Frequently asked questions
Frequently asked questions
Questions that are frequently asked of us
1. When are the invoices issued?
Bills are issued every three months, as the year is divided into four billing cycles. The first quarter bill is issued at the beginning of April, the second quarter bill at the beginning of July, the third quarter bill at the beginning of October, and the fourth quarter bill at the beginning of January of the following year. Each region has a specific billing schedule.
2. What documents and fees are required to extend a new water or sewage subscription?
Everything required is detailed on the company's website.
3. When is separation performed, and at what value is the water separated?
The company has the right to disconnect service from non-paying subscribers 19 days after the invoice is distributed, regardless of the amount, and this is shown on the back of the invoice.
4. Who determines the class values?
Based on the company's instructions and according to the program prepared for this purpose by the relevant department.
5. Why isn't a notice distributed before dismissal?
Receiving the invoice means receiving a notice of disconnection in case of non-payment, and this is stated on the back of the invoice.
6. Why aren't the invoices being distributed?
The quarterly cycle is not closed until all invoices have been issued to all subscribers. We constantly check the invoice status on the system, and the customer is responded to based on the invoice's status. An invoice may have been issued on-site or at the office; a lost invoice or not received directly does not mean it was not issued and its value is not due.
7. When will the separated water be reconnected?
The work of the re-metering teams begins after 3 pm and continues until 11 pm. All meter transactions that were settled before 2 pm are included, and any transaction that takes place after 2 pm will have the meter reinstalled the following day.
8. Which employee is responsible for returning the water and what is their phone number?
There is no specific employee for returns, as return teams are distributed through another department and the process takes place daily after 2 pm.
9. What are your objection procedures?
The citizen has the right to object to the value of the bill issued to him, and to proceed with the objection procedures, 25% of the value of the bill being objected to must be paid + 10 dinars objection fee + payment of the unobjected balance.
10. Do you offer installment plans?
The value of the claims can be paid in installments, provided that 25% of the value is paid as a first payment and the rest of the amount is paid in installments according to the instructions specified for this purpose.
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