COUNT ON YOUR WATER
Canal de Isabel II has always been with you. And in these difficult times, we think we should get even closer. Therefore, we’re applying extraordinary discounts on the water invoices to some of the groups most affected by COVID-19: the self-employed, those affected by an ERTE (temporary furloughs), businesses and companies forced to close...
We won’t let you down. Regardless of what happens, if you live in the Autonomous Community of Madrid, you can count on us. Count on your water.
QUESTIONS AND ANSWERS
Is the service guaranteed?
At Canal de Isabel II we provide an essential service whose quantity, quality and continuity are
guaranteed. We work so that Madrid’s water remains the best.
Are you still working as normal?
We have two business lines: on the one hand, more than 1,400 people work on the ground to ensure the proper functioning of our facilities, laboratories, control centre, computer systems and telecommunications.
Another 1,350 colleagues are teleworking and providing support services to these workers, as well as providing customer support services.
From home or at our facilities, we continue to be water’s travel companions.
Is water being cut?
We have suspended all cuts to supply: water is a basic good and even more so now, when hygiene has become the best weapon of prevention against the virus.
Are meter readings being performed?
We have suspended readings while the state of alarm lasts. Instead, we will use an estimation system to measure consumption.
What happens if a breakdown occurs?
Of course, it will be repaired. The maintenance and conservation squads will work to resolve incidents: broken pipes, problems in sewerage networks, etc.
We remain at your disposal to deal with these incidents 24 hours a day on 900 365 365. Be patient, we may not be as fast as usual.
What can be done if you need to deal with a commercial procedure or report an incident?
Though we have closed our commercial offices, we continue to provide the same customer service. If you need to contact us, you can do so in any of the following ways:
- Free telephone number 900 365 365, for commercial procedures, from Monday to Friday from 8.00 a.m. to 8.00 p.m. and 24 hours a day, seven days a week, to report faults and incidents.
- Virtual Office: oficinavirtual.canaldeisabelsegunda.es
- Email: firstname.lastname@example.org
I am now having difficulty meeting payments; can I request a deferral?
Yes, regardless of your employment situation, at Canal de Isabel II we always offer the option of deferring and splitting payments with a plan tailored to each case. Furthermore, in the current situation no interest will be charged.
Send an email to email@example.com or contact us at 900 365 365.
I’ve applied for a discount, but it is not shown in the invoice I received. What can I do?
As soon as we confirm that the documentation is correct and register the discount, if we detect that we have billed for your consumption without applying the discounts, we will immediately generate an amending bill including the discounts to reimburse you the relevant amounts. And, if you prefer, you can cancel the direct debit with the bank until this happens.
TÚ PONES EL JABÓN, NOSOTROS EL AGUA
CUIDAMOS EL AGUA, CUIDAMOS DE TI
MADRID, TE APLAUDIMOS