Through our Customer Services Centre and Customer Hotline, Macao Water offers you services to meet your satisfaction, answer your enquiries, and listen to your valuable opinions about our Company.

At Customer Services Centre

Appointment Service

In order to save the valuable time of our customers, Macao Water is pleased to offer an "Appointment Service". You can make your appointments in advance with us for services application through our Customer Hotline 2822 0088. Call us NOW and let us serve you promptly without the need to queue anymore!

1. You can apply:
   1. Service item
      • New Connection
      • New Meter Connection
      • Change of Consumership
      • Termination of Water Supply
      • Guarantee Deposit Refund
      • Reconnection
      • Change of Meter size or position
      • SMS Reminder Service
   2. Special benefit program
      • Elderly and Family-in-Need Program
      • Water for all
   3. Other services
      • Meter testing
      • Change of mailing address
      • Change of bill language
        
        
2. You can enquire:
   • Water consumption
   • Tariff and charges
   • Application procedures
   • Overdue payment
     
     
3. You can request for inspection services:
   • No water supply / poor pressure
   • Pipe / service connection burst
   • Meter leakage / damaged
   • Water quality
     
     
4. Other services:
   • Bill reprinting
   • Advance payment
   • Appointment for meter reading
   • Cut-off reading
   • Billing record
   • Electricity bill reprinting
   • Application for autopay
     
     
5. Business Hours
   Monday to Friday: 08:30 - 17:30.
   Closed on Saturdays, Sundays and Public Holidays.

CUSTOMER HOTLINE – 2822 0088

Just remember one number, you can get multiple services as follows:

1. Inquiry Service
• Account balance and payment due date.
• Application procedures such as reconnection, disconnection, change of consumership, refund of guarantee deposit and new connection, etc.
• Office hours of payment and customer services counters
• Brief explanation of bill amount
• Tariff and charges
• Payment method
  
  
2. Emergency Repair Service
• No water supply
• Poor pressure
• Pipe burst
• Meter Leakage
• Closing of Street Valve
• Water Quality
  
  
3. Report Meter Reading
   
   
4. Change Billing Language
   
   
5. Change Mailing Address

SERVICE HOUR OF CUSTOMER HOTLINE

Our Customer Hotline operates from Monday to Saturday between 08:00 and 20:00. Our customer hotline agents will answer your enquiries directly.

*Non-office hour from Monday to Saturday between 20:00 and 08:00 and full day of Sundays and on public holidays.

(* The incoming call will go through the Interactive Voice Response (IVR) system. The customer can listen voice message or contact our Call Center agent for emergency repair service)

USAGE OF THE CUSTOMER HOTLINE IVR SYSTEM

Please take the following steps:

• SELECT LANGUAGE
  For Cantonese, please press “1”
  For English, please press “2”
  For Mandarin, please press “3”
  
  
• SELECT SERVICE
  <1>For scheduled work information;
  <2>For emergency repair service;
  <3>For information of account balance and payment due date;
  <4>For reconnection and disconnection service, change of consumership, refund of guarantee deposit and application for new connection;
  <5>For general enquiry;
  <6>To report meter reading;
  <7>To leave a voice message;

You can use voice mailbox to leave your message and personal contacts if all lines are busy; our Call Center agent will return your call as soon as possible.