Water Ombudsman: how to use it?
Verified 09 October 2026 - Public Service / (Prime Minister)
You can refer the matter to the water mediator if the dispute between you and your water or sanitation service has not been resolved. For example, in case of disagreement about an abnormally high water bill. The mediator proposes a solution to resolve the dispute. If the dispute persists, you can appeal to the court. We explain the procedure to follow.
Step-by-step approach
Before referring the matter to the water mediator, you must have made a written complaint to your water or sanitation department. You must describe the dispute.
It is recommended to make this claim by registered mail with acknowledgement of receipt.
Your water or sanitation service has 2 months maximum to answer you.
If you are not satisfied with the response from your water or sanitation service or if you have not received a response, you can contact the water ombudsman.
This appeal can be made directly online or by post:
Online
You can contact the water ombudsman online:
You must describe the dispute. If your dispute involves a water leak, you must describe its location.
You must scan the following documents:
- Duplex copy of water or sanitation bills (or quote) to identify service(s)
- Copy of written complaints to water or sanitation services with apparent address and date (less than 1 year old)
- Copies of service responses to these complaints, if any
- In case of leak, indicate its precise location and send the copy of the repair invoice if you have it
- Any document deemed relevant to the examination of the application
By post
You can contact the water mediator via a form:
You must describe the dispute. If your dispute involves a water leak, you must specify its location.
You must attach the following supporting documents to the form:
- Duplex copy of water or sanitation bills (or quote) to identify service(s)
- Copy of written complaints to water or sanitation services with apparent address and date (less than 1 year old)
- Copies of service responses to these complaints, if any
- In the event of a leak, indicate its precise location and send a copy of the repair invoice if you have it
- Any document deemed relevant to the examination of the application
All documents (form and supporting documents) must be sent to the water mediator, preferably by registered mail with acknowledgement of receipt.
Who shall I contact
Allows you to find an amicable solution when there is a dispute with your water and/or wastewater treatment provider.
By post
Water Mediation
PO Box 40463
75366 Paris Cedex 08
By internet
On the site of the water ombudsman
Warning
The water mediator cannot be seized if the dispute has already been examined or is being examined by another mediator (for example, a company or group mediator) or by a court.
The water mediator proposes a solution to the dispute in a 3 months delay.
You and your water or sanitation department receive this proposal by simple mail (postal) or email.
You and your water or sanitation department are free to accept or to refuse the proposal of the water ombudsman.
The acceptance or refusal to follow this proposal must be done within the deadline set by the water mediator. This deadline is mentioned in the letter sent by the water ombudsman.
The consequences differ depending on whether the water ombudsman's proposal is accepted or rejected:
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You accept
You agree with the water or sanitation service to implement the proposal made by the water mediator.
For example, your water or sanitation service agrees to reimburse you.
You refuse
If the proposal of the water mediator does not settle the dispute, it is possible to make a appeal to the court of your place of residence.
Who can help me?
Find who can answer your questions in your region
Water Mediator
Allows you to find an amicable solution when there is a dispute with your water and/or wastewater treatment provider.
By post
Water Mediation
PO Box 40463
75366 Paris Cedex 08
By internet
On the site of the water ombudsman
Online service
FAQ
Water Mediator