BTL ,E.P

Frequently Asked Questions (FAQ)

General Information

Questions
How can I contact the water utility customer service? How can I contact the water utility customer service? You can contact our customer service via phone, email [costumerservice@btl.tl], or by visiting our office. Our contact details for: Dili : Balkaun Caicoli [Númeru Telefone] [Enderesu Eskritóriu]; Balkaun Comoro [Númeru Telefone] [Enderesu Eskritóriu]; Balkaun Culuhun [Númeru Telefone] [Enderesu Eskritóriu]; Balkaun Colmera [Númeru Telefone] no [Enderesu Eskritóriu]; Aileu: [Númeru Telefone], [Rua Dom Baumeta, Aisirimou, Aileu]; Ainaro: [Númeru Telefone] [Rua Venancio Ferras Ainaro, Suco Ainaro, PA Ainaro]; Baucau: [Númeru Telefone] [Rua Tualeku, Bahú, Baucau]; Bobonaro:[Númeru Telefone] [Rua Maleana, Aldeia Aculaka, Suco Lahomea-Maliana]; Covalima: [Númeru Telefone] [Rua Sukaer Ren,Aldeia Tabaco Lot,Suco Debos, Posto P.A Suai]; Ermera: [Númeru Telefone] [Campo Democracia Gleno,Ermera]; Lautem:[Númeru Telefone] [Rua 30 de Agosto, Fuiloro, Lospalos]; Liquica: [Númeru Telefone] [Rua 11 de Outobro de 2016, Travesa Maubara, Aldeia Nartutu, Suco Maumeta, PA Bazartete]; Manatuto: [Númeru Telefone] [Aiteas Hahi Rain]; Manufahi: [Númeru Telefone] [Av. Francisco Xavier, Nunlau,Manufahi-Same]; Viqueque:[Númeru Telefone] [Rua Beloi Caraubalo, travesa rua wekeke, aldeia Mamulac Suco Caraubalo, PA Viqueque];
What activities does BTL provide? What activities does BTL provide? BTL provides activities such as, water connection, filling private water tank car, 4m³-10m³, BTL water tank car, 5m³-8m³, private water tank car, 4m³-10m³, BTL water tank car, 5m³.
Where do we buy coupons for BTL and private water tanks? Where do we buy coupons for BTL and private sewage tank cars? And how much does it cost? Where do we buy coupons for BTL and private water tanks? Where do we buy coupons for BTL and private sewage tank cars? And how much does it cost? BTL and private water tank cars can buy coupons at the customer service counter Comoro, Fomento Street, 150 m from MasBro Restaurant. BTL and private sewage tank cars can buy coupons at the customer service counter Colmera, in front of São Sebastião Street.
What are the office hours of the water utility? What are the office hours of the water utility? Our office hours are Monday to Friday, from 8:00 AM to 5:30 PM. Lunch Break 12h00 too 13h30.
Why do I have to pay for water at the BTL office? Why do I have to pay for water at the BTL office? Currently all customers can only pay payment for any tariff at the customer service counter or can also do bank transfer to BTL account.
I want to pay for water bills or other activities (new connection, water tank, septic tank, etc.) at home, can I? I want to pay for water bills or other activities (new connection, water tank, septic tank, etc.) at home, can I? BTL will not authorize any personnel to collect revenues in the field without any authorization from the hierarchical superior of BTL and the authority
Are there BTL employees who regularly come to collect money at our house, using cards and uniforms? Are there BTL employees who regularly come to collect money at our house, using cards and uniforms? BTL employees who present a declaration letter and wear official BTL attributes such as uniforms and ID cards are authorized to collect revenue in the field, with prior approval from both local authorities and BTL management. If any customers have concerns or suspicions, they may take photos or note the employee’s ID and submit a complaint at the service counter in their respective municipality.
Where does my drinking water comes from? Where does my drinking water comes from? In Dili, the water supply system relies on two primary sources: ground water and surface water. Approximately 70% of the city's water comes from ground water, while the remaining 30% is derived from surface water. The surface water is sourced from the Benamauk, Maloa, and Tohumeta rivers. Water is drawn from this source and then treated in 3 water treatment plant such as WTP Benamauk, WTP Central, and WTP Bemos before traveling via pipes to your home or office.
What laws and regulations deal with the process of water distribution, water treatment, water payment? What laws and regulations deal with the process of water distribution, water treatment, water payment? Decree Law No. 41/2020 of 25 September “Creation of Timor-Leste Water, Public Company” and approves the Statute of BTL, E.P. Institutional Reform from the General Directorate of Water and Sanitation (DGAS) to BTL, E.P. Decree Law No. 4/2004 of 11 February on Approving the Regime of Water Distribution to the Public; Decree Law 31/2020 of 26 August on Control of Water Quality for Human Consumption; Ministerial Diploma No. 1/2004 of 11 February on the Tariff Table, and Ministerial Diploma No. 1/2009 of 5 October on the Inspection of the Water Distribution System.
Why doesn't BTL directly bring us an invoice every month? Why doesn't BTL directly bring us an invoice every month? Currently BTL is in the process of research and cooperation with telecommunications operators to be able to send water bills to each customer every month via SMS or email. But customers who want to receive their bills every month can inform the officials at the counter to register and bring the bill to your place of residence every month or send it to your email.

Billing and Payments

Questions
Why do I have to pay the clean water Tariff? Why do I have to pay the clean water Tariff? All citizens who access or have the right to clean water through public sewerage, have a duty to contribute to the state by paying clean water tariffs, so as to guarantee the sustainability of clean water in the future. written in (Article 4.o No. 2,b; Article 12, No. 2), under Decree Law N°. 4/2004 of 11 February;
I want to pay the fee or 6 months, is it possible? I want to pay the fee or 6 months, is it possible? NO. All customers can only pay their water tariff while they have used it and will pay according to the number of meter readings per month or for customers who do not have a meter will pay a fixed tariff per month determined in each municipality.
How is my water bill calculated? How is my water bill calculated? Your water bill is calculated based on the amount of water you use, measured in cubic meters, and the applicable rate per cubic meter. Housekeeping rates : Consumption/expenditure up to litters : 14 m³= $ 0.20 Consumption/expenditure per litters : 14 m³= $ 0.40 Consumption/spend : 14 m³ x $ 0.20 = $ 2.80 1m³ x $0.40 = $0.40 Total : 15m³=$ 3.20 General (business) tariff: Spending up to a few litters will be charged to $ 0.60
Do I need to bring any documents when paying my water bill? Do I need to bring any documents when paying my water bill? YES, before making payment the customer needs to show his reading sheet or fix the meter registration to be proof that can be identified in the customer database registration.
What payment methods are available? What payment methods are available? You can pay your water bill via bank transfer, at BTL office, or at authorized payment counters. Bank Transfer : Conta Bancaria BANK : Bancu Nacional Timor Leste (BNCTL) Name of Account : BEE TIMOR-LESTE (BTL, E.P.) Account Number : 02100223235281 IBAN : TL380040210022323528125 Vendor Kode : VK0499 Address : Avenida 20 de Maio Caicoli Dili Timor Leste Postal No. 194, Telp 3311539 At BTL office, or at BTL authorized payment counters
I have paid my water bill by bank transfer. Do I need to show my transfer receipt to BTL? I have paid my water bill by bank transfer. Do I need to show my transfer receipt to BTL? YES, customers who make payment of water tariff through bank transfer need to show their receipt to the billing officer at each counter to be registered in the water billing system
What should I do if I have not paid my water bill for several months? What should I do if I have not paid my water bill for several months? If you are unable to pay your water bill on time, it is your responsibility to contact BTL's customer service as soon as possible to arrange a payment plan. Failure to make contact or settle your bill within three (3) months will result in the issuance of a formal notification letter. Upon receipt of this notice, you will have ten (10) days to pay the outstanding amount at the nearest service counter. If no action is taken within this period, BTL reserves the right to disconnect your water supply and impose a fine, in accordance with Article 14(1)(b) of Decree-Law No. 4/2004 of 11 February.
Am I still required to pay the water tariff if the water quality is poor (e.g., bad smell, high turbidity, or bad taste)? Am I still required to pay the water tariff if the water quality is poor (e.g., bad smell, high turbidity, or bad taste)? Yes, all customers are required to pay water tariffs based on meter readings, in accordance with Decree-Law No. 4/2004 of 11 February and Ministerial Decree No. 1/2004 of 11 February. However, if you experience issues with water quality, you are advised to first close the stop valve connected to your meter to prevent further use of potentially affected water. Then, you may submit a formal complaint to the BTL service counter in your respective municipality, or in Dili at the Caicoli service counter. For immediate assistance or to request water quality testing, you may also contact our laboratory directly at +670 78442115, 78012571, or 76390391. Our staff will be available to support you..
When water pressure become low, customer has to pay water tariff? When water pressure become low, customer has to pay water tariff? All customers will make payment based on the number of meter readings. We recommend that customers identify these problems, can submit their complaints to the service counter according to each municipality and in Dili (Caicoli counter).
Until when I have to pay my water bill? Until when I have to pay my water bill? You can pay your monthly water bill at the nearest counter after the meter reader has read it at your place of residence. Or you can make payments for invoices that are pending or delayed during working hours.
Does BTL accept the late payment? How many days does BTL accept the late payment? Is there any extra fee for the late payment? Does BTL accept the late payment? How many days does BTL accept the late payment? Is there any extra fee for the late payment? YES, we accept late or pending payments. Invoices that are pending or delayed should not exceed 3 months because they will receive a notification letter. And the letter refers during the period of 10 days, if the customer does not fulfill his duty will terminate his water connection and apply a fine according to (Article 14.o No. 1,b), under Decree Law N°. 4/2004 of 11 February.
How many years of unpaid water bills do I have to pay? How many years of unpaid water bills do I have to pay? First, customers must continue paying their current monthly bills. For unpaid invoices from previous years, customers are encouraged to visit the service counter in their municipality or in Dili (Caicoli counter) to arrange a payment plan based on their financial capacity. Once the payment plan is agreed upon, the customer is required to fulfill the payment obligations until all outstanding debts are cleared.
I bought the house “two” years ago. If does BTL have some unpaid bills for the previous owners, present owner has to pay these unpaid bills? I bought the house “two” years ago. If does BTL have some unpaid bills for the previous owners, present owner has to pay these unpaid bills? YES, continue to pay the billing left by the previous landlord. Therefore, BTL suggests to all citizens who buy houses from any citizens who sell houses or land and have the installation of BTL property meters, please communicate with the owner of the property or you can also communicate with BTL customer service in advance before buy these properties to avoid payments that are not your obligation.
I have paid the clean water tariff what about others who do not come to pay the clean water tariff? Ex: My neighbors who never pay clean water tariff, what measures will you take against them? I have paid the clean water tariff what about others who do not come to pay the clean water tariff? Ex: My neighbors who never pay clean water tariff, what measures will you take against them? All customers are obliged to pay the water tariff stipulated in Decree Law N°. 4/2004 of 11 February and Ministerial Decree No. 1/2004 of 11 February. For customers who never pay the water bill, BTL will give notification during a period of 10 days customer must come to the counter to pay the water bill. During these periods, if the customer does not fulfill his duty, he will terminate his water connection and apply a fine according to (Article 14.o No. 1,b), under Decree Law No. 4/2004 of 11 February
Why is the water tariff we pay so expensive? Why is the water tariff we pay so expensive? All customers will pay the water rate according to their expenses (m³). And according to the type of client stipulated in Decree Law N°. 4/2004 of 11 February and Ministerial Diploma N°. 1/2004 of 11 February.
Does BTL have an online payment system? Does BTL have an online payment system? Currently, BTL does not offer an online payment (e-payment) system. However, we are in the process of conducting research and consultations with telecommunications operators to explore the implementation of such a system. An official public notice will be issued once the online payment service (e-payment) becomes available to all customers.

Penalties

Questions
why is our water connection suspended? why is our water connection suspended? Because of non-compliance with the rules defined in Decree-Law No. 4/2004 of 11 February: • Failure to pay connection or reconnection fees, according to Article 14, No. 1, a); • Failure to pay water service fees, according to Article 14, No. 1, b); • Interfere with or damage the connection of water supply system facilities, including any water meter and any part of the water supply system, in accordance with Article 14, No. 1, c): • Connect to the water supply system without authorization from the Water and Sanitation Service / BTL, E.P., according to Article 14, No. 1, d): • Failure to comply with technical requirements and instructions from the Water and Sanitation Service./ BTL, E.P., according to Article 14, No. 1, e).
Will any fines be applied during our suspension? And how much does it cost to pay a fine? Will any fines be applied during our suspension? And how much does it cost to pay a fine? YES, a fine will be paid in the amount defined in Decree-Law No. 4/2004 of 11 February •Interfere with water and sanitation service equipment, according to Article 27, No. 1, a); • Preventing authorized personnel (BTL staff) from accessing water service property is prohibited and subject to penalties in accordance with Article 27No.1b) of Decree-Law No. 4/2004 of 11 February. •Divert water abstinence to consumers for any purpose without authorization from the Water Service, according to Article 27, No. 1, c); •Make connections to the water supply system without authorization from the Water Service., according to Article 27, No. 1, d); •Use electric pumps to remove water from public sewers, according to Article 27, No. 1, e); • Sale of water directly from the water supply system, according to Article 27, No. 1, f); • Collection by water management groups with tariffs that are higher than the number stipulated in Article 22, No. 7, of Decree-Law No. 4/2004 of 11 February, pursuant to Article 27, no. 1, g), of the said Decree-Law.

Water Meters

Questions
How often is my water meter read? How often is my water meter read? Your water meter is typically read once a month. The exact schedule can vary based on your location.
Can I read my own meter meter (fill in the reading sheet) and process payment each month? Can I read my own meter meter (fill in the reading sheet) and process payment each month? YES, customers who make their own BTL readings can receive and process payment by taking a photo of the last meter reading that shows the time and date of the reading, including presenting the customer's fixed reading.
What should I do if my water meter is not working properly? What should I do if my water meter is not working properly? If you suspect your water meter is not working correctly, please contact our customer service to schedule an inspection. Clients are strictly prohibited from tampering with or damaging the water meter, as such actions constitute a violation and are subject to a fine in accordance with Article 14(1)(c) of Decree-Law No. 4/2004 of 11 February.
I lost my water meter. What should I do? I lost my water meter. What should I do? If you lose your water meter, please report it to our customer service immediately. A replacement meter will be installed, and a replacement fee may apply based on Decreito Lei N°. 4/2004 de 11 de Fevereiro no Diploma Ministerial N°. 1/2004 de 11 de Fevereiro.
Customer has already received water from DGAS time, but he lost water meter. Customer has to pay the registration fee again for installing a new water meter? Customer has already received water from DGAS time, but he lost water meter. Customer has to pay the registration fee again for installing a new water meter? YES. If the water meter is lost, broken, or damaged due to impact, the client is responsible for covering the cost of a new connection, in accordance with Article 14(1)(c) of Decree-Law No. 4/2004 of 11 February.; NO. Once the customer’s meter and ID are registered in BTL’s customer database system, E.P., and the meter remains in place, intact and undamaged, the customer is not responsible for any replacement or reconnection costs.;

Water Service

Questions
How do I apply for a new water connection? How do I apply for a new water connection? To apply for a new water connection, please visit the nearest BTL office and complete the application form. You will be required to provide valid identification (such as a voter card or national ID — for both husband and wife if married — or a passport for foreign nationals), proof of property ownership, and payment of the applicable fees. The cost of a new connection varies depending on the type of customer.
What should I do if I experience a water outage? What should I do if I experience a water outage? If you experience a water outage, first check whether your neighbors are also affected — it may be a wider system issue. You can call our emergency hotline at 8002000, or visit our Caicoli service counter (located on Avenida Mercadu Municipal) to report the problem.
How can I check if there are any planned water service interruptions in my area? How can I check if there are any planned water service interruptions in my area? Planned water service interruptions are usually announced on BTL’s official Facebook pages. We encourage customers to follow our page for updates and notifications relevant to their area.
I use a Sanyo (electric water pump) to get water — why is this prohibited? I use a Sanyo (electric water pump) to get water — why is this prohibited? Yes, the use of a Sanyo or any electric pump connected directly to the water meter is strictly prohibited. This practice is subject to a fine under Article 27(1)(e) of Decree-Law No. 4/2004 of 11 February. Using electric pumps directly on the meter can reduce water pressure and prevent neighboring customers from receiving water properly. We recommend that customers connect their Sanyo or electric pumps to a storage tank or well that is filled with water supplied through the meter—not connected directly to the meter itself.
Why doesn’t water come every day, and why is it not on time? I can’t get water because I go to work every day. Why doesn’t water come every day, and why is it not on time? I can’t get water because I go to work every day. Water distribution in certain areas may not follow a set schedule due to several factors. It depends on the volume of water available from the source (whether from the intake or underground drilling) and the capacity of these sources. Additionally, during the long summer months, reduced water volume may occur. There may also be illegal connections that damage the water flow, or maintenance and repairs required for the transmission and distribution networks. Increased population density in your area can also affect water availability. For these reasons, BTL distributes water based on availability, which may not always align with specific times or days. However, BTL is working to implement solutions that will ensure customers receive water for longer periods, even with lower pressure, to better accommodate their needs.
Why is the water pressure so low? Why is the water pressure so low? Low water pressure, often caused by illegal connections made by unknown people especially directly connected to the transmission line, thus preventing water loss of pressure and eventually many customers get water with low pressure. Or maybe our technical teams make improvements and maintenance to the water transmission and distribution network, the same situation we often announce on our social media page Facebook so that all customers can know the reason for the low water pressure.
I heard that the water in the neighboring village is very strong, so I asked my friend to pull water for me from there. Can I do this? I heard that the water in the neighboring village is very strong, so I asked my friend to pull water for me from there. Can I do this? No. According to Decree-Law No. 4/2004 of 11 February, only BTL employees are authorized to make water connections to each household. This process requires registration at the service counter and data collection by BTL technicians to determine if there is an existing connection that can provide water to your home. Additionally, payment for the new connection must be processed. You cannot access water from the neighboring village, as it may be that our distribution line is clogged, or there is low water pressure. It is also possible that your neighbors have a direct connection to the transmission line. We recommend that all customers experiencing similar issues visit the service counter in their municipality or in Dili (Caicoli counter) to file a complaint.

Water Quality

Questions
Is the water supplied safe to drink? Is the water supplied safe to drink? Yes, the water supplied by BTL is treated and meets clean water standards. It is analyzed in accordance with public health standards for potable (drinkable) water, as set out in Decree-Law No. 31/2020 of 26 August. However, because the water travels through underground distribution pipes that may be affected by illegal connections or other external factors cause risk of contamination, we strongly recommend that all customers boil or filter the water before drinking.
How often is the water quality tested? How often is the water quality tested? BTL regularly conducts water quality tests for both surface water and borehole (groundwater) sources. In Dili, for example, surface water at ETA (Water Treatment Plant) is monitored daily, with three tests conducted per day. In addition, comprehensive water quality testing for the entire system—including boreholes—is carried out monthly.
Where is the water we drink tested? Where is the water we drink tested? Water that BTL distributes to customers is tested at the BTL National Laboratory and mini laboratories located at each water treatment plant (WTP).
When can I access clean water again after distribution is stopped due to dirty water? When can I access clean water again after distribution is stopped due to dirty water? It will be accessible again when the Laboratory team tests for physical, chemical and bacterial parameters. When the quality meets the standards mentioned in Decree Law 31/2020 of August 26, we can only distribute and recommend for consumption.
Since our water comes from the river, should I be worried about pollution at or in the river? Since our water comes from the river, should I be worried about pollution at or in the river? Yes and no. The department of Environmental and Quality control treat and tests its water before it leaves our plants, so there is very little need to worry about contaminants from pollution in your drinking water. You should however, be cautious of what you allow to travel down the storm drains which flow to the river. Even though you may not hurt by them, it hurts the diverse river ecosystem and could eventually affect the quality of our water.
Who do I call if I have questions regarding water quality? Who do I call if I have questions regarding water quality? You can call our lab at +67078442115/78012571/ 76390391/ and our staff will happy to assist you.

Account Management

Questions
Can I transfer my previously registered contacts and information to someone else (family member or person to whom the client is selling his land or house or third parties? Can I transfer my previously registered contacts and information to someone else (family member or person to whom the client is selling his land or house or third parties? YES, you can. You can submit your complaint to the service counter according to each municipality and in Dili (Caicoli counter) to renew your information by filling out the form prepared by BTL. Before making the renewal, the client must come, or make a letter of declaration delegating competence to someone you trust or someone you have sold your land or house to, and present it with an electoral card/BI.
Is renewing my contacts and information free? Is renewing my contacts and information free? YES, it is free or no charges will be applied.

Conservation and Efficiency

Questions
How can I reduce my water usage? How can I reduce my water usage? To reduce your water consumption, follow these steps: Repair any leaks in the pipes between the meter and your house. Remind all household members to turn off taps when not in use. If no one is home, you may turn off the stop valve (stop cram) near the meter—this will automatically stop water flow and prevent the meter from running unnecessarily.

Emergency and Maintenance

Questions
What should I do in case of a water-related emergency? What should I do in case of a water-related emergency? In case of a water-related emergency, such as a major leak or pipe burst, contact our emergency line immediately 8002000 during the work hours or you can submit your complaint to the service counter according to each municipality and in Dili (Caicoli counter).
How do I report a leak or other issue in my neighborhood? How do I report a leak or other issue in my neighborhood? You can report a leak or other issues by calling our customer emergency line immediately 8002000 or you can submit your complaint to the service counter according to each municipality and in Dili (Caicoli counter).

Partnership