
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.
CANAL IN 60 SECONDS
The care of our rivers begins in thewaste water treatment plants and continues in our laboratory in Majadahonda, where we analyze the water that we return to the rivers. Julio Rodrigo explains what the analysis of treated waste water consists of and why it is so important for the environment.
COMMITED TO SUSTAINABILITY
In 2021, the year of our 170th anniversary, we promoted environmental care from all our activities. This year, we continue working to keep guaranteeing the water supply, contributing to the protection and improvement of the environment, the promotion of the circular economy and the sustainability of the region.
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.
NEW METER REMOTE READING SERVICE

Real-time measurement for maximum savings
Control your water consumption with comfort and precision thanks to the remote meter reading service. Forget about home visits and access your consumption information in real time, saving time and money in the long term.
Real-time measurement for maximum savings
Control your water consumption with comfort and precision thanks to the remote meter reading service. Forget about home visits and access your consumption information in real time, saving time and money in the long term.

Rates 2022
Our rates remain frozen
For the eighth year in a row, our rates remain frozen


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.

CUSTOMER SATISFACTION INDEX
CUSTOMER SATISFACTION INDEX
Our commitment to excellence and quality in service has allowed us to achieve a rating of 8.76 in the 2022 customer satisfaction index. For this reason, today we continue to take care of everyone's water with transparency, efficiency and sustainability.


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.
NEW BONUS FOR MINIMUM VITAL INCOME
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.
INCIDENCES ON THE NETWORK

INCIDENCES MANAGEMENT
Thanks to this service, you will be able to locate any incidence related to the water supply on the map and know its status quickly and easily. Enter the address where you want to locate possible incidents on the map.
INCIDENCES MANAGEMENT
Thanks to this service, you will be able to locate any incidence related to the water supply on the map and know its status quickly and easily. Enter the address where 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,minimum vital income and, now, also for those who suffer an illegal ocupation of their property. Consult and benefit.