How to File a Complaint with the National Water Company Over a High Bill
If your water bill is unreasonably high after confirming there's no leak (or even after fixing a leak you found), you have the right to file a formal objection with the National Water Company. This guide explains the practical steps for filing an objection correctly.
Step One: Confirm the Cause Before Objecting
Before filing any objection, compare the current meter reading with the reading shown on the bill, and review your previous bills to see whether the increase was gradual or sudden. If you suspect an internal leak, it's best to book an electronic inspection and get a technical report documenting the network's condition — this report significantly strengthens your objection request because it either proves a genuine technical cause or clearly rules one out.
Channels for Filing an Objection
- Online branch / mobile app: Log in to your account, choose "Bill Objection" or "Track Complaints and Requests" from the e-services, then follow the steps to submit your request.
- Unified call center: You can contact the unified number 8004411110, available around the clock, to file a complaint or check on its status.
Documents That Help Speed Up the Objection
- A clear photo of the current meter reading.
- A photo of the bill being disputed.
- A certified technical report from a leak-detection provider (whether a leak was found or ruled out) documenting the condition of the internal network.
What Happens After You File the Objection?
You usually receive a reference or ticket number as soon as you submit the request, which you can use to track the complaint's status later through the same channel (the website or app). Follow-up may include a technical visit to verify the meter reading or review consumption, and the response time varies depending on each case, so it's best to keep the request number and check on it periodically rather than waiting for an automatic reply.
If You're Not Satisfied with the Initial Response
If you don't reach a satisfactory outcome through the direct channels, you have the right to escalate the complaint to the regulatory body responsible for the water and electricity sector. Keeping all documents and reference numbers from the start makes this step easier if you need it.
A Practical Tip
Don't wait for the bill to stay high for several consecutive months before acting. Every month of delay with an actual undetected leak means additional waste of water and money, and early documentation (meter reading + technical report when needed) makes the objection process clearer and faster.