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  • ¿Se puede beber el agua del grifo?

    Sin duda alguna. El agua del grifo es potable, o sea, agua que pueden ingerir las personas sin riesgo para su salud. 

  • Si el agua de mi casa, de repente, tiene una apariencia, sabor u olor desagradable, ¿se puede beber?

    En el caso en el que, de forma puntual, tu agua salga turbia, con un sabor u olor desagradables, te recomendamos que te pongas en contacto con nuestro servicio de atención al cliente.

  • ¿Es necesario instalar dispositivos domésticos como los descalcificadores o filtros de ósmosis inversa para mejorar la calidad del agua?

    El agua del grifo es potable y cumple todas las normativas de calidad establecidas por la legislación. Por ello, no es necesario adquirir ningún dispositivo adicional para tratar esta agua. Sí que hay que señalar que si no se eligen adecuadamente estos dispositivos, no se controlan regularmente y no se hace el mantenimiento recomendado, podrían aparecer riesgos para la salud (contaminación por bacterias, desmineralización excesiva del agua, concentraciones elevadas de sodio, etc.).

  • ¿Qué es el cloro?

    El cloro es el desinfectante de agua más utilizado en el mundo, por su efectividad y fiabilidad para eliminar todo tipo de microbios nocivos que puedan contener el agua, las tuberías de suministro o los depósitos de almacenamiento. El cloro que se añade al agua de consumo humano es una dosis mínima de garantía sanitaria –marcada por la legislación– totalmente inofensivo para la salud de las personas.

    Por ello, la Organización Mundial de la Salud (OMS) lo recomienda como desinfectante más indicado para el agua.

    De hecho, la cloración del agua potable es uno de los avances más significativos en la protección de la salud pública.

  • ¿Por qué la cloración es la técnica desinfectante más utilizada en el mundo para potabilizar el agua?

    Porque es el método que mejor garantiza la desinfección del agua hasta que ésta llega a los grifos de los consumidores, impidiendo que proliferen los agentes patógenos en los depósitos de almacenamiento y las tuberías de suministro, y por su más que comprobada inocuidad en las concentraciones utilizadas. Por ello, la Organización Mundial de la Salud (OMS) lo recomienda como el desinfectante más indicado para el agua.

  • ¿Qué cantidad de cloro contiene el agua del grifo?

    Según la normativa estatal vigente, la concentración de cloro en el agua para consumo humano no debe superar 1 mg/l, si bien se trata de un parámetro indicativo. Aunque la legislación estatal no establece ningún valor mínimo para el cloro libre, diferentes comunidades autónomas lo han fijado a través de sus planes de vigilancia, en la mayoría de los casos, en un valor de 0,2 mg/l.

    Teniendo en cuenta que el cloro desaparece en función del tiempo de residencia en el agua y de la temperatura, entre otros factores, su nivel se controla por toda la red de distribución. De ese modo, si durante el recorrido hasta los hogares de los consumidores, el nivel de este componente baja del límite indicativo establecido, desde la propia red de distribución se dosifican pequeñas cantidades de cloro (recloraciones) para garantizar la calidad sanitaria del agua.

  • ¿Es perjudicial para la salud?

    La OMS señala que, en las concentraciones establecidas por la legislación, el cloro es totalmente inofensivo para la salud. Las concentraciones máximas de este componente en el agua del grifo establecidas por esta organización garantizan que no conlleve ningún riesgo para la salud.

    De hecho, la cloración del agua potable es uno de los avances más significativos en la protección de la salud pública ya que, por su alto poder letal contra bacterias y otros microorganismos, ha contribuido a prevenir y erradicar muchas enfermedades de transmisión hídrica. La presencia de una dosis correcta de cloro después del tratamiento del agua no comporta ningún riesgo para la salud y confiere al agua un efecto de protección ante contaminantes, además de ser un indicador de su correcta desinfección. 

  • ¿Por qué yo noto un sabor que no me gusta en el agua y otras personas no?

    El agua contiene ciertas sustancias disueltas, que se han incorporado en la naturaleza, que le confieren un sabor característico. Esto es lo natural. Estas sustancias disueltas dependen principalmente, entre otros factores, del origen del agua (subterráneo, superficial o marino) y de la composición geológica del terreno por la que discurre el agua.

    El sabor se nota al cambiar de tipo de agua, pues pasamos de un agua a la que estamos acostumbrados a otra a la que no lo estamos.

  • ¿Qué origina la dureza del agua?

    El agua adquiere el calcio y magnesio que determinan su dureza en su contacto con los distintos tipos de terrenos por los que circula el río o el acuífero de donde procede. Por lo tanto, el grado de dureza del agua depende del carácter geológico del suelo que atraviesa en su origen. Así, un suelo calizo genera mayores contenidos de cal que un suelo granítico. 

  • ¿Las aguas duras son buenas para la salud?

    La dureza del agua del grifo no supone ningún peligro para la salud humana, sino todo lo contrario: el calcio y el magnesio que caracterizan la dureza del agua son esenciales para la salud.

    Una dieta rica en calcio es fundamental para la formación y el mantenimiento del tejido óseo, el funcionamiento correcto del sistema cardiovascular y la secreción de hormonas. Con la edad, se puede producir una pérdida de masa ósea y aparecen problemas de osteoporosis, que se pueden paliar, en parte, con una ingesta elevada de calcio.

    En la actualidad, el agua se ha convertido en una fuente significativa de ingesta de calcio, considerando que el consumo de lácteos ha disminuido. Así, el consumo diario de ente 1 y 1,5 litros de agua del grifo aporta entre un 7% y un 15% de la cantidad diaria recomendada de este nutriente. Además, el calcio desempeña un papel importante desde el punto de vista de los requerimientos nutricionales diarios de los niños, y se estima que el agua del grifo aporte entre el 15% y el 20% del calcio diario necesario en la dieta de los niños y los adolescentes.

    El magnesio es indispensable para numerosas funciones celulares, así como para la mineralización ósea, la trasmisión de la actividad neuromuscular y del sistema nervioso central, y la función cardíaca. Una ingesta de entre 1 y 1,5 litros de agua del grifo de Aguas de Murcia , aporta entre un 5% y un 20% de la cantidad diaria recomendada de magnesio.

  • ¿Cómo se mide la dureza del agua?

    La dureza del agua se suele expresar a través de la concentración carbonato cálcico (CaCO3) del agua.

    Por ello, según el grado de dureza, existen diferentes clasificaciones de las aguas. Una de las más utilizadas es la escala Merck:

    0 – 79 mg CaCO3/l…………………………. Agua muy blanda
     80 – 149 mg CaCO3/l……………………  Agua blanda
    150 – 329 mg CaCO3/l…………………… Agua semidura
    330 – 549 mg CaCO3/l…………………… Agua dura
    Más de 550 mg CaCO3/l……………….. Agua muy dura

    La dureza del agua también se puede expresar en grados franceses (ºFH) o en grados alemanes (ºDH). La equivalencia entre estas unidades y la dureza expresada en mg/l de carbonato cálcico es la siguiente:

    1 ºFH = 10 mg CaCO3/l
    1 ºDH = 17,8 mg CaCO3/l

  • Necesito saber la dureza del agua para programar el lavavajillas, ¿dónde la puedo consultar?

    Todos los datos referentes al agua que consumes se encuentran en la Web pública del Sistema de Información Nacional de Agua. También puedes encontrar el enlace en nuestra web en el apartado Tu Agua / Control de calidad de agua.

  • Is 1.5 litres of water a day enough?

    It’s difficult to establish the exact amount of water that a person should drink a day, as their needs can vary depending upon a number of factors, such as physical activity, the climate, age and gender, amongst others.

    The recommended consumption for healthy adults is 1 ml of water per kilocalorie ingested per day: in other words, between 2 and 3 litres a day.

    Of this amount, between 75 and 80% should be obtained from drinks (mainly water, milk, juices, teas and infusions, broths and soups, etc.), whilst the remaining 20 or 25% should come from solid foods such as fruit and vegetables.

  • Do you know how you should start and end the day?

    When we sleep, we lose water. This is why it is recommendable to drink at least one glass before bed and another on getting up.

  • Why do we need to be properly hydrated?

    When we sweat, our bodies lose water and mineral salts. Ninety-nine per cent of sweat is just water but it also contains minerals such as sodium, potassium, iron and magnesium.

    Proper hydration allows us to restore the water levels our body needs to prevent a number of ailments, such as vomiting, headaches, tiredness, dry skin, etc., which are all symptoms of dehydration.

  • Do you know why you shouldn't wait until you are thirsty to drink water?

    The water our bodies lose every day (more than 2 litres of it) must be replaced as soon as possible to prevent the dehydration process from starting.

    That’s why it’s so important not to wait until you feel thirsty, as this is itself a symptom of dehydration.

  • Should we drink more water if we exercise?

    Drinking half a litre of water two hours before exercising is vital to ensure proper hydration and give the body time to eliminate the excess water drunk.

    Whilst exercising, it’s advisable to drink at regular intervals, to replace all the water you lose when sweating. After exercise, it is important to drink to ensure you recover properly.

  • Is tap water good for an elite athlete?

    Yes, water is good for an elite athlete and indeed anyone who enjoys sport.

  • Can children drink water from the tap?

    Tap water is healthy for both adults and kids. It is important for kids to take compulsory breaks during training or games to drink enough water for hydration purposes.

  • Do the elderly need to drink more?

    It is important for older people to monitor their water consumption as, with age, changes occur to the kidney function and the feeling of thirst decreases significantly.

  • Do you that it is advisable to drink more water if you have the flu or diarrhoea?

    The common cold, the flu and diarrhoea often lead to dehydration, so you need to drink water regularly in such cases.

  • Why is better to have a shower than a bath?

    It’s better to shower; however, every minute we spend in the shower with the water can use up to 10 litres of water.

  • Which plants need the least watering?

    Plants needing the least watering are shrubs, and local and hardy plants. These are just as attractive as other plants but consume less water.

  • What’s the best time for watering the garden?

    First thing in the morning or at evening time, as you’ll make better use of the water, which doesn't evaporate so quickly then.

  • After use, where should I dispose of cooking oil?

    You should remove oil from frying pans using absorbent paper and throw it in the rubbish or, once cold, pour it into a watertight plastic container and take it to a waste collection point for recycling. Don’t pour it down the sink, because oil and water don’t mix and it is very difficult to eliminate it at wastewater treatment plants.

  • Why shouldn't you throw paint away by pouring it down the sink?

    It’s not recommended, because paint is a highly polluting substance. We would advise that you leave it to dry until it is a solid lump and then take it to your local municipal waste collection facility.

  • What about cigarette butts: can I throw them down the toilet?

    Please don’t throw your butts down the toilet: they contain nicotine and tar, substances that dissolve easily in water but are pollutants, even at small concentrations, and are difficult to eliminate during the treatment process. Throw your used cigarettes away with your rubbish, after they are properly extinguished.

  • What else shouldn't I throw away down the toilet?

    Wet wipes, medicines, earbuds, plastic, gauze, sanitary pads and condoms shouldn't be thrown down the toilet because, after they are flushed away, they can block pipes and affect the ability of wastewater to enter treatment plants. We recommend that you put a small bin in the bathroom for this kind of solid waste.

  • ¿Cómo podría pagar mi factura de agua?

    Disponemos de varios canales de pago para que tengas la máxima flexibilidad:

    • Domiciliación bancaria: canal de pago más fácil y cómodo utilizado por la mayoría de clientes. Sólo tienes que facilitarnos el número de cuenta bancaria en formato IBAN (2 letras, 2 números de control y 20 números más) y el documento SEPA firmado. Domicilia ahora tus recibos cómodamente a través del Área de Clientes.
    • Apartado “Pago de facturas” de esta misma web: pago online mediante tarjeta de crédito o débito. Deberás disponer de la siguiente información: código CPR, Emisora, Referencia, Identificación e Importe que se muestra en la parte inferior de la factura junto a la ráfaga de pago.
    • Teléfono de Atención al cliente
    • Desplazándote a alguna de las entidades colaboradoras que se muestran en la parte inferior de la factura, podrás pagar en metálico o tarjeta bancaria presentando el documento con ráfaga bancaria que te hemos hecho llegar.
    • Desplazándote a nuestras Oficinas de Atención al Cliente dónde sólo podrás pagar a través de tarjeta de crédito o débito o solicitar un documento de pago para pagar en efectivo en nuestras entidades colaboradoras

  • ¿Tengo que ser cliente de La Caixa para poder pagar mis facturas a través de ServiCaixa?

    No, no es necesario que seas cliente de esta entidad, ni tampoco que seas usuario/a de Línea Abierta de La Caixa. Recuerda que también podrás realizar el pago a través de nuestras entidades colaboradoras, mediante la Oficina Virtual o a través de La Caixa - Pagos Online, con cualquier tarjeta de crédito (Visa/Mastercard) o de débito.

  • ¿Mi tarjeta bancaria tiene que ser de La Caixa para poder realizar pagos en línea?

    No, no es necesario que La Caixa sea la entidad emisora de la tarjeta. Sólo hace falta que tengas una tarjeta de crédito activa (Visa / Mastercard) o de débito.

  • ¿El pago en línea tiene algún coste para mí?

    No. Los pagos efectuados en línea no tienen ningún coste adicional.

  • Where can I consult the applicable tariffs in my municipality?

    In the section “Tariffs” you can access specific information about your municipality. There you can consult the tariffs in force as well as available special rates.

    At the bottom of the page of periodic bills, there is information about the publication of tariffs in the official bulletins of the province, which can be consulted on their website.

  • At home there are more than four of us. Can I get a special rate?

    In the section “Social Tariffs” you can consult the applicable special rates based on the number of persons in the dwelling receiving the service. In applicable cases, the account holder or authorized person must make a written request submitting the corresponding documentation in accordance with the information included in the section of the web page mentioned above.

    If in doubt contact customer service.

  • I am documented in the census of my municipality. Can I get a special rate?

    Being documented in your municipality does not necessarily entail the application of a special rate. You can consult the section “Social Tariffs” to see if there are other applicable special rates. If in doubt, please contact customer service.

  • What aid or special rates can I get?

    You can consult the section “Special Tariffs” to see if there is applicable aid, reduced tariffs or special rates based on the social situation of the contract holder (pensioner, large family, or minimum guaranteed income) approved by your city council.

    If you would like to receive more information or make an inquiry, please contact customer service.

  • What do I do if I receive notice of a water supply cut and I cannot pay the debt?

    Contact customer service, and we will examine your case.

  • Can my water supply be cut off for non-payment?

    The management of unpaid bills is carried out in accordance with the norms in force whether in regulations, ordinances, etc. For more information consult the section “Service Regulations”.

    If you receive a supply cut notice and cannot pay the bill, call customer service and we will examine you case.

  • How long will it take to restore my service?

    Service will be restored by the next working day at most after having resolved the cause of the supply cut. 

  • For what other reasons can supply be cut off?

    The water company can suspend service in the following cases: by client request to terminate the contract. You can do this in our Customer Area or by calling customer service; by a cancellation procedure at the request of the the service provider for breach of obligation by the customer. Some of main causes that can lead to a supply cut are non-payment within the limits established by the water company, fraud or recurring failures to comply with obligations. For more information, you can consult “Service Regulations”. 

  • How can I view my bills?

    You can view your bills at any time in the Customer Service Area. Remember that you need to register to manage your account online. If you haven’t done so already, registration is very simple (see how to register in the Customer Service Area ).

  • How can I switch to paperless billing?

    You must be registered in the Customer Service Area . If you haven’t done so yet, register now. 

    If you have already registered with the office in the Customer Service Area, enter using your user name and password and access the section for activating the e-billing service. Whenever a bill is issued, you will receive a notification of its availability for direct download.

  • I don’t understand the water bill. What am I paying for exactly?

    Drinking water supply contracts are subject to tariffs based on current legislation. Generally, the service bill includes water, meter maintenance and sewer system tariffs. It may also include the refuse fee, paid to the municipal government. Finally it also includes environmental levies or charges paid to the autonomous community. With regard to the total amount of the bill, generally between 35% and 50% is the water rate, while the rest is made up of taxes (VAT and others).

    The water bill to your home also includes itemised information, so you can see to whom each item is paid, and information on the official gazettes where rates are published for you to check, if you so require.

    If you’d like more information on tariffs, see our leaflet, or go directly to the section ‘About your billing’ in YOUR SERVICE.

    If you’d like to receive more information or have any queries, please contact us through the customer service channels.

  • Who approves the water tariffs?

    The town council is the body responsible for approving the service tariffs applicable to the municipality, which are authorised by the competent pricing committee. Once approved and authorised, the tariffs are published in the Boletín Oficial de la Región de Murcia (Official Gazette of the Region of Murcia, BORM), as stated at the foot of each bill.

  • What is the water service fee?

    The water service fee is a fixed amount based on the diameter (Ømm) of your meter. This fee guarantees immediate availability and permanent access to the water service.

    If you’d like more information on tariffs and the different types of service fees, see our leaflet, or go directly to the section ‘About your billing’ in YOUR SERVICE.

  • What is the sewer service fee?

    The sewer service fee is a fixed amount which is applied according to the diameter (Ømm) of your meter. It goes towards the conservation and maintenance of the sewer network.

    If you’d like more information on tariffs and the different types of service fees, see our leaflet, or go directly to the section ‘About your billing’ in YOUR SERVICE.

  • How frequently are water bills issued?

    In general, bills are issued every two months. A meter reading is taken every two months, to establish the amount consumed, and the bill is issued for the elapsed period of supply. The first period begins on the date the supply of the service starts.

    Monthly bills may also be issued, depending on annual consumption and by prior written request, or as determined by the tariff applicable at the time.

  • Can I request a change in frequency of my bill?

    The general billing period is two months. Monthly bills may also be issued, depending on annual consumption and by prior written request, or as determined by the tariff applicable at the time.

  • I've received the water bill and been charged in various tranches. What does this mean?

    The water tariff includes a fixed service fee and consumption, which is applied by tranches. As each tranche is exceeded, the price per m3 increases. This increase aims to encourage efficient water use, rewarding responsible use and savings, and penalising excessive use.

    If you’d like more information on tariffs and the different consumption tranches, see our leaflet, or go directly to the section ‘About your billing’ in YOUR SERVICE.

  • My water consumption is zero yet I'm paying a service fee. Why?

    The water tariff for consumption includes a fixed service fee, which is applied to guarantee immediate availability and permanent access to the water service. This fee is a fixed amount for each billing period which is applied according to the diameter (Ømm) of your meter.

    If you’d like to receive more information or have any queries, please contact us through the customer service channels.

  • I need a duplicate copy of my supply bill. Who should I ask?

    You can do this quickly and easily by entering your Customer Service Area, where you can view and print your bills whenever you want. Remember that you need to register to manage your account online. If you haven’t done so already, registration is very simple (see how to register in the Customer Service Area ).

    Or you can use our customer service hotline .

  • Who should I call if I don’t have a leak but I think my consumption is higher than normal?

    To rule out a leak of any sort, we recommend you check your indoor installation thoroughly and also the water meter room in the building (generally at the entrance to the building). In this case, except for the installed measuring equipment, the maintenance, conservation and repair of the installation in the event of a fault or leak is the responsibility of the customer or the community of building owners. If you have any doubts on how to check for a possible leak in your indoor installation or building, call our incident report helpline  (available 24 hours a day, 365 days a year). In addition, if you have checked there is no leak in the indoor or building installation, but your consumption is higher than usual, call our customer service hotline  and we’ll do everything possible to help you.

  • I've bought my first home. What do I have to do to contract the water supply?

    There are a number of ways you can contact us.

    To find out what documentation you need, see the information document 

    If the applicant and the account holder are not the same person, go to the authorisation form, which you’ll need to hand in after it has been completed and signed by the account holder, along with the SEPA mandate signed by the bank account holder.

  • I have a shop or business. What documentation do I need to contract water services?

    To find out what documentation you need, see the information document.

    You can contract it through any of the  contact channels  we provide for you.

    If the applicant and the account holder are not the same person, go to the  authorisatioin form If the applicant and the account holder are not the same person, go to the  SEPA mandate  signed by the bank account holder.

  • How long will it take for me to have water after contracting the service?

    After opening your account, if your home or premises has a water connection and all that’s required is to fit the meter, you’ll have water within a maximum of 2 working days.

  • What do I have to do to change the name of the account holder?

    You can do so through any of the  contact channels  we offer

    To find out what documentation you need, see the information document.

    If the applicant and the account holder are not the same person, go to the  authorisation form,which you’ll need to hand in after it has been completed and signed by the account holder, along with the SEPA mandate signed by the bank account holder.

  • I've moved home. Do I need a new contract or can my previous account be transferred to my new home?

    In the case of moving home, or when a home is occupied by someone other than the person who signed the service contract, a change of account holder or new contract is required. A transfer can be made in the event of the death of a spouse, separation of property and/or a company merger. This involves a direct transfer of all the rights and obligations of the previous account at no cost.

  • Must I allow supply company employees to enter my home?

    Yes. People requesting a supply services must allow the supply company to install the necessary fixtures and allow personnel authorised and accredited by the company to enter and carry out all the checks related to the supply.

  • Who is responsible for connecting and disconnecting the meters?

    The connection or disconnection of the meter or measuring device is carried out by the supply company, which can seal the installation and is the only party authorised to unseal it.

  • Where is the meter bank installed?

    The groups of separate meters are installed in the premises or cupboards used solely for this purpose. The cupboards must be located in a communal area on the ground floor of the property and must be directly accessible from the entrance. A retention valve is installed at each connector’s source and where it connects to the meter bank to prevent backflow into the distribution network.

     

  • Do I have to order an increase in the contracted flow rate from the supply company or inform them about it?

    Yes. Customers must use the supplied water in the way and for the use it is contracted. Therefore, you must have the supply company’s authorisation for any change in the installations that involves increasing the contracted supply flow rates or any other changes in the number of receivers.

  • How can I cancel my water service?

    You can do this via our  customer service channels  providing the following documentation:

    • National identity card or tax number (NIF).
    • Meter reading.
    • When the applicant is not the same person as the account holder, a copy of the applicant’s national identity card or similar accreditation and an authorisation form signed by the applicant will also be required. You can also request cancellation in writing.

  • What should I do to find out if I have a leak at home?

    Here are the steps you should follow:

    • First of all, locate your water meter. Enter the meter room in your building. Near the meter bank should be a diagram indicating which meter is yours.
    • Next, check that the meter is working properly. To do this, leave a tap on in your home or premises. The red needle in the large sphere or the last number in red (if it is electronic) should start to move upwards. Keep the tap on, turn off the stopcock on the meter and make sure the movement stops.
    • Finally, turn the stopcock on again, and turn off all the taps for about an hour. Check to see if the meter has registered any water consumption. If it has, it’s highly likely that there is a leak in the installation, as the meter only registers consumption when water is flowing through it.

  • Who should I call if I have a water leak?

    If you have a leak, you should contact a plumber or specialist company or check if your home insurance covers this kind of repair. Remember that maintenance and repair of all faults in the internal installations is the user’s responsibility, as established in the Water Service Regulations.

  • A fault in the water supply in the street was repaired recently and now I don’t have enough pressure at home. What should I do?

    Occasionally, during a leak or its repair, the water pressure can drag small particles of sand through the general pipelines and the private pipes in a building. Fortunately this is not serious. In most cases, the supply should return to normal a few minutes after the outdoor repair, restoring the normal pressure. However, if you still do not have your normal pressure, call our  incident report helpline and we’ll do all we can to help.

  • There’s no water pressure in my house. What should I do?

    • Check that the stopcock in your home is fully on. If you have installed a pressure-reducing device, check that it is working properly.
    • Next, check that the meter or measuring equipment has both stopcocks turned on (i.e. turned fully to the left). Remember that to locate your water meter you need to enter the meter room using the universal key, which is generally in the entrance or lobby of the building. Together with the meter bank is a diagram which will show you where your meter is.
    • If after doing these checks you still have no pressure, call us on our incident report helpline and we will do everything we can to help you.

  • What do I need to do to register with the Customer Services Area?

    You need to have a water supply account with our company and fill in the form  with the personal details requested, which you gave us as a customer, including the contract number, your identity card number (DNI) or foreigner identification number (NIE) and the amount of your last bill.

    You should enter your user name and a password you can remember easily, as well as an email address for us to contact you.

    You will then be able to enter the private area and do everything you need to manage your account with us.

  • What documentation do I need to present to request a connection?

    To request a quote for a water or sewer connection, or, if required, an initial report for a building permit (IP), you need to submit the following documentation:

    • National identity card or tax code (CIF or NIF).
    • Map of plot location.
    • Plan of the plumbing and drainage installation (for applications for more than one home).
    • Building permit.
    • The licencia de primera ocupación (first occupancy licence) or declaración responsable (statement of occupancy) for homes.
    • The licencia de apertura (opening licence) or an application for it, or the declaración responsable (from the local council) for business premises.

    At our offices, requesting a PRIOR APPOINTMENT, or via the call centre on 900 700 808

  • How can I contact the call centre?

    You can contact the call centre just by dialling 900 700 808 and they’ll provide you with all the help you need to answer your queries.

  • What other contact channels does Aguas de Murcia have, apart from the call centre?

    Aguas de Murcia has a customer service office at Plaza Circular no. 9, which is open Monday to Friday from 8:00 am to 1:30 pm. Remember, you must always book a PRIOR APPOINTMENT first.

    We also provide you with other contact channels:

    For more information consult our section CONTACT US.

  • What is the Aguas de Murcia SERVIALERTAS?

    This is a multimedia system via text messaging or email for sending information to customers on issues related to the service and supply contract. All the information is available here.

  • I need a duplicate copy of my supply bill. Who should I ask?

    You can do this easily and quickly via our client area or via our customer service hotline. In this video tutorial we explain how to do it.

    • Downloading your bills is a snap if you have registered in the website's Customer Service Area. First, access your account and go to ‘All transactions' in the main menu. Then go to 'Massive bills download'. Click on 'Request download' and fill in any mandatory fields: give your downloaded file a name and indicate the billing period. You can also choose how bills are selected, by identity document or account number. Once this is done, mark the bills you want to download one by one and click on 'Continue'. Check that the bills selected are the ones you want. You can download the list in Excel format by clicking on 'Download list'. To download the bills in PDF format, click on 'Confirm' to process your request. You will receive an email when the files have been downloaded correctly. If you don't see the email in your inbox, check the spam folder. Your bills will be waiting for you in ‘Downloads requested' and you can download and save the PDFs to your computer whenever you like. Doing things online is a snap!

  • How can I pay my bill?

    We offer several payment channels to provide maximum flexibility:

    • Direct debit: the easiest and fastest channel, used by the majority of clients. All you have to do is provide us with your bank account's IBAN number (the 2-letter country code, 2 control digits and another 20 digits) and the signed SEPA document. You can order direct debit payment quickly and easily via the Customer Service Area.
    • The “Bill payment” section of this website: online payment via credit or debit card. You should have the following information available: the CPR code and Emisora, Referencia and Identificación numbers (you will find these four items in Spanish on your bill), along with the amount to be paid, located in the bottom part of the bill with the barcode. In this video tutorial we explain how to do it.
    • You can pay your bills online without having to register in the Customer Service Area. It's very easy, you just need to have the bill you want to pay and follow these steps: Go to "Your service" in the main menu and select "Paying your bill/Bill payment". In the lower half of the screen you'll see where to access the bank. You don't need to be a client of the bank to be able to pay. Select "Pay now with CPR code" and fill in the required details, which you'll find at the bottom of your bill, namely the CPR code, the issuer, reference and identification numbers, and the amount. Enter the information in the required fields. Make sure to omit any hyphens and enter the exact amount. Once this is done, all that's left is to enter your bank card information. To finalize, click on "Accept". You can also pay your bills as a Customer Service Area user. Access your account and click on "My bills". Any pending bills will appear at the bottom of the screen. Click on "View online bill", then "Actions", and download the bill in PDF format. You will need this later on. Go back to "My bills". Click on "Online payment" and access the bank. Select the option "Pay now with barcode". You'll find the barcode at the bottom of the bill you downloaded, and, below, the number that you need to copy and enter in the required field. Enter your user email and click on "Start payment". Now just enter your bank card details, click on "Accept", and you're done! Doing things online is a snap!
    • Customer Service Hotline
    • By going to one of the collaborating organisations named at the bottom of the bill (post office or banks), you can pay in cash or by card, presenting the document with the bank validation code that we sent you.
    • By going to one of our customer service offices, where you can only pay by credit or debit card. You can also request a payment document so you can pay in cash at one of our collaborating organisations.

  • How to create a list of bills due for some of my invoices?

    In this video tutorial we explain how to do it.

    • In order to request a document so you can pay any pending bills, you must first access your account in the Customer Service Area and select 'Manage your account' from the menu. Once you have accessed the corresponding section, you will be able to view all the options available to you, grouped by category. You will find the one you are looking for, 'Payment documents', under 'Bills and payments’. Select this option and then the account for which bills are pending payment and click on 'continue’. In the following step, select all the bills you wish to pay and click on 'Create bills due document’. A message to confirm the action will appear, which will allow you to cancel the operation or to continue by clicking on 'Create document’. Finally, click on 'Bills due' to generate the document in PDF format. You can save this on your computer so it will be available to print whenever necessary. Doing things online is a snap!