How many ways can a registered consumer terminate his account?
There are five ways but it must be applied by the registered consumer and the account is registered in his personal capacity:
| (1) | Call Hotline at 2824 5000 during office hours (Only applicable to domestic accounts registered in the consumer's own name); |
| (2) | Complete the form at the back of the deposit receipt; |
| (3) | Complete the application form 'Request for termination of consumership and refund of water deposit' (Form WWO243); |
| (4) | Apply in writing with the account number, name of the registered consumer, Identity Card Number/Business Registration No, service address, date of termination and new mailing address. The letter must be signed by the registered consumer; and |
| (5) | Via Internet (only applicable to domestic accounts registered in the consumer's own name). Please refer to this web page. |
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To submit the application form in person at a Customer Enquiry Centre, is it necessary for the registered consumer to do it himself?
No, he can authorize another person to do it.
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After receipt of the application for change of consumership by post / telephone, when will the Water Supplies Department issue the deposit demand note to me?
For application by post, the deposit demand note will be issued in 8 clear working days from the date of receipt of the application and for application by telephone, the deposit demand note will be issued on working day next to the take-up effective date when no anomaly or omission is found for the application after application date.
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How do I know that my application for taking up consumership is successful?
You will know that your application is successful immediately if you apply through our Customer Enquiry Centres or Hotline 2824 5000. If the application is made by post, the registered consumer will be notified of the result about seven days from application date.
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How to submit the completed application form "Request for termination of consumership and refund of water deposit" ?
You can submit:
(1) By fax to WSD at 2802 7333 (Note : If you fax deposit receipt, please fax both sides.)
(2) By post to WSD, GPO Box 4030 Hong Kong or 43/F, Immigration Tower, 7 Gloucester Road, Hong Kong.
(3) In person to one of our Customer Enquiry Centres.
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How many days are required in advance to inform the Water Supplies Department to terminate the account?
14 calendar days in advance. Please refer to this web page.
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What are the procedures for termination of consumership for non-domestic account?
Application by telephone is not acceptable. Application in letter, or Form WWO243 can be sent to the Water Supplies Department by hand or post. If the account is registered in the name of a company, the notification should bear the company's chop and the signature of the authorized person.
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What are the procedures for termination of account for tenant of public housing flat or owner of Home Ownership Scheme premises?
The applicant should notify the respective housing estate office for tenant of public housing flat or submit the application directly to the Water Supplies Department for occupier of Home Ownership Scheme premises.
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For public housing tenants, how to apply for refund of deposit (if the account has already been terminated) ?
As the Housing Department will not apply for refund of deposit on behalf of their tenants, the tenants may
(1) Complete the form at the back of the deposit receipt
(2) Complete Form WWO243 "Request for termination of consumership and refund of water deposit"
(3) Apply in writing with the account number, name of the registered consumer, Identity Card Number, service address and new mailing address. The letter must be signed by the registered consumer.
(4) Apply in person at one of our Customer Enquiry Centres.
(5) Call Hotline at 2824 5000 during office hours (only applicable to domestic accounts registered in the consumer's own name)
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When will the final water bill be available after the application for termination of account?
Final water bill will be issued within 3 working days upon the taking of final meter reading. (Note: Under Water Works Regulation 17, the Water Supplies Department should be given not less than 14 days' notice for the termination of account.) Please refer to this web page.
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When will the deposit be refunded?
After receipt of the final bill, the balance of the deposit, if any, will be refunded to the registered consumer generally in nine working days upon the issue of final bill by means of a crossed cheque. Please refer to this web page.
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Where will the final bill and the deposit refund cheque be sent to?
They will be sent to the new mailing address provided by the registered consumer.
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If the registered consumer has passed away, how can his/her immediate family member (i.e. husband/wife/son/daughter/father/mother/brother/sister) apply for refund of deposit after termination of account?
The applicant needs to supply : (1) deposit receipt (if available); (2) copy of the applicant's Identity Card and his/her address information; (3) a Grant of Probate or Letters of Administration or Confirmation Notice issued by Home Affairs Department or death certificate, WWO365 and documentary proof of the relation between the deceased registered consumer (if the applicant is the father, mother, brother or sister of the registered consumer, besides documentary proof of relation with the registered consumer, he/she is also required to supply Declaration showing that he/she is the only person to submit such application) depending on the amount of refund of deposit. For refund of $1,000 or above or your relationship with the registered consumer is other than the above, Grant of Probate /Letters of Administration/Confirmation Notice issued by Home Affairs Department is required.
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If the registered consumer has passed away, his/her family member only wishes to apply for termination of account but not refund of deposit. How to apply for it?
General method for termination of account will be applicable. The applicant should notify the Water Supplies Department that the registered consumer has passed away. A copy of the Death Certificate should also be submitted. The final bill will be sent to the mailing address previously provided by the deceased registered consumer.
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With written authorization, can a non-registered consumer apply for termination of account?
Yes (for both domestic and trade accounts). However, the written authorization must be a legitimate one.
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When will the meter be disconnected after termination of account?
After the termination of account has taken effect, the Water Supplies Department (WSD) will send a letter to invite the current occupier of the premises concerned to take up the consumership within 14 days from the date of the letter. WSD will disconnect the water supply thereafter if no one takes up the consumership after 14 days.
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If I am moving to another apartment which has water supply and a meter, and the previous occupier has just moved out. How can I take up the consumership of my new apartment?
You should complete Form WWO1 and submit it with a copy of Identity Card (apply in personal capacity) / Business Registration (apply in the capacity of a company) to the Water Supplies Department. You may also apply via internet, call our hotline at 2824 5000 during office hours (only applicable to domestic accounts registered in the consumer's own name) or apply in person at one of our Customer Enquiry Centres. Please refer to this web page.
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If I am moving to another apartment which has neither water supply nor a meter. How can I take up the consumership of my new apartment?
You should complete Form WWO542 and submit it with a copy of Identity Card (apply in personal capacity) / Business Registration (apply in the capacity of a company) to the Water Supplies Department; and pay the reconnection fee and deposit. You may also apply via internet or in person at one of our Customer Enquiry Centres. Please refer to this web page.
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If I am moving to another apartment which has a meter but no water supply. How can I take up the consumership of my new apartment?
If you wish to become a consumer of the inside service in the apartment, you should apply for change of consumership. As regards the reason for no water supply, you may have to check
(1) with the Management Office whether water supply is suspended by the Management Office or WSD, or
(2) the stopcock before the meter position has been turned off by somebody else, or
(3) with Hotline 2824 5000 if none of the above has happened. Please refer to this web page.