Clients

FILE A COMPLAINT

Do you want to file a complaint? Tell us your problem and provide all the information you consider necessary. We will treat your case in a customised way through a team of specialists.

We will respond as soon as possible, always within 30 days of filing the complaint, in any case complying with the applicable legislation in defence of consumers and users.

If your complaint is related to water quality, please call us also at our toll-free number 900 365 365.

FILE A COMPLAINT  

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.

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.

APPLY FOR ARBITRATION