Sumito-kun@@@@Service Offices@Waterworks Bureau,City of Kyoto
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FAQ
Procedures
œI would like to use the domestic water service. (Application for using the domestic water service)
œI shall be leaving the area and wish to stop the water service. (Application for discontinuation of the water service)
œPlease tell me the procedure to change the information on the water service application form. (Change of information written on the initial application)

Payment
œI was told a deposit is necessary for application of a new water service. Please tell me how much the deposit is and why it is necessary.
œCan I take the overdue bill with me to pay the water charge?
œI have lost my payment bill.
œI need the payment bill to be sent to another address other than the one using the water service.
œI would like to pay the water charge by direct debit. (Application for direct debit payment)
œIs a credit card usable for payment for water and sewage charges?
œBy using well water in addition to domestic water supply, do I have to pay any addition charges?

Others
œA door to door salesperson came to my house selling water purifiers. Was this salesperson selling purifiers from the Waterworks Department?
œSometime red colored water comes from my tap when it first starts to run. Is it alright to drink it?
œWhy does the water smell of chlorine?
œWhy does the water smell fishy?
œWhy does the water have a musty smell?
œMy water consumption has suddenly increased.
œMy toilet never stopped flushing, so I contacted a company in an advertisement and asked them to fix the problem. But the company demanded a high repair charge. What can I do?
œAs it gets colder, the water pipe outside of my house gets frozen so no water comes out. What should I do to prevent freezing?
œWhat should I do if water is leaking on a road?
œWhat should I do when the sewage pipe gets blocked?



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I would like to use the domestic water service. (Application for using the domestic water service)

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Your application can be accepted in your area branch office or from the Customer Service Section in the Kyoto Prefecture Office. Please bring your hanko stamp or seal, the deposit and your customer number*.* Your customer number is attached around your entrance door as a label or sticker, or if the service has been discontinued, there will still be a label or sticker around the door with the customer number on it.


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I shall be leaving the area and wish to stop the water service. (Application for discontinuation of the water service)

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Please notify us of the actual date of leaving. Your water bill will be assessed by the water meter reading from the previous payment to the day your leave. The charge of actual usage will be deducted from the deposit you paid when you opened the account for water service. Application for service discontinuation can be accepted by phone. Please contact the branch office in your area. Also please tell us your new address and phone number so we can contact you.


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Please tell me the procedure to change the information on the water service application form. (Change of information written on the initial application)

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You can conduct the change procedure in the branch office in your area. Please bring your hanko stamp or seal, and your customer number*.


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I was told a deposit is necessary for application of a new water service. Please tell me how much the deposit is and why it is necessary.

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The deposit is a form of guarantee money. The Water Service Ordinance Article 23, Clause 1 of Kyoto City stipulates, before starting the water service, the user of the service must pay the equivalent of an estimated amount for 2 months water charge. This is calculated by nozzle pipe/tap size, purpose of usage and if it is for industrial use.The Water Service Ordinance Article 23, Clause 2 of Kyoto City stipulates, when the user request discontinuation of the water service, for example for moving, the actual water usage at the time of discontinuation will be aggregated against and taken from the initial deposit. When there is any money remaining after the aggregated payment, the balance will be refunded to the user.


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Can I take the overdue bill with me to pay for the water charge?

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Yes, you can. Pay at the counter in your area branch office, or at a financial institution or convenience store. Post offices, however, can not accept overdue payments.
Failure to pay soon after this will be followed by a final letter informing you, that we will discontinue and stop the water service. Please ensure you pay the water charge at the time specified.


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I have lost my payment bill.

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Please contact the branch office in your area. The office will create and send a new bill. Please understand this procedure takes a little time. Please discard the original bill if you find it once you have paid the water charge.


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I need the payment bill to be sent to another address other than the one using the water service.

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Please contact the branch office in your area for change of invoice delivery address. The bill will then be sent to the new address.


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I would like to pay the water charge by direct debit. (Application for direct debit payment)

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With direct debit, your water and sewage charges are automatically paid to the Waterworks Department from your account in the financial institution you use.Obtain a direct debit transaction form from your financial institution, fill in your account and customer number, and then authorize the form with your hanko stamp or seal. Once the procedures are completed, the financial institution informs the Waterworks Department. The Department will then send you a postcard to notify start of direct debit soon after all procedures are completed within the Department.Direct debit service is available in banks that have a Head Office or branch offices, and the Shinkin Bank located within Kyoto City, as well as Post Offices and Japan Agricultural Cooperatives (JA) in Kyoto, Osaka and other 4 prefectures in Kinki area.


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Is a credit card usable for payment of water and sewage charges?

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No. Only two ways are acceptable, either direct debit or payment bill.


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By using well water in addition to domestic water supply, do I have to pay any addition charges?

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Well water is not chargeable, as the water stems from nature, same as spring water in the mountains or water from a river. If you use well water and then discharge it into public sewage facilities, however, a sewage charge is required to be paid.Contact the Sewage Charge Section in the Sales Division. (Phone number: 672-7828)


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A door to door salesperson came to my house selling water purifiers. Was this salesperson selling purifiers from the Waterworks Department?

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Staff from the Department never visits your house for testing water-quality or sale of products.Some unscrupulous traders put pressure on householders to purchase expensive purifiers by showing them the reaction to chlorine with your tap water and playing on your anxiety. Regulated levels of chlorine are definitely contained in drinking water for sound hygienic reasons.


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Sometime red colored water comes from my tap when it first starts to run. Is it alright to drink it?

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This is principally due to rust in the water service pipes within your house. Conditions of colored red water vary, depending on which tap is used even in the same house. Water supplied by the Waterworks Department contains hardly any iron that is likely to cause rust. Running the water for a while changes from red to a normal transparent color. Use the initial water when you turn it on for usage other than drinking water, or have the degraded pipe-work changed.


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Why does the water smell of chlorine?

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The cause of the chlorine smell comes from the chlorine contained in the tap water.The Water Works Law stipulates disinfection by chlorine for tap water is mandatory.The Law ordains residual chlorine must be detected at more than 0.1mg per liter at the tap or facet outlet.Boiling the water once, uncovering and then boiling it again for 3 to 5 minutes can remove the smell of chlorine. After boiling the water, all the hygienic properties in the water are removed. Either consume it immediately or keep in a refrigerator.


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Why does the water smell fishy?

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The main reason for this problem comes from the proliferation of phytoplankton emanating from Lake Biwa.
Organism Proliferation time
Uroglena Late April to mid May

EMeasures taken by the Waterworks Department
When the growth of micro-organisms Uroglena irrupts in Lake Biwa, the deodorizing effect is enhanced in the purification process, through the addition of active carbon and intensification of solidification and sedimentation at the Water treatment plant.A fish smell stemming from Uroglena has no harmful affect to humans.Boiling the water once, uncovering then boiling it again for 3 to 6 minutes can remove the smell. After boiling the water, all the hygienic properties in the water are removed. Either consume it immediately or keep in the refrigerator.


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Why does the water have a musty smell?

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The main reason for this problem comes from the proliferation of phytoplankton emanating from Lake Biwa.
Organism Proliferation time
Phormidium June
Anabaena August - October
Oscillatoria August - October

EMeasures taken by the Waterworks Department
When the growth of plankton that emits an abnormal odor irrupts in Lake Biwa, the deodorizing effect is enhanced in the purification process, through the addition of active carbon and intensification of solidification and sedimentation at the Water treatment plant.A musty smell stemming from the plankton has no harmful affect to humans.Boiling the water once, uncovering then boiling it again for 3 to 6 minutes can remove the smell. After boiling the water, all the hygienic properties in the water are removed. Either consume it immediately or keep in the refrigerator.

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My water consumption has suddenly increased.

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The cause of an increase in water consumption can be a water leak within your house area.
A meter reader from the branch office will notify you when the consumption quantity increases two times greater than the previous meter reading or when compared to the same time in the previous year. You can also easily check for leakage using the procedure below:
ETurn all taps off in the house and wait a few minutes. Check the meter.
ECheck if the pilot indicator in the center of the meter or red pointer on the right is rotating.
@ENot rotating: No error
@ERotating: You have a water leak.

*Please contact your branch office if water is leaking. Water supply works companies designated by Kyoto City can be introduced to you.


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My toilet never stopped flushing, so I contacted a company in an advertisement and asked them to fix the problem. But the company demanded a high repair charge. What can I do?

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Some people ask advice for a solution from water repair companies advertised in distributed fly sheets who demand high payment charges. These companies have a mode of operation to apply psychological pressure on consumers who are facing an emergency, using catchphrases like gExcellent service for emergencies / immediate service / 24-hours service / low charges.hIn order to avoid this type of trouble, before the onset of the repair, listen to the description of the repair, ask for an actual estimation and fully understand the conditions of the repair.When you are unreasonably requested to pay a high charge rate, different from the contract, contact and consult the Civil Life Center in Kyoto City.The Waterworks Department has established a system for designated companies to be on standby at night, at weekends and national holidays. Contact for your local branch office for repairs, even in an emergency.
For consumer consultation - dial 256-0500 for Kyoto City Civil Life Center


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As it gets colder, the water pipe outside of my house gets frozen so no water comes out. What should I do to prevent freezing?

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Place thermal insulation (thermal tube) around the pipe. Cover the thermal insulation from the bottom to the top using vinyl tape for waterproofing.In the event the pipe is frozen and no water comes out:
- Do not pour hot water on the tap or pipe. This may cause it to break or burst.
- Wait until it naturally defrosts by a temperature rise. Or cover it with a towel then gradually pour lukewarm water slowly on the towel until it defrosts.


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What should I do if water is leaking on a road?

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If you find water is leaking on a road or pavement in your neighborhood, please contact a branch office immediately. Staff will visit the site for investigation.When you contact the branch office, they will ask your name, address and phone number. Please understand these questions are for precise location identification.


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What should I do when the sewage pipe gets blocked?

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Please check the blocked area, the condition and then contact your branch office, when a drain pipe or drainage facilities within your house gets blocked, or when a sewage pipe such as a connection point or installation pipe from your house to the road is blocked. The office will contract a cleaning company. Note in either case it will be chargeable to clear the blockage.Please contact your branch office, when the main pipe in the road gets blocked. In this case, the cost of clearing the blockage will covered by Waterworks Department.



General Affairs Section General Affairs Division
Waterworks Department
City of Kyoto 12 Higashikujyo-higashisanocho, Minami-ku, Kyoto City
Phone: 075--672-7810 Fax: 075-682-2711