Water Ombudsman: how to use it?

Verified 14 March 2022 - Directorate for Legal and Administrative Information (Prime Minister)

If you have not been able to resolve a dispute with your water service alone, you can contact the water mediator. The mediator is looking for solutions to resolve this dispute. Before contacting the mediator, you must make a written complaint to your water service. You and the water service may or may not follow the Ombudsman's proposal. You can appeal to the court if you can't resolve the dispute.

You can contact the water mediator if you are in dispute with your water service.

For example, it may be an abnormally high water bill.

Before contacting the mediator, you must make a written complaint to your water service preferably by registered letter with notice of receipt.

Your claim must describe the dispute.

Your water service has 2 months to propose a solution. If you are not satisfied with the response you received or if you do not receive a response, you can contact the water mediator.

You can enter the Ombudsman directly online or by mail.

Online

Enter the Water Mediator online

You must scan the following supporting documents:

  • Duplex copy of water bill and/or sanitation service
  • Copy of written complaint sent to the water service with address and apparent date
  • Copy of the water service response mail to your claim if you have one

If your dispute concerns a water leak, you must specify in the summary of the dispute its exact location.

You may also attach any documents you deem useful for the purpose of examining the file.

By mail

Grasp the water mediator

You must attach the following supporting documents:

  • Duplex copy of water bill and/or sanitation service
  • Copy of written complaint sent to the water service with address and apparent date
  • Copy of the water service response mail to your claim if you have one

If your dispute concerns a water leak, you must specify in the summary of the dispute its exact location.

You may also attach any documents you deem useful for the purpose of examining the file.

Your documents (form and supporting documents) should preferably be sent by registered letter with notice of receipt to the water ombudsman.

Who shall I contact

No, it's free.

The mediator shall propose a solution to the dispute within 3 months. He must send you his proposal and also send it to your water service.

You and your water service have 1 month to inform the mediator of the follow-up given to his proposal.

You may or may not reach an agreement with your water service.

Agreement is reached

You commit with your water service to implement the proposal made by the Ombudsman. For example, your water service is committed to reimbursing you.

No agreement found

Mediation ends.

You can to appeal to the court to settle your dispute.