• Inquiries about the services provided

    The company is keen to adhere to the highest standards of service delivery and take all necessary measures to simplify, facilitate and accelerate the procedures for its customers to access water and sanitation services.The Aqaba Water Services cover the entire area of the city of Aqaba to include the different areas of the Aqaba Governorate, further extending to reach Ma’an Governorate.

    The company provides water services to all participants in the Governorate of Aqaba. The sewage service is limited to the city of Aqaba. Sewage services are currently not available in the Qweira, Daisa and Wadi Arabadistrictsdue to the absence of coverage for these areas for their low population density.

    The number of water service customers in the Governorate of Aqaba is about (40) thousand, and the number of customers to the sewage service in the city of Aqaba is about (35) thousand. It is worth mentioning that the company carries out about 3000 new water and sewage subscriptions annually.

    To be distinguished from others, we have adopted the application of the single window system, through which one employee will proceed with any transaction submitted by the customer until it is finalized. This has accelerated the pace of work, where the delivery of water service to customers is done within a record time not exceeding (5) days.

    To read your water bill correctly, please read the detailed explanations for each of the invoice fields, found at the bottom of this page.

     

    To win the satisfaction of the participants and enhance their confidence in the performance of the company our goal and purpose

    Where to pay your bill

    Subscribers can pay their bills at any of the following locations:

    • Customer Service Center – Al-Sallal Building vs. Aqaba Development Company.
      Al-Quwaira water office.
      Approved Banks (Housing Bank, Arab Bank, Jordan Islamic Bank)
      Electronic payment via efawateercom service

    Request new water subscription

    Application for water service

    Documents required for this service

    • Title or an assignment letter, or the lease for the leased buildings.
    • Devolution of estate in case the subscriber is deceased.
    • A valid organizational chart
    • Permission for contractual work and occupational license for previously occupied commercial buildings.
    • A valid ID.
    • Building permits for building workshops.
    • In the case of authorizing another person, the authorization must be duly authenticated, or a power of attorney, the subscriber to present his ID.

    Conditions

    • To dully authenticate all submitted documents, or bring the original documents with the copies for comparison by the competent employee.
    • Sewerage must be connected to the property and all required fees are paid.
    • The location of the counters must be at the entrance of the building and at a distance of one meter inside the subscriber’s land and within the specifications shown in the figure below.
    • Indemnity of any prior claims before initiating new application procedures.

    3- Procedures

    • Filling the computerized form by the competent employee in the company.
    • Ensure that the property is connected to the sewage service.
    • The relevant employee will attach a map to the site using GIS, which identifies the water network in the area (depending on the location of connection specified by the system).
    • The transaction will move to the checking stage on the internal network extensions and the cabinet installation (place the counter).
    • The applicant reviews the customer services office to complete the payment procedures.
    • Fees are paid and the subscription agreement is signed.
    • The applicant check back with the customer services office to complete the payment procedures.
    • Fees are paid and the subscription agreement is signed.
    • The transaction is moved to execution stage.

    4- Time of service delivery five working days if the application is complete and meets the requirements.

    Time of service completion

    Five working days if the application was completed and if meets the requirements.

    Application for sewage service

    1- Required documents

    – Title

    – A valid organizational chart and a valid plan chart

    – Building license

    • Building plans for large building.
    • Agreement with approved contractors to implement the link at the expense of the subscriber.
    • Identifications.
    • Authenticated authorization from a bank or a power of attorney in the case of appointing a representative, reprehensive to present his identifications.

    2- Conditions

    • To authenticate all documents submitted, or to bring the original documents with the pictures to be matched by the competent employee.
    • Connection must be executed by a qualified and accredited contractor.
    • In sites that produce hazardous waste on the sewage network, the applicant must perform the necessary treatment before the network point, such as the oil separator unit in oil change stations and the fat separation unit in the restaurants, a chemical or radiant waste treatment plant.
    • Indemnity of any prior claims before initiating new application procedures.

    3– Procedures

    Signature of the applicant or signature of the authorized signatory on the forms approved by the company`s competent employee.

    • Conducting a field check and prepare the necessary study, informing the concerned person in case of any observations.
    • If the process of connecting to the sewerage system requires passage in neighboring land, this requires the consent of the neighbor with a copy of his title and a copy of his ID, he is also required to sign a form for this purpose.
    • The site is checked; spaces are determined by us and matched with the construction license in order to determine the fees.
    • Payment of due fees.
    • The sewerage connection is carried out through one of the qualified and approved contractors under the supervision of Aqaba Water Company.
    1. 4. Time of completion of the transaction

    Three working days if the application is complete and in compliance with the conditions.

    Documents required to apply

    • Bring a water bill.

     Procedures

    • Pay the outstanding in full.
    • Filling the computerized water reconnection form by the company`s competent employee.
    • Obtain the necessary approvals for reconnection.
    • The amount of JD10 will be collected as water refund fees.
    • The water is reconnected by a competent technician.

    3- Time of service delivery

    During the same day if the application is complete and meets the requirements.

    Objection the water bill

    1. The documents required to submit the application
    • Bring a water bill.

    2- Procedures

    • Subscriber submits an objection note related to the period of billing.
    • The computerized objection form shall be filled at the presence of the company`s concerned employee.
    • Subscriber shall pay all outstanding balances prior to the contested period of billing in addition to an amount equivalent to 25% of the value of the objected invoice.
    • Payment of objection fees (JD 6) to be added to the account of the subscriber in the event of receiving any reduction on the bill objected to.
    • The technical officer concerned with site checking

    to ensure the validity of the network externally and internally and check the meter in the company`s workshop and to submit a technical report to the competent objections committee to make the appropriate decision.

    Time of service completion

    Five working days if the application is complete and meets the requirements

    Preparation of indemnity

    1- Required documents

    • Official letter requesting indemnity from the inhibiter for companies and government departments.
    • For individuals, bring the water bill.
    • A duly signed request
    1. Procedures
    • A computerized application form filled out by the concerned employee.
    • The order is transferred to the technician to technically inspect the meter in the workshop.
    • Bring the last meter reading.
    • An invoice is issued for the last meter reading.
    • The subscriber is indemnified to such date.

    3- Time of service delivery

    (24) Hours if the application is complete and in compliance with the conditions.

    Documents required for applying for this service

    • Customer attendance in person or the attendance his dully authorized representative.
    • Water bill.
    • A valid ID.

    Deposits are returned in the following cases:

    • Permanent cancelation of the subscription.
    • Changing subscription from temporary subscription to permanent one.
    1. Procedures of changing subscription from temporary subscription to permanent one.
    • The form will be filled by the concerned employee.
    • The application shall be signed by the customer or his authorized representative.
    • Making a copy of the deposit receipt.
    • A statement of account by the value of the deposit shall be attached along with the amounts due
    • The customer can do a clearance between the value of the deposit and the amount of water fees owed where the deference can be deducted.
    • After checking the transaction and validating its procedures, transaction is transferred to the financial department to issue a check for the rest of the deposit amount.

    3- Time of service delivery

    (3) Days in case the application is complete and in compliance with the conditions.

    Reporting on cutting off the meter seal

    1- Required documents

    • Bring a water bill
    • A duly signed official request
    1. Procedures
    • The call is referred to the technical technician to technically check the meter in the technical workshop and issue a technical certificate.
    • If the seal was proven not to be tampered with, the seal will be re-stamped and the customer will be fined JD (35)
    • If the seal was proven to be tampered with, the subject is referred to specialized committees to study the case and make a decision.

    3- Time of service delivery

    (3) Days in case the application is complete and in compliance with the conditions.

    Cancelation of water service

    1-Required documents

    • Customer attendance in person or the attendance his dully authorized representative.
    • Bring a water bill.
    • A valid ID.
    1. Procedures
    • A permanent cancellation form will be completed by the concerned employee.
    • Subscriber`s signature.
    • Transaction will be transferred to the competent technician to disconnect the meter and permanently cancel the service.
    • Check the meter in the workshop and obtain a meter technical certificate.
    • An invoice will be issued for the last reading with a permanent cancellation for the contract and documenting the order on the system.
    • The subscriber is indemnified up to date.

    Receiving deposits Procedures according to the terms of such service.

    3- Time of service delivery

    (24) Hours if the application is complete and in compliance with the conditions.

    Changing subscription from temporary to permanent

    1- Required documents

    • Bring a Permission for contractual work.
    • Customer attendance in person or the attendance of his authorized representative.
    • A valid ID.
    1. Procedures
    • A special application form is filled out by the concerned employee
    • Signing the form by the subscriber
    • Refer to the competent technician to technically check the meter in the technical workshop and issue a witnessing technical certificate.
    • An invoice is issued for the last meter reading.
    • The status of use shall be modified from temporary use to permanent use and the amendment shall be documented on the system
    • The subscriber is indemnified up to date.
    • Initiate a refund procedure for deposits according to the terms for that service.

    3- Time of service delivery

    (24) Hours if the application is complete and in compliance with the conditions.

    Change of ownership

    1- Required documents

    • The title or an authenticated lease.
    • Water bill.
    • A valid ID for both parties.
    1. Procedures

    Fill out the form of change of ownership by the competent employee.

    • Signing the form by the subscriber. In the case of the property was leased, the former subscriber must sign the form.
    • In the case of the death of the previous owner of the subscription, and the ownership of the property is transferred to one of the heirs, all heirs must sign the form.
    • Check the water meter and issue an invoice up to the application submission date.
    • Indemnity of the former subscriber.
    • The previous contract is canceled and a new contract and a new subscription is issued holding the new owner`s name.
    • Transfer the transaction to the Department of Finance to pay the deposit back to the previous subscriber after receiving the new subscriber`s deposit.

    3- Time of service delivery

    (24) Hours if the application is complete and in compliance with the conditions.

    Suspension of water subscription

    1- Required documents

    • A water bill.
    • Customer attendance in person or the attendance of his authorized representative.
    • A valid ID.
    1. Procedures
    • A special application form is submitted.
    • The meter is removed and the connection is sealed and stamped, the meter is brought to the workshop.
    • Technically check the meter in the technical workshop and obtain a technical certificate.

    The last reading of the meter is issued.

    • The subscriber is indemnified up to date.
    • Suspension of service is valid for one year
    • If the customer wishes to re-subscribe during the first year, a 10 JD reconnection fee will be charged.
    • If the customer wishes to re-subscribe after more than one year, he will pay (35) dinars as the price of the meter in addition to (10) JD fee for reconnection.
    • If the suspension is for more than two years and the subscriber wishes to re-subscribe, the old subscription becomes null and he must apply for a new subscription.

    3- Time of service delivery

    (24) Hours if the application is complete and in compliance with the conditions.

    Bill payments

    1- Required documents

    • A water bill.
    • A valid ID.
    1. Procedures
    • Filling out a computerized form to request payments for bills.
    • Signing an undertaking to pay the full amount of the required installments – bank checks – Promissory.
    • Payment of 25% of the outstanding balance.
    • Payments are to be paid on time and not to exceed three monthly installments.

    3- Time of service delivery

    (1) Hour if the application is complete and in compliance with the conditions.

    Meter relocation

    Meter relocation within the same lot.

    1- Required documents

    • A water bill.
    • A valid ID
    1. Procedures
    • Filling out a computerized form to request by the competent employee to relocate the meter.
    • Customer to get an indemnity from the company.
    • The technician will inspect the new meter location and indicate the possibility of moving the meter
    • The customer shall be informed of the required items if the transfer is approved at his own expense
    • There may be a need to replace the meter if it is found to be invalid.
    • Payment of (5) dinars as a relocation fees.
    • The meter shall be relocated by the competent department.

    3- Time of service delivery: 3 working days if the application is complete and meets the requirements.

  • Complaints

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