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Water Ombudsman: how do you use it?

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

If you have not been able to resolve a dispute with your water service by yourself, you can refer the matter to the Water Ombudsman. The mediator is seeking solutions to resolve this dispute. Before you go to 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 cannot resolve the dispute.

You can go to the Water Ombudsman if you are in dispute with your water service.

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

Before you refer to 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 may refer the matter to the Water Ombudsman.

You can enter the mediator directly online or by mail.

Online

Seize the Water Ombudsman online

Water Ombudsman

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 Water Service Response Mail to your claim if you have one

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

You can also attach any documents that you think are useful for reviewing the file.

By mail

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 Water Service Response Mail to your claim if you have one

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

You can also attach any documents that you think are useful for reviewing the file.

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

Who shall I contact
  • Water Ombudsman

    Find an amicable solution when there is a dispute with its water and/or wastewater supplier.

    By mail

    Water Mediation

    BP 40463

    75366 Paris Cedex 08

No, it's free.

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

You and your water service have 1 month to inform the mediator of the action taken on his proposal.

You may or may not agree with your water service.

Agreement reached

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

No agreement found

Mediation ends.

You appeal to the court to resolve your dispute.