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COVID-19: Customer contact and services. What has changed?

Jun 24, 2020

See what's changed?

(updated information)

In response to the current COVID-19 pandemic and in compliance with the guidelines of Decree No. 2-A / 2020, of March 20th, of the Presidency of the Council of Ministers that regulates the application of the state of emergency decreed by the President of the Republic, and by the General Directorate of Health, in order to combat the spread of the CoViD-19 outbreak among its customers, EPAL has implemented exceptional and temporary measures for the service provided that are being reassessed and readjusted as new lines of action are defined.

Currently, following new laws that are being passed and are changing the exceptional and temporary measures implemented to combat the pandemic, EPAL is permanently updating the set of contractual management measures with its customers. 

See the most up-to-date information here:

 

How can I contact EPAL?

To combat the spread of infection and minimise the risk of transmission, an appointment-only service has been introduced at the Restauradores shop. For urgent matters, you can book your visit by calling the Customer Help line on 213 221 111 (available 24h every day).
  
The service is provided in compliance with social distancing rules and the room is regularly disinfected.

Customers are urged to comply with the instructions of the General Directorate of Health and to avoid travel as much as possible, remembering that telephone and digital channels are available to resolve any question about the service provided, without leaving the comfort of their home.

• Customer Help line: 213 221 111 (available 24h every day)
• Website: EPALnet (digital counter)
• Free Smartphone app: myAQUA (available for Android and iPhone)
• Download the free H2O Quality app  and find out about the quality of the water distributed to your home.

In addition, you can also use the free EPAL phone lines:

 • Send in meter readings: 800 201 101 (free)
•  Report a bust pipe in the street: 800 201 600 (free)
•  Loss of supply: 800 222 425 (free)

Our Contact Centre has been reinforced and is always available to provide responses and to resolve all situations.

The One Stop Shop in Laranjeiras will open again to the public on 15th June, but by appointment only.

If you want to be served at the EPAL Laranjeiras shop, book your visit via the Customer Helpline on 213 221 111 (available 24 hours per day, every day) or send an email to atendimento@epal.pt.

 

We continue to work to ensure the continuity of the essential services we provide. Everyone's cooperation is essential.
 

Due to the COVID-19 pandemic, could there be interruptions to the supply?

Measures are in place to ensure continuity of supply in quantity and quality, with no interruptions foreseen. If they occur, they may be the result of urgent and unavoidable repairs to Lisbon’s distribution network, for example due to burst pipes in the street.


Will water quality control continue to be carried out?

Ensuring the quality of water throughout the entire EPAL supply system is one of the company's main concerns, with it following a policy of good operational and maintenance practices for this purpose.
 
The Direção de Laboratórios e Controlo da Qualidade da Água (Directorate of Laboratories and Water Quality Control) is the EPAL body responsible for designing, implementing and managing the Water Quality Control Plan (PCQA – Plano de Controlo da Qualidade da Água) in the EPAL Supply System.

This plan, which covers the analysis of water quality from its origins to the city’s distribution network, is being carried out in accordance with the guidelines and ERSAR regulatory authority and the health authorities. In addition, operational control is carried out at water treatment plants and other points in the supply system.

 

How can I send in my meter reading? 

EPAL has several options available for communicating meter reading.
Avoid billing by estimate and communicate the reading according to the date indicated on the invoice using the following means:

 • EPALnet | Innovative and interactive service that allows online validation of the reading. To sign up, register now!
• Meter readings phone line | 800 201 101 (free call)
• Free smartphone app: myAQUA (available for Android and iPhone)
waterbeep® (online validation of the reading)
• You can also send a photo / image of the meter reading to leituras.epal@adp.pt indicating your customer code.

 

How do you read the meter?

EPAL has different types of meter installed in its customers’ homes. From January 2019, when you send in your meter reading, use the numbers on a white or black background (m3), followed by the numbers on a red background (litres).   

What Should  I do if  EPAL reads my meter?

If EPAL are going to read your meter, you will be informed in advance by a message in the water bill prior to the reading and by means of a notice placed on the door of the building.

When visiting the sites, technicians comply with all safety rules imposed in this period of easing of the lockdown.

If the meter is inside the residence, we request and thank the customers for taking all safety precautions, in particular the use of a mask, during the technician’s visit to read the meter.
 

How is consumption billed if no reading is sent in?

If no reading is sent in, estimated consumption is billed.


What will happen in the case of a late Water Bill payment?

Following the COVID-19 pandemic situation, EPAL has temporarily suspended cutting off the water supply.  If you have overdue bills, you can make the payment using the following means:

• By Multibanco – Contact us on the Customer Help line: 213 221 111 (available 24h every day) to request new Multibanco references 
• Through the Post Office by postal order indicating your customer code 
• You can also sign up to the Direct Debit system via: EPAL Site, simply fill in the form and indicate your IBAN account number. Customer Help line | 213 221 111, giving your IBAN

 

Exceptional and Temporary Regimes - Suspension of Water Supply  

Under the terms of Order No. 149/2020, of 16th June, DR of 22nd June, under the exceptional and temporary regimes in response to the SARS-CoV-2 epidemic, the water supply will not be interrupted until 30th September 2020 if you are unemployed, if your household has experienced a reduction in income of 20% or more, or if you are infected with COVID 19.


How you can benefit from this exceptional regime:

You must send, by email or letter, a declaration in which you state “under honour” if you have suffered a reduction in household income greater than or equal to 20%, if you are unemployed or if you are infected with COVID 19. Alternatively, you can deliver this signed declaration, in person, to the Head Office shop at Av. da Liberdade 24 or at Laranjeiras one-stop-shop. To do this, you should book an appointment by phoning 21 322 1111.


How to calculate a reduction in income

Reduction in income corresponds to a decrease in income equal to or greater than 20% and is calculated by comparing the sum of household members’ income in the month in which the determining cause of the change in income occurs and the income earned by the same members of the household in the previous month.

The following are considered relevant for the purposes of calculating a reduction in income:

a) In the case of income from employment, the respective gross monthly amount;
b) In the case of income from self-employment, gross monthly invoicing;
c) In the case of pension income, the respective gross monthly amount;
d) The monthly amount of social security benefits received on a regular basis;
e) The values of other income received on a regular or periodic basis.

EPAL may subsequently request the following documentation:

Pay slips;
Employer's statement; 
or others obtained from the Tax and Customs Authority and Social Security websites.
 

What should I do if I have difficulty paying my bill?

EPAL is aware of the difficult economic situation that the outbreak of COVID - 19 is causing companies and families, and so is allowing payment in instalments, offering the following options:

• Interest-free instalment payment with settlement in the customer account
or
• Interest-free instalment payments with the signing of a Payment Agreement 

To set up an instalment payment plan, contact us through the Customer Help line: 213 221 111 (available 24h every day) or send an email to atendimento@epal.pt

What should I do if there is a water leak?

If you detect a visible burst pipe or a water leak, turn off the stopcock immediately.
EPAL is currently only carrying out repairs outside buildings. In this case, you should contact a plumber.

 

What should I do if there is no water or low pressure? 

Please contact our Customer Helpline (+351 213 221 111) so that this situation may be solved as soon as possible. 


How do I resolve issues related to Supply Processes?

The submission of New Supply Applications will only be possible at the EPAL Restauradores Shop - Av. da Liberdade, 24, by appointment through the telephone number 213 221 111 (available 24h  every day).

For all other matters concerning New Supply Applications, please send an email to geral.epal@adp.pt in the care of the New Connection Systems Area

 

More information. Consult our FAQS


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