Service users

Useful information about our services

Frequently asked questions

  • In case of pipe burst, am I required to pay the complete water bill?

    Yes, if the burst happened after your water meter. All registered consumption of water on the water meter, regardless of how it was consumed (leakage due to plumbing problems, leakage of flushing tanks, etc.), must be paid. 

  • What to do if you OVERPAY?

    If on the front side of your water bill in the section OVERDUE AMOUNT UNTIL DATE OF ISSUANCE OF BILL - NOTICE OF NON-PAYMENT there is an amount marked OVERPAID, it means you have overpaid your water services.

    In that case, please contact the collection officer by calling +385 52 529 946 and financial officers +385 52 529 944 and +385 52 529 976 to arrange a refund in full or the transfer of payment and a refund of the remaining amount.

    To get a refund for overpayment, it is necessary to fill in and sign the Overpayment Refund Request and send it to

  • Do I have to pay for water that leaks into my water meter shaft?

    Yes, if there is a leakage after the water meter. In case the water leaks before the water meter, you will not be charged for that volume of water. Regardless of whether the leakage is before or after the water meter, please report such faults to our emergency service because it is in our and your best interest.

  • Who is obliged to protect the water meter from freezing?

    With the arrival of winter (and expected low temperatures) it is necessary to protect the water meter shaft from freezing. The internal plumbing and the water meter in the water meter shaft should be protected in order to prevent water loss and unnecessary additional costs. The walls and the cover of the water meter shaft should be protected by insulating material, such as styrofoam, styrodur, or a bag filled with loose insulating material.

    This method ensures quality protection against freezing and allows unobstructed water meter readings. It is not recommended to wrap water meters with cloths, stone wool or similar materials that absorb water because they can only make the situation worse.

  • Is the water safe to drink?

    Yes. We regularly monitor and check the condition and safety of water for chemical compounds and bacteria. In the event the water is not safe, you will be notified on time through the media and our website.

  • Why does my water look white?

    White water is caused by the dissolution of tiny microscopic air bubbles in the water that form in the pipes due to high pressure. By releasing the bubbles, the water becomes clear and after a few minutes it clears up completely.

    It is a natural physical phenomenon and is not due to the presence of chlorine.

    By a simple experiment, anyone can check whether the reason for white water is dissolved air:
    1. Pour "white" tap water into a clean glass.
    2. After a few seconds you will notice the water clearing from the bottom to the top until all the air bubbles are released on the surface. 

    "White" water does not affect health and is safe to drink. 

  • Why does water sometimes drip on the safety valve of an electric water heater?

    Excerpt from manufacturers' instructions for connecting electric water heaters

    Water inlet and outlet on the water heater pipes are marked in different colours. The cold water inlet is blue and the hot water outlet is red.

    In case of a closed pressure connection system, pressure mixer taps must be used at the connection points. For safety reasons, when operating the heater, a safety valve or safety assembly must be installed on the inlet pipe to prevent the pressure in the tank to exceed the nominal pressure by more than 0.1 MPa (1 bar). The outlet on the safety valve must contain an atmospheric pressure outlet. When heating the water in the heater, the water pressure in the boiler increases to the limit set on the safety valve. As the return of water to the water supply network is prevented, this can result in water dripping from the outlet of the safety valve. You can pipe the dripping water into the drain via a receiver funnel, which is installed under the safety valve. The drain tube placed below the safety valve must be laid horizontally downwards in a place where it cannot freeze.
    If you want to avoid water dripping from the safety valve, an expansion tank should be installed with a volume of at least 5% of the heater volume on the inlet pipe.
    For proper operation of the safety valve, periodic checks should be performed to remove lime scale and check that the safety valve is not blocked. To check the valve, you must open the outlet of the safety valve by turning the handle or unscrewing the valve nut (depending on the valve type). The valve is operating properly if the water comes out of the nozzle when the outlet is open. 
    It is not permitted to install a shut-off valve between the heater and the safety valve, as this would disable the pressure protection of the heater!

    The heater can be connected to the water supply network of the building without a pressure reducing valve, if the pressure in the network is lower than the nominal pressure. If the pressure in the network exceeds the nominal pressure, be sure to install a pressure reducing valve.

  • Why does my water sometimes smell like chlorine?

    A solution of sodium hypochlorite (chlorine solution) is used to prevent or reduce microorganisms in water. After disinfection, part of the chlorine from the solution reacts with organic and inorganic substances in water, and the rest remains as a free chlorine residue proving the success of the disinfection process, which we can smell.

  • How hard is the water?

    Water is a good solvent, so there are always solutes in natural water. The type and amount of dissolved mineral substances depends on the chemical composition of the soil and its geophysical properties.

    Water is harder or softer depending, to a large extent, on the content of carbonate and bicarbonate ions that bind to calcium and magnesium salt ions.

    Total water hardness includes carbonate and non-carbonate hardness, i.e. all calcium and magnesium salts that are bound to carbonates, bicarbonates, sulphates, chlorides, nitrates and silicates. It is most often expressed in German degrees °nj or °dH according to the following estimate: 
    • very soft water: < 4 °dH
    • soft water: 4 - 8 °dH
    • medium hard water: 9 - 18 °dH
    • hard water: 18 -25 °dH
    • very hard water: > 25 ° dH

    The water in the area of the city of Pula is of medium hardness.

  • Why does lime scale appear in the water heater or on the faucet?

    When the water is heated, minerals such as lime scale are excreted, which can be seen at the bottom of a pot in the form of a white residue during boiling and on the heaters of household appliances (e.g. water heater) as well as on the pipes of your plumbing.

    Changes in the system pressure can cause lime scale to peel off the walls of pipes or heaters, which the consumer notices on faucet nets in the form of sand or flakes.

  • Is brown or reddish tap water dangerous?

    Reddish-brown colour of water is common in the morning or after prolonged stagnation of water in the pipes. Galvanized iron pipes oxidize over time and rust is formed, its tiny particles turn the water into a dirty brown-red, which is not harmful. It is recommended to keep your tap running for 5-10 min.

    If you are still not sure about the quality of the water or the dirty water keeps coming out for a long time despite flushing your plumbing, you can call the Dispatch Centre: +385 52 529 972, make a complaint and leave your details. The employees of Vodovod will contact you as soon as possible and take a sample of water on the water meter.

  • Why does the safety valve on the internal plumbing leak after the water meter has been replaced?

    Vodovod Pula d.o.o. as a water services provider, in order to reduce water losses and ensure quality and safe drinking water, uses the most accurate measuring devices that meet the requirements of existing standards and legal regulations, which with a built-in backflow preventer prevent the penetration of water from internal plumbing back to the public water supply system, all in order to protect other users of water services from possible consequences that could affect the quality of water supply.

    Due to hydraulic shocks caused by opening and closing taps, as well as by heating of water in heaters, the pressure in internal plumbing can increase.

    Before the backflow protection was installed, the pressure had been compensated in the public water supply system, and now it causes the safety valve to leak, which is basically its main purpose. To prevent safety valves from leaking, we recommend installing an expansion tank on the internal plumbing.

  • Why does Vodovod, after the consumer complains about the quality of water, take a sample on the water meter, and not from internal plumbing, where the irregularity was detected?

    According to the Water for Human Consumption Act, OG 56/13, and the Contract between the water supplier and consumer, the responsibility for the quality of water lies with Vodovod up to the point of delivery - the water meter. From this point on, the owner is responsible for internal plumbing. 

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