Our Water andSewer Services

The service provided by the Nagoya City Waterworks & Sewerage Bureau is managed and run withthe water charges we receive from our customers.

1

Introduction
Thank you for using Nagoya City Water/Sewer Service.
This booklet contains general information you need to know about our water/sewer service.
If you have any questions, please contact the Nagoya City Waterworks & Sewerage Bureau.

Table of Contents
1 Water supply equipment/Private sewer

3

2 Your water/sewer bill and how to pay it

5

3 When you have water/sewer problems

9

4 Preparation for disasters

11

5 When calling Nagoya City Waterworks & Sewerage Bureau

13

6 How to start or stop water/sewer service

14

7 Contact us

152

1 Water supply equipment/Private sewer
Water supply equipment
In order to use tap water at home, you must have a line installed that is connected to the underground water main.
The equipment that runs from the water main connection to water taps in your home is called the water supply
equipment.
The water supply equipment and indoor plumbing (including faucets, shut-off valves, and tank-free toilet) must be
properly maintained on a daily basis to ensure that you will receive safe, clean water, the correct water pressure aswell as to avoid possible malfunctions of supply parts/equipment.

Public-private boundary

②

③

④

①

Water supply equipment

Customer (Home owner)
Responsibility

Waterworks & Sewerage
Bureau Responsibility① Water main

② Shut-off valve③ Water meter④ Service line

Water pipe to transportwater to our customers.

Main valve to turnon/off the water.

Water meter installed on the service line tomeasure customer’s water usage. The water
meter is owned by the waterworks & seweragebureau and rented out to the customer. In
accordance with law, it will be replaced with a
new meter every 8 years.

Water pipe totransport waterfrom water main totaps in your home.

3

Private sewers
Pipes and catch basins placed within properties to discharge waste water (wastewater/rain) into the sewer main arereferred to as the private sewers. Please note that what components are required or not in the private sewers may
differ depending on the wastewater disposal method used in the area where you live.
If clogging or malfunction occurs in the private sewers and repair work is required, all the costs should be borneby the customer (home owner). In order to ensure that the sewage system will work properly, we encourage you toregularly inspect and clean catch basins and traps.

Combined Sewer System Rainwater discharged into thesewer main.

Separate Sewer System Rainwater discharged into
U-shape drain.

Public-private boundary

Public-private boundary

Rainwaterpipe

Rainwaterpipe

U-shape
drain

③

Road

①

①

⑤

②

②

Sewer Main (Wastewater/rainwater)

Private Sewers

Sewer Main (Wastewater)

Waterworks & Sewerage
Bureau Responsibility

Customer (Home owner) Responsibility

Waterworks & Sewerage
Bureau Responsibility① Public sewer catch basin ② Public sewer lateralThis collects wastewaterin the property anddischarges it into the
public sewer lateral.

④③③ Pipe trap

④ Floor (bell) trap

Private Sewers

Customer (Home owner) Responsibility⑤ Anti-odor catch basin

This functions
partly as an odor
barrier. Dirt tends
to collect here, socheck occasionallyand clean it if it’s
dirty.

This connects the
public sewer catchbasin to the sewer
main.

4

2 Your water/sewer bill and how to pay it(1) Water/Sewer Charges
The water/sewer charges will be calculated starting on the day when you start using water.
The water/sewer charges will be calculated from the amount of water you use.
How your water usage is calculatedYour water/sewer charges are calculated for the water used during the 2-month period between the day following theprevious metering and the latest metering.
(Example) In case of June water metering

June meter reading – April meter reading = Water used (during the 2-month period)
１５３ –
１１０
４３㎥
=
The amount of your water usage is determined by the numbers shown on your water meter.
How to read your water meter【In case of a water meter for a 13 mm pipe】
Water/sewer charges are calculated by 1 cubic meter; 1 m3/10 m3/100 m3/1,000 m3 (in white).

㎥
0 1 5 3 9
Read the 4-digit numbers from left to right as the arrow points.
The meter shown above reads 153 m3.
Where the water meter is locatedFor private home owners

You can find the water meter located in your property near the adjacent road in
most cases.

For residents of apartmentcomplexes

You can find the water meter located inside the pipe shaft (a box where
electric/gas meters are also located) on either the right or left side of the wallnear the entrance hallway.

We appreciate your cooperation in allowing for theunimpeded reading of your meter.
We may have to enter your property on the day we readyour water meter.
To ensure unimpeded water meter reading, please makesure that no objects are left on the meter and your dog is
kept under control.

5

Please do not leave any objects in the pipe
shaft or block the door with bikes and otherbelongings.

The day when we come to read your water meter is called metering day, and Nagoya City
Waterworks & Sewerage Bureau will read the meter once every 2 months.
On metering day, you will receive a Water Usage Notice (Metering slip) showing your water
usage for the 2-month period.

Water Usage Notice (Metering slip)
10

1
2
3
4
5
7

6

8

Sample

9

11

見本
1

7

Customer Number

For every application for water service, an individual
customer number will be provided.

2This is your bill amount calculated based on yourwater usage. For customers who also use our sewer
service, your bill will include the sewer usage charge.

Supply Equipment Number

8

For every water supply equipment, an individual
number will be provided.

3

Billing Period

910Receipt for your water/sewer bill(for automatic withdrawal)

This is a receipt for automatic withdrawal. Pleasecontact our customer center (See P.15) if you would
like an official stamp of the bank you use placed on
the receipt.

Account Type

This is your category of purpose of use of water.
It serves as the basis for the calculation of yourcharges.
Pipe size used in the water charge calculation isshown here.

6

Message Column

Notice or information from the bureau is shown here.

Usage Period

This is the period from the day after the previous
metering day until this metering day.

5

Automatic Withdrawal Date

For customers who pay their bills through automaticwithdrawal, the date your bill amount will bewithdrawn is shown here.

The billing period for the charge amount on your billis indicated here.

4

Total Amount Due

11 Voice Code “Uni-Voice”
A portion of the information on water usage can beread aloud or displayed in text format.
*Available in Japanese and English

Meter Reading and Usage AmountYour usage amount is calculated by subtracting yourprevious meter reading from this meter reading.
《Reference》is the amount you used at this time lastyear (1 year ago).
6

When you are using water and sewer for your residence, your water charge will be classified
as ‘residential’, and your sewer charge will be classified as ‘residential sewage’.
Your water charges will be the total amount (rounded down to the nearest yen) calculated
from the basic rate with taxes included, which is determined by your purpose of water
use and your pipe size, and from the volume-based rate with taxes included, which isdetermined by the amount of water you use.

Rate chart (excerpt)(Two-month period)
Basic water Basic rate, taxes
included*1
amount(yen)(m3)

Purpose of use

Residential

Volume-based rate, taxes included*1(per cubic meter) (yen)1〜
13 〜 20
21 〜
41 〜
61 〜
12㎥
40㎥
60㎥
100㎥
㎥

13 mm
diameter

12

1,375.00

−

20

12

2,354.00

−

25

12

3,432.00−

Personal
use

11.00

169.40233.20271.70Applicable from December 2019
*1 The amounts shown for the basic rate with taxes included and volume-based rate with taxes included have theapplicable taxes including consumption tax added on the basic rate and volume-based rate stipulated in Article
23 of the Nagoya City Water Service Ordinance, and are displayed up to the second decimal place.

Your sewer usage charge (within Nagoya City*) will be the total amount (rounded down to
the nearest yen) calculated from the basic rate with taxes included and from the excess
use rate with taxes included, which is determined by the amount of sewage your residence
discharges.

Rate chart (excerpt)(Two-month period)

Basic sewage volume(m3)

Basic usage rate *
(yen)

20

1,232.00

2

Excess usage rate, taxes included* (per cubic meter) (yen)1 〜 20㎥
21 〜 40㎥
41 〜 60㎥
61 〜 100㎥
2

118.80−176.00196.90Applicable from December 2019*2 The amounts shown for the basic usage rate with taxes included and excess usage rate with taxes included havethe applicable taxes including consumption tax added on the basic rate and excess usage rate stipulated in
Article 16 of the Nagoya City Sewer Ordinance, and are displayed up to the second decimal place.
* The sewer charges for customers who reside in Kiyosu City (excluding Kasuga District), Kujino District, Kitanagoya
City, Jimokuji District, Ama City, or Oharu Town will differ depending on their municipality.

7(2) Paying your water/sewer charges
Three payment methods are available.
Payment through automatic withdrawal
Payment with credit card
Payment using transfer slip

Payment through automatic withdrawal
Customers submit an automatic withdrawal request form to their bank or other financial institutions, and thewater/sewer charges will be debited from their account. This method sets up automatic debiting from youraccount each billing session, and it is necessary that you have that amount or more in your account. For more
information, please contact the customer center or your financial institution. If you would like to set up thispayment method, you will need your account number, your seal (or signature) registered with the bank, and yourcustomer number. It takes 1–2 months to complete the procedures, and, in the meantime, please use a transfer
form to pay your bills.
Automatic withdrawal dateThis automatic payment will be made either on the 26th of the same month as the metering day, or the 6th or 16thof the subsequent month (should any of these days fall on a Saturday, Sunday, or public holiday, then this shallbe the next business day). You will be notified of the automatic withdrawal date in the ‘Water Usage Notice’ (Seepage 6) you receive on the metering day.
Payment with credit card
Water/sewer charges can be paid automatically by credit card. Please note that prior registration online isnecessary for customers wishing to pay by credit card.
Please have your “Water Usage Notice” (See page 6) to reference your “Customer Number” and “Supply
Equipment Number” along with your credit card ready before registering.
Click the link below to register for automatic credit card payment.

https://www.water.city.nagoya.jp/

Select your preferredlanguage from theabove right.

Please navigate through the following menus to register: “For Customers” >>“Water/Sewer Services” >>andchoose “Automatic Credit Card Payment of Water/Sewer Charges Application/Changes”>>

Payment using transfer slip
Customers take the transfer slip they receive from the Nagoya City Waterworks & Sewerage Bureau to theirnearest bank, Japan Post Bank (Post Office), or to a convenience store that can handle Nagoya City water/sewerbills, and pay the amount in cash. Payment by smartphone is also accepted.
Please make payment by the due date shown on the transfer slip.

If customers do not pay their bills after the payment due date, or willfully impede thereading of the water meter, their service may be shut off.
Service may be restricted or stopped during unavoidable circumstances requiring urgency,such as natural disasters or waterworks construction.

8

3 When you have water/sewer problems
Situation

Possible Cause

What to do

No water comes out.

There may be a water outage
due to waterworks construction
or an interruption caused by asudden accident. For apartmentcomplexes, it may also be caused
by faulty water pumps.

Contact the Nagoya City
Waterworks & Sewerage Bureau(Contact the building manager incase of an apartment complex.)
We will notify you of waterinterruptions in advance except
for those caused by a sudden
accident.

The faucet is leaky
even when it’s tightly
shut.

Rubber seal in the faucet may beworn out.

The worn-out rubber seal needs
to be replaced with a new one.

Walls and floor aroundthe faucet are wet.

There is a possible water leakage
due to corrosion or breakage inthe water pipes.
Close the main valve (shut-off valve)
and request a repair. For customers
who live in an apartment complex,
please contact the building manager.

Water keeps flowing
in the toilet bowl evenwhen nobody is usingit.

Water doesn’t flow
down the drainsmoothly.

The ball float valve may haveproblems.

The water pipe may be clogged.

Request a repair. For customers wholive in an apartment complex, pleasecontact the building manager. For arepair required outside your property,
please contact the Nagoya City
Waterworks & Sewerage Bureau.

Pouring oil down the drain into the sewer system could cause clogging in the water
pipes and bad odors. To keep this from happening, we suggest you wipe off any
grease from the frying pan and dishes using paper towels first before washing them.

9Plumbing work contract
If you need any plumbing work at your residence, please contact Nagoya City designated plumbing companies andmake a contract.

Please Note!
Plumbing/repair service fees vary from one company/business to another. We suggest you inquire with various
companies/businesses about the cost to ensure that you are satisfied with the estimate before you sign thecontract.
*Some companies/businesses will charge you for an estimate. Make sure to inquire before you ask for one.

Repair/Maintenance Center (Nagoya City Designated Plumbers’ Coop)
TEL: ０５２−９７２−７２８５
Toll Free: ０１２０−２２７２８５

In order to respond to water/sewer emergencies within private properties, we are open to receive repair requests
24/7 (all year round). Nagoya city designated plumbing companies will come to your house to carry out theplumbing work. (Repair costs must be paid by customers.)

Your water/sewer charges in the case of water leakage
It is your responsibility to ensure that the water supply equipment within your property is properly maintained, andtherefore, repair costs and the water charge for the amount of water leaked due to water leaks must be borne byyou.
However, depending on where the water is leaking and the situation of each case, we may deduct a partial amountof the water possibly leaked out from your total water usage to calculate your water bill only if the repair is carriedout by Nagoya City Waterworks & Sewerage Bureau or one of the Nagoya City Designated Plumbing Companies (withthe documentation to prove that the repair work has been performed by one of the above.)
When water has been leaking for an extended period of time, we cannot deduct the entire amount of water leaked
during the period. We encourage you to get water leaks repaired promptly.
This does not apply for the following
Water leaks in the toilet, water leaks which occur somewhere in the piping after the water leaves the water tank inthe buildings/apartment buildings.

10

4 Preparation for disasters
It is expected that we will have difficulty serving our customers adequately in chaotic situations following anearthquake. Check the following to prepare yourself and your family for emergencies.

Storing drinking water
To survive, humans need at least three liters of water per day per person. In the event of abroad water outage due to a major disaster, it may take several days for water supply to berestored to our customers. Therefore, we recommend storing more than 9 liters of drinking
water (3 liters per day for 3 days) for each person.

How to store drinking water
If you store water in a plastic storage container, change the water once every 3 days andkeep it in a cool place.
We sell Mei-sui water as emergency drinking water at the Waterworks & Sewerage Bureau.
1 box contains more than 3-day worth water for one person.
<Reference: Stockpiling essentials for life during evacuation>
In the event of a major disaster, supply chains can be disrupted, leading to delays in thedelivery of relief supplies. In addition to drinking water, it is wise to adopt a rolling stock
method, where you regularly purchase a little bit more of your usual foods for efficient
stockpiling. Plan to have enough supplies, including food and other essentials, to last about 7
days, considering the size of your family.

How to close the shut-off valve
In the event of an earthquake, if there is a leak on your property, detecting leaks in the water distribution pipes canbe time-consuming. Additionally, there is a risk of water erupting on your property when service is restored after anoutage. If you discover a leak on your property or when you are evacuating to a designated shelter, be sure to shut
off the main water valve.

① Open the meter box.
② Turn the valve clockwise
and close it tightly.
On publicroad

On private
property
Water meter

Main valve

11

Useful equipment available in case of emergencies
If you have run out of your home's stockpiled water, you can obtain emergency water at emergency water supply
facilities, such as wide area evacuation sites, public schools, or other similar locations. These emergency watersupply facilities can be found on our official website. It is strongly recommended to research such facilities near yourhome or workplace beforehand, so you can be prepared for an emergency. You can also find locations of temporary
toilets with direct sewer connections on our website.

https://www.water.city.nagoya.jp/

Select your preferredlanguage from theabove right.

(Select Search for useful equipment for emergencies from the information on disaster prevention.)

Water Supply for Emergency
Permanent water hydrants/Temporary water hydrants
These facilities are available at regional emergency assembly areas. In an emergency,
bureau staff or private businesses will open the valve.

Sign for Water Supply
for Emergency

Underground water hydrants
This water supply system allows people in thecommunity to open the valve themselves to get
access to drinking water. This is available at every
public elementary school / junior high school within
the water supply area. An access kit is stored ateach school.

Sign for underground water
hydrant

Lid for underground water
hydrant

Sewer-connected portable toilets
Along the roads surrounding designated evacuation
shelters, manholes equipped for sewer-connected
portable toilets are installed. Toilet units are stored ateach designated evacuation shelter.

Sewer-connected
portable toilets

12

Manhole for sewer-connected
portable toilets

5 When calling Nagoya City Waterworks & Sewerage Bureau
Please use the following sentences to communicate with personnel at Nagoya City Waterworks & Sewerage Bureau.
We don’t have a very good command of English, and we would appreciate it if you could communicate with us in
Japanese as much as possible.
English is written on the top, and Japanese (in Roman alphabet) on the bottom. If you cannot speak Japanese,
please get someone who can speak Japanese (such as your building manager or an acquaintance) to contact thebureau.

I’ve just moved in, and I would like to use the water.
ＨＩＫＫＯＳＨＩ
ＫＡＩＳＨＩ

ＷＯ

ＳＨＩＴＥＫＩＴＡ

ＮＯＤＥ

ＳＵＩＤＯ

ＮＯ

ＳＨＩＹＯ

ＷＯ

ＳＨＩＴＡＩ．

I’m moving away, so I would like to stop using water.
ＨＩＫＫＯＳＨＩ

ＷＯ

ＳＵＲＵ

ＮＯＤＥ

ＳＵＩＤＯ

ＮＯ

ＳＨＩＹＯ

ＷＯ

ＣＨＵＳＨＩＳＨＩＴＡＩ．

I want to arrange for the automatic bank withdrawal.
ＧＩＮＫＯ

ＫＯＺＡ

My name is ().

ＷＡＴＡＳＨＩＮＯＦＵＲＩＫＡＥ

ＮＡＭＡＥ

My phone number is (ＷＡＴＡＳＨＩＮＯＷＡＴＡＳＨＩＪＵＳＨＯMy Customer Number is (
ＮＯ

ＷＡ （

）ＤＥＳＵ．

ＤＥＮＷＡＢＡＮＧＯ).

ＷＡＴＡＳＨＩＴＥＴＳＵＺＵＫＩＷＯＳＨＩＴＡＩ．

).

My address is (
ＮＯ

ＮＯ

ＷＡ （

ＷＡ （

）ＤＥＳＵ．

）ＤＥＳＵ．

).

ＯＫＹＡＫＵＳＡＭＡＢＡＮＧＯ

13

ＷＡ （

）ＤＥＳＵ．

6 How to start or stop water/sewer service
Starting your water/sewer service
When you would like to start water/sewer service, please contact the Nagoya City Waterworks & Sewerage Bureau
and let us know your name, address, phone number, and the date when you want to start using water/sewer service.
For more information on how to pay your water/sewer bill, please read How to pay your bill (P.8).

Stopping your water/sewer service when you move out
Please notify the Nagoya City Waterworks & Sewerage Bureau at least a day before you want to stop water/sewer
service, and let us know your name, address, phone number, customer number, and the date when you want to stopusing water/sewer.

How to pay the balance of your final billYour charges will be calculated from the previous metering day until the day your service is stopped.
Please choose from among the 4 following methods to pay your charge.
① Settlement of the charges at your residence on the day the service is stopped② Payment through automatic withdrawal (This will require you to keep your bank account for 1 month
subsequent to your service stoppage)③ Payment with credit card
④ Payment by transfer slip (If you are moving somewhere within Japan, we will send you a transfer slip. Please
pay at your nearest bank, Japan Post Bank (Post Office), or at a convenience store that can handle Nagoya City
water/sewer bills. Payment by smartphone is also accepted.)14

7 Contact Us
Customer Center
TEL ０５２−８８４−５９５９
FAX ０５２−８７２−１２９６
Business Hours(open 24/7)[Weekdays] 8:00 AM~7:00 PM[Weekends/Holidays, Year-end/New Year holidays (12/29~1/3)] 8:00 AM~5:15 PM
We can help you with the following
Start and stop of water/sewer service*
Change of customer name (applicant)Change of mailing address for transfer slip*
Minor repair service on the water supply equipment
Inquiry about your water usage and water/sewer bills
Inquiry about the method of payment including automatic withdrawal
Other inquiry about the water/sewer service.
*Apply at least one day before you want to start/stop water/sewer service. (If the day falls on a
Saturday, Sunday, holiday, year-end/New Year holidays, the latest day you can apply is thebusiness day prior to that day.)*Have documentation ready which shows your customer number (such as Water Usage Notice (P.6))
for a smoother application process.

Emergency Hotline
Our customer center will refer you to emergency numbers to call through a voice guidance system
when a leak has been discovered at your residence or on a public road during the night or on a public
holiday.

Planned & Compiled by Sales Division, Nagoya City Waterworks & Sewerage Bureau (TEL/052-972-3638 FAX052-972-3676)
April 202415