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essential guide services

Customer Service | Find here the essential information and the latest news we have for you!

May 26, 2022


EPAL has been systematically improving its channels, its technological solutions and its services in order to respond to the Customer needs, in a more effective way.
Access here to our contacts, smartphone applications and contract management procedures that will allow you to simplify your relationship with EPAL. 


How can I contact EPAL?

• Customer Help line: 213 221 111, available 24h every day, (charged as a national rate call)
• Website: EPALnet (digital counter)• Free Smartphone app: myAQUA (available for Android and IOS)
This app has just been upgraded with new features giving the customer increased autonomy and ease in managing their contract. myAQUA allows the Customer to check and manage their contract data, send in readings with online validation, check water bills, obtain payment references and pay by MBWay and much more. 

• Download the free H2O Quality app  and find out about the quality of the water distributed to your home as well as see the location of drinking fountains near where you

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

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

•  EPAL has also two Shops: 
    EPAL Shop in Restauradores - open from 8:30 am to 7:30 pm (working days), 
    EPAL Shop in Laranjeiras One Stop Shop - open from 8:30 am to 7:30 pm (working days) and from 9.30 am to 3 pm on Saturdays.
    If you want, you can book your face-to-face appointment here. 

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 (Division 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 IOS)
waterbeep® (online validation of the reading)
• You can also send a photo / image of the meter reading to [email protected] 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.

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?

 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, (charged as a national rate call) to request new Multibanco references 
• At EPALnet and app myAQUA, select the option MB Way and enter the associated mobile phone number. Then just confirm the payment on the MB Way app
• 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


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, 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 [email protected]

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 its possible at the EPAL Restauradores Shop - Av. da Liberdade, 24, or at EPAL Shop in Laranjeiras One Stop Shop.
 If you want, you can book your face-to-face appointment here.

For all other matters concerning New Supply Applications, please send an email to [email protected] in the care of the New Connection Systems Area


More information. Consult our FAQS

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