Bill Clarification Procedure

Clarification procedure for water consumption charges:

Step one:
Consumers interested in clarifications regarding excessive water consumption billing shall submit a clarification request form to the corporation within 30 days from the last due date for the relevant periodic bill.

The corporation shall investigate the matter as required by the Rules of Water and Sewage Corporations, and notify the consumer in writing, within 14 business days from the date of receiving the clarification request, about the results of such investigation.

Stage two:
Consumers may submit additional requests within 21 days from the date of receiving the notification regarding the results of the investigation, subject to payment of the required fees for further investigations.

If one or more of the terms specified in section 50 of the Rules of Water and Sewage Corporations are met, the amount paid by the customer for any additional investigations shall be refunded. The corporation shall notify the consumer in writing, within 21 business days from the date of receiving the request for additional investigations, about the results of such investigations.

In cases where the Chief Executive Officer (the corporation’s CEO) is convinced, in light of all the investigations conducted and data available, that there is probable cause to assume that the consumption amounts registered by the consumer’s water meter are false and do not reflect the actual volume of water supplied to the consumer – the CEO may decide, upon request by the consumer, to charge the consumer based on a consumption estimate, in accordance with section 52a of the Rules of Water and Sewage Corporations.
The corporation shall inform the consumer about any such decision in writing, within 60 days from the date of submitting the request.

Cases where consumers may not submit a request for clarification following an excessive billing:

• A dedicated water meter: if the consumer has submitted a request for clarification following an excessive billing in accordance with the Rules of Water and Sewage Corporations in the previous two years, regarding a dedicated water meter.
• A central water meter: if the consumer has submitted a request for clarification following an excessive billing in accordance with the Rules of Water and Sewage Corporations in the previous two years, regarding the central water meter in a property / area.
• The refund period, when estimating consumption in accordance with section 52a, shall not exceed two billing periods.

Consumers who are not entitled to submit clarification requests to the CEO, may still submit such requests to the Water Authority.