Our Customer Telephone Enquiry Centre provides 24-hour hotline service throughout the year. Through the use of touch tone telephones, customers can choose to speak to our Customer Service Officers (CSO), listen to pre-recorded messages and information, or obtain application forms, duplicate water bills and information on certain topics by fax. During office hours, enquiry on account-related matters and on-line application for consumership termination/change (for personal and domestic accounts) by speaking to a CSO can also be made. When requested by the Water Supplies Department, customers can report their water meter readings through the Hotline.

Select Language

	Cantonese
	Putonghua
	English

 

Select Services

	Water Suspension and Plumbing Matters
	Billing Matters
	Giving Up and Taking Up of Consumership
	Application Procedures and General Matters
	Request for Forms
	Self-reading of Water Meter
	Reporting Water Main Bursts and to transfer to Customer Service Officer

 

Hot Key (After you have been connected to the Hotline, please press)

	Cantonese	Putonghua	English
To report water main burst
To report water supply faults (e.g. no water supply etc)
To take up consumership
To terminate consumership
To check A/C balance and to obtain duplicate water bill
To change mailing address
To report hydrant leak

Service Hours

Automatic Telephone Enquiry Service

Billing and Consumership Matters		24 hours
Water Supply and General Matters		24 hours

 

Operator Telephone Enquiry Service

Billing and Consumership Matters
	Mondays to Saturdays*		8:45a.m. - 6:30p.m.
	Sundays and Public Holidays		Closed
Reporting Water Main Bursts, Water Supply and General Matters			24 hours

* Only simple enquiries can be handled on Saturdays, interactive guidance messages will be issued to callers by the telephone system as appropriate.

In order to serve you better, your conversation with our Customer Service Officer will be recorded for reference.