee for provisions of Metropolitan Service of Treatment and Elimination of Urban Waste.

This is the fee for the use of the metropolitan service of treatment and elimination of urban waste. It it is regulated by the Fiscal Order published in the Official Bulletin of the Province of Valencia, 28th August 2008. The current tariff was published in the bulletin nº 306 dated 24th December 2014, the bulletin nº 250 of 31st December 2015 and the bulletin nº 246 of 27th December 2017.

This is a different free from what we pay for general rubbish collection because it is destined at the treatment and valuing of urban waste as well as its elimination via compost parks, eco-sites and elimination plants.

This fee is obligatory in all private homes and businesses.