Our Customer Services Hotline provides 24-hour 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 giving up/taking up of consumership (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.
| Services | Cantonese | Putonghua | English |
|---|---|---|---|
| To report water main burst | 1>0>0 | 2>0>0 | 3>0>0 |
| To report water supply faults (e.g. no water supply etc) |
1>0>1 | 2>0>1 | 3>0>1 |
| To take up consumership | 1>3>1 | 2>3>1 | 3>3>1 |
| To give up consumership | 1>3>2 | 2>3>2 | 3>3>2 |
| To check A/C balance and to obtain duplicate water bill (Interactive Voice Response Service) |
1>2>1>1 | 2>2>1>1 | 3>2>1>1 |
| To change mailing address (Request for Form) |
1>2>4>3 | 2>2>4>3 | 3>2>4>3 |
| To report hydrant leak (Voice Mail Service) |
1>1>3 | 2>1>3 | 3>1>3 |
| 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 | ||
| Billing and Consumership Matters | 24 hours | |
|---|---|---|
| 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.