Water Supply and Drainage

CONSUMER CATEGORIES AND WATER RATE CALCULATION FOR RETAIL CUSTOMERS
Monthly billing

RESIDENTIAL BUILDINGS
Monthly billing
OTHER consumer categories
Monthly or fortnightly billing
If the customer denies the service provider access, or if the service provider is unable to establish the quantity to be billed due to another objective reason, the customer will be billed based on an estimate of their average daily consumption.
 
CUSTOMERS ARE UNDER OBLIGATION TO:
 
Allow the service provider continual and free access to the water meter without delay and without wasting the service provider’s time
Make sure that their plumbing is in good working order and monitor the reading on the water meter
Pay the charge for the quantity of utility service provided within 10 days of receiving the bill or by the due date specified on the bill at the latest
 
WATER RATES
 
New water service rates apply as of 1 March 2013. The way that the water service rates are calculated has been modified in line with the new regulations. Article 206, Paragraph 7 of the Croatian Waters Act (Official Gazette 153/09) and the Regulation on the Lowest Basic Rates for Water Services and Types of Costs that the Water Service Rates Cover (Official Gazette 112/10) require water service providers to set a fixed and variable part of the water service rates. All customers who are connected to the water supply system are required to pay the fixed part of the water rate irrespective of their consumption. The variable part of the water rate is based on the customer’s water consumption, expressed in cubic meters.
 
DRINKING WATER SUPPLY BY TANKER TRUCK
Order transport and distribution of drinking water by tanker truck on
Phone: 01/ 6163-348
Fax: 01/ 6163-347

DRINKING WATER SUPPLY BY TANKER TRUCK RATES
 
CUSTOMER NAME CHANGE The following documents are required to register customer name changes for customers residing in family homes:
Excerpt from the land registry
Real estate sale, donation or swap agreement
Court decision on inheritance
Please enclose an advance payment slip to tell us your customer code. All outstanding bills must be paid.
The following is required to register changes in customer status for customers residing in residential buildings:
Inform the Company in written about any changes relating to the number of persons or changes in customers based on a written application by the building manager or coproprietor representative, or a written and notarized statement made by the customer, by the 25th of the month at the latest.
If the duration of the change is shorter than one month, there is no need to register it.
If there is a commercial property in a residential building or if there is a business registered in one of the apartments in a residential building, and  there are no water submeters installed, the customers must agree among themselves about the portions of the total registered water consumption that they will pay. In addition to the portions of total consumption, expressed in percentages, the agreement must contain the full and the abbreviated customer name, seat, bill number and the business subject’s court registry number. Such an agreement must be authorized by the seal and signature of the authorised representatives of all water consumption stakeholders and delivered to the Sales Department in written form.
 
INTERNAL WATER METER INSTALLATION IN EXISTING OLD RESIDENTIAL BUILDINGS
 
Under the General and Technical Water Service Provider Terms and Conditions (Official Gazette of the City of Zagreb 17/13) and the Decision on the Amendments to the General and Technical Water Service Provider Terms and Condition from 12 December 2014, the installation of internal water meters at individual apartments and commercial properties within existing (old) residential buildings is performed in the following way.
 
Internal water meter installation procedure:
Internal water meters are not installed at old residential buildings by the company Water Supply System and Drainage (hereinafter: Supplier), but by private entrepreneurs chosen by individual apartment and commercial property owners in the market according to the procedure described below.
Internal meters are usually read remotely. If the building’s main water meter does not allow remote reading, the Supplier will replace the main water meter with a meter that allows remote reading as a part of the internal water meter installation process at the request of coproprietors and at their cost.
 
The coproprietors are under obligation to enter into a coproprietor agreement, which must be authorised by coproprietors of a minimum of 51% of the building. The coproprietor agreement regulates the relations related to the allocation of water consumption based on the readings of internal water meters installed at individual apartments or commercial properties, especially:
Names the legal entity (private entrepreneur) who will install the internal water meters at individual apartments or commercial properties and maintain the water meters and the reading equipment, if it has been installed, in the certification period;
Names the authorised person responsible for water allocation. The authorised person can be the legal entity who installed the water meters or another legal or physical entity (building manager, coproprietor representative)
Defines how water will be allocated between individual apartments and commercial properties that will not have water meters installed.
 
Customers enter into a water meter and supporting remote reading equipment maintenance and installation agreement with the legal entity installing the water meter, and enter into an agreement on water allocation based on main and internal water meter readings with the authorised person responsible for meter reading. The installation of an internal water meter at one apartment or commercial property is enough to start implementing the allocation of water by means of installed internal water meters.
 
The authorised person responsible for water allocation reads the main and the internal water meters, allocates water consumption and delivers the  billing data for all individual apartments and commercial properties in the building, irrespective of whether they have installed internal meters or not, to the Supplier in electronic form. Only one person can be named the authorised person responsible for water allocation per building, and the Supplier will not accept individual water consumption notices from customers.
 
The coproprietor representative or the authorised person responsible for water allocation is under obligation to deliver the following to the Supplier:
A copy of the coproprietor agreement and a list proving that 51% coproprietors have approved the agreement
A copy of the water meter and supporting remote reading equipment maintenance and installation agreement and the agreement on water allocation based on main and internal water meter readings
A table specifying the ownership shares of all customers
 
Submit your request for the replacement of your main water meter with a meter allowing remote reading:
By mail to Vodoopskrba i odvodnja d.o.o., p. p. 896, 10001 Zagreb
In person at Vodoopskrba i odvodnja d.o.o., Eleonore Patačić 1b, Zagreb
Scan it and email it to vio.informacije.reklamacije@zgh.hr
 
CONTACTS
 
INFORMATION ON WATER SUPPLY AND DRAINAGE IN CITY OF ZAGREB AND PARTS OF ZAGREB COUNTY

 
 
ZAGREB HOLDING CALL CENTRE
CALLS US ON 072 500 400*
 
(Our agents are accepting calls every day 0-24 h, *local call charges apply)
 
 
CUSTOMER RELATIONS DEPARTMENT (information and complaints):
Fax: 01/6163-770
Email: vio.informacije.reklamacije@zgh.hr
 
OPERATORS:
6163-000 for Folnegovićeva 1
6163-500 for Eleonore Patačić 1b
 
HOTLINES (available 0-24)
DRAINAGE 01/6163-222
WATER SUPPLY 01/6163-999
Note: to improve the quality of our services, we record calls to Drainage’s hotline
OTHER PHONE NUMBERS:
Report changes in the number of household members via a form (water sales):
Fax: 01/6163-657; 01/6163-226
Submit your water meter reading:
Phone: 01/6163-617

To submit your water meter reading online click here
To order drinking water transport and distribution services, call:
Phone: 01/6163-348
Fax: 01/6163-347
Address any mail to Water Supply and Drainage to:
Vodoopskrba i odvodnja d.o.o.
p. p. 896
10001 Zagreb
Personal identification number: 83416546499
 
SAMOBOR:
Operator: 01/6425-001
Complaints: 01/6425-002
Information on connections: 01/6425-003
Address: Zagrebačka ulica  18, 10 430 Samobor
Note: to improve the quality of our services, we record calls to the Water Supply’s hotline
Address any mail to Water Supply and Drainage to:
Vodoopskrba i odvodnja d.o.o.
p. p. 896
10001 Zagreb
Personal identification number: 83416546499
To maximize the quality of the services we provide and our communication with our customers, Zagreb Holding has set up the CONSUMER COMPLAINTS COMMITTEE