
10 COMPROMISOS CLAROS COMO EL AGUA DE MADRID
Porque queremos hablarte claro y ofrecerte más soluciones para tus necesidades, hemos dado un paso más en nuestra relación contigo. Asumimos 10 compromisos con los que continuar prestándote un servicio de calidad, justo y transparente.
CANAL EN 60 SEGUNDOS
El cuidado de nuestros ríos empieza en las depuradoras y continúa en nuestro laboratorio de Majadahonda, donde analizamos el agua que devolvemos a los cauces. Julio Rodrigo nos explica en qué consiste el análisis de las aguas depuradas y por qué es tan importante para el medio ambiente.
COMMITED TO SUSTAINABILITY
El año 2020 ha sido uno de los años más complejos de la historia de Canal de Isabel II. Pero además de afrontar y superar con éxito esta situación sin precedentes, también hemos avanzado en los objetivos que como empresa teníamos para seguir cuidando el agua de todos con sostenibilidad, eficacia y transparencia.
Clients
CLIENTS
As you are our priority, we want to speak to you clearly and offer you more solutions to meet your needs.
CLIENTS
As you are our priority, we want to speak to you clearly and offer you more solutions to meet your needs.
Clients
Enter the Virtual Office and enjoy the advantages of doing all your transactions online: check our rates and discounts, management of complaints and claims, information on facilities and their maintenance, etc.
Or if you wish, register and enjoy all the additional functionalities: review of the contract, meter reading, payment of invoices, registering or cancelling a supply, among many others.
JOIN THE ELECTRONIC INVOICING

We put at your disposal an electronic invoicing application that allows, in a fast and simple way, access to different services such as: manually entering invoices on the web portal, sending electronically signed invoices, consulting, viewing and downloading invoices.
Check the rules of the contest (only in Spanish)

CAN WE HELP YOU?
BECAUSE OUR CLIENTS ARE OUR PRIORITY
Our efforts are directed to offer you a service of the highest quality and a close and direct treatment. Above all, we want to satisfy your needs and meet your expectations. Still, if at any time you feel we are not up to scratch, you can exercise your right to file a claim. We will resolve it independently, equitably and fairly.
How can you show your disagreement? By filing a complaint, requesting mediation through the Consumer Arbitration System of the Community of Madrid. In addition, you can request a review of your water consumption bill.


FILE A COMPLAINT

FILE A COMPLAINT



INVOICE CHECK

CONSUMER BILLING REVIEW
Not happy with your bill? Tell us the reasons for your disagreement and provide all the information and documentation you deem necessary.
When there is an increase in your consumption as a result of a breakdown in your internal distribution network, you can also request that we review your invoice. In this case, you must provide us with the documentation that proves the repair or correction of the incident that caused the leak.
We will treat your case in a personalized way through a team of specialists, performing those actions that are necessary to be able to adopt a fair resolution to your request for review.
We will respond to you in the shortest possible time, always within 30 days of filing the request for review, in any case complying with the applicable legislation in defense of consumers and users.



ARBITRATION SYSTEM

CONSUMER ARBITRATION SYSTEM
In addition, we are attached to the Consumer Arbitration System of the Community of Madrid.
The Consumer Arbitration System is a voluntary and free extrajudicial procedure: the files are processed in ninety calendar days from the date the complete documentation is received.
If you decide to resort to the Consumer Arbitration System, an arbitration college will study your case from an equal and independent perspective. And if the conflict is not resolved after a first phase of mediation, the arbitration body will issue a decision that will resolve the dispute and will be binding.
The following assumptions are excluded from consumer arbitration:
Claims whose amount exceeds € 3,000 and those related to compensation for damages.
Claims made by professionals or businessmen in the exercise of their professional, industrial or commercial activity.
Claims on invoices issued more than 12 months after the date of request for arbitration.
Claims for services, supplies or equipment not directly contracted with Canal or its distributors, or those in which there is no direct consumer relationship.
Issues on which there is already a judicial or administrative resolution in this regard or those that have been formulated before the Administration of Justice or the State Security Forces and Corps, without having been filed.


FILE A COMPLAINT

FILE A COMPLAINT



INVOICE CHECK

CONSUMER BILLING REVIEW
Not happy with your bill? Tell us the reasons for your disagreement and provide all the information and documentation you deem necessary.
When there is an increase in your consumption as a result of a breakdown in your internal distribution network, you can also request that we review your invoice. In this case, you must provide us with the documentation that proves the repair or correction of the incident that caused the leak.
We will treat your case in a personalized way through a team of specialists, performing those actions that are necessary to be able to adopt a fair resolution to your request for review.
We will respond to you in the shortest possible time, always within 30 days of filing the request for review, in any case complying with the applicable legislation in defense of consumers and users.



ARBITRATION SYSTEM

CONSUMER ARBITRATION SYSTEM
In addition, we are attached to the Consumer Arbitration System of the Community of Madrid.
The Consumer Arbitration System is a voluntary and free extrajudicial procedure: the files are processed in ninety calendar days from the date the complete documentation is received.
If you decide to resort to the Consumer Arbitration System, an arbitration college will study your case from an equal and independent perspective. And if the conflict is not resolved after a first phase of mediation, the arbitration body will issue a decision that will resolve the dispute and will be binding.
The following assumptions are excluded from consumer arbitration:
Claims whose amount exceeds € 3,000 and those related to compensation for damages.
Claims made by professionals or businessmen in the exercise of their professional, industrial or commercial activity.
Claims on invoices issued more than 12 months after the date of request for arbitration.
Claims for services, supplies or equipment not directly contracted with Canal or its distributors, or those in which there is no direct consumer relationship.
Issues on which there is already a judicial or administrative resolution in this regard or those that have been formulated before the Administration of Justice or the State Security Forces and Corps, without having been filed.
Rates 2022
Our rates remain frozen
For the seventh year in a row, our rates remain frozen


CUSTOMISED APPOINTMENT

WE DON'T WANT TO MAKE YOU WAIT
We guarantee that the waiting time in our commercial offices will not exceed 10 minutes. Also, if you want your visits to flow like water , request your appointment.

NEW BONUS FOR MINIMUM VITAL INCOME
YOUR NEW INVOICE
Transparent and committed to you
We want your water bill to be even more intuitive and transparent. We have improved its design so that you have the most important information at a glance. Did you know that you don't really pay for water? Canal manages a common good so that it reaches you in the best conditions. Find out.
LETTER OF COMMITMENTS
10 commitments as clear as Madrid's water
As we want to speak to you clearly and offer you more solutions for your needs, we have taken another step in our relationship with you. We assume 10 commitments with which to continue providing you with a quality, fair and transparent service. 10 commitments as clear as the water of Madrid.
INCIDENTS MANAGEMENT
Thanks to this service, you will be able to locate any incident related to the water supply and find out about its status quickly and easily. Enter the address on which you want to locate possible incidents on the map.
OUR SOCIAL RATE CONTINUES TO GROW
At Canal, we adapt to your needs. For this reason, our social water consumption rate is designed for those who need it most. We improve our service by offering bonuses for: social exemption, family or large housing, for widow's pension and, now, also for minimum vital income. Consult and benefit.