Air Selangor

Frequently Asked Questions

You can deal with officers at our service counter at Air Selangor Regional offices. RM5 will be charged for every account that was printed. Documents that are needed to print out the account statement are :

Account owner

Photocopy of IC

Representative

Letter from the account owner
IC copy of the representative and account owner

For the latest six months period, water bills copy can be obtained through the Bill & Payment History feature on the Air Selangor App which can be downloaded on Google Play, App Store and Huawei AppGallery or on the Air Selangor Customer Portal. If the water bills copy you need have exceeded a period of six (6) months, only an account statement will be generated and you will need to visit our customer service counters by paying RM5.00 for each account.

For the time being, a request for an account statement can only be made at Air Selangor service counters.

Beginning 1 August 2020, postal bills will be sent bimonthly (meter reading will be conducted every month but bills will be sent out once every two months). For billing through email or Whatsapp (e-Bil), the bill will be read and sent every month via email or WhatsApp.

You can download your recent water bill for a period of six (6) months on the Air Selangor App which can be downloaded via Google Play, App Store and Huawei AppGallery or via the Air Selangor Customer Portal. Water bills that have exceeded a period of six (6) months can be obtained at our customer service counters by paying RM5.00 for each account.

e-Bil is an electronic version of the Air Selangor bill to replace paper bills received monthly by customers in Selangor, Federal Territory of Kuala Lumpur and Putrajaya. This electronic water bill contains the same information on the physical bill received by customers via email or WhatsApp account registered with Air Selangor.

Owner or tenant residing in Selangor, Federal Territories of Kuala Lumpur and Putrajaya, and receives monthly bills from Air Selangor.

You can visit https://update.airselangor.com to register for e-Bil. Additionally, you can also register for e-Bil through Air Selangor's Customer Portal and Mobile App.

You will not receive your monthly water bill via post after registering for e-Bil and will only receive your bill via WhatsApp, email or phone number that has been registered. Your water bill can also be viewed through the Air Selangor App.

Yes, tenants are encouraged to register if they have an account with Air Selangor to ease payment for their monthly water bill.

No, because e-Bil registration uses a unique ID in the form of your email address. Only one ID is allowed per account.

You may:

Call 15300*
Visit www.airselangor.com
Refer to Air Selangor's Facebook and Instagram page
Visit 10 Regional Customer Service Counters

_{*Note: Call charges from fixed line or mobile network are subject to respective service provider’s terms and conditions.}

Air Selangor will send your monthly water bills via email or WhatsApp to the email address and phone number that has been registered. Bill submission via postage services is no longer implemented. Customers can access their monthly water bills online by downloading the Air Selangor app on Google Play, App Store or Huawei AppGallery, or visit Air Selangor Customer Portal via https://crisportal.airselangor.com/

For an account that chooses to receive bills by postal address, the bills will be posted every two (2) months. You may subscribe to e-Bil (a monthly bill receipt will be sent via email or WhatsApp) to ensure you receive your bill every month. To subscribe to e-Bil, please visit https://update.airselangor.com/update/ or register via the Air Selangor Mobile Application or Air Selangor Customer Portal. Full access to customer will only be granted after e-Bil registration is completed.

Customers can choose to receive the water bill via postal service or e-Bil (through email or WhatsApp). Customers who have not received the water bill via e-Bil will receive it via post every two (2) months. The two (2) months water bills will be posted together.

You can make payment at any Air Selangor Customer Service Counters near you, online via the Air Selangor Customer Portal https://crisportal.airselangor.com/?lang=en or by clicking on the "My Account" https://crisportal.airselangor.com/?lang=en button at the top right corner of this website.

Yes. You can pay your bill online through participating banks only via JomPAY. Below are some of the participating banks:

AFFIN BANK
AMBANK
BANK ISLAM
BANK MUAMALAT
CIMB
CITIBANK
HONG LEONG BANK
HSBC
KUWAIT FINANCE
MAYBANK
PUBLIC BANK
RHB
UOB

Other than that, you can pay your bill online through FPX via Air Selangor Application or Air Selangor Customer Portal.

We are sorry to inform that currently there is no water bill payment facility via Standing Instruction (auto-debit) provided by Air Selangor. Customers are advised to utilise the other payment facilities offered by Air Selangor as follows:

Internet banking - JomPAY (Biller code: 4200)
Air Selangor Mobile App (download from Google Play & Apple Store)
Air Selangor Customer Portal at https://crisportal.airselangor.com/?lang=en
Air Selangor registered collection agent (POS Malaysia, Petrol Station & Convenience Store/7-Eleven)

Starting 1 January 2023, we no longer accept bill payments using cheques. However, bill payment can be made via:

Online Payment

Internet Payment through Jompay and FPX.
E-wallet like Touch 'n Go, GrabPay, Boost, Shopee and Lazada.

Other payment methods

Registered agents like KK Mart, 7-Eleven, 99 Speedmart, Pos Malaysia, Shell, Petronas and BHP.

Please be informed that you can make payment using your credit card through the Air Selangor App. Go to the Account tab and click the Pay button. Fill up the required details and you will be directed to your online banking login page. Proceed to log in and complete the payment. You may choose to make payment from your Savings Account or a Credit Card Account.

Alternatively, you may pay your water bill using credit/debit card via internet banking through JomPAY service. To pay via JomPAY, you need to sign-in to your internet banking page. Please enter Air Selangor's biller code: 4200 and column of Ref 1: Your water account number. Choose your preferred account (savings/credit card/debit) to proceed with your payment.

Payment that is made through platforms other than at the Air Selangor counters or JomPAY/FPX will be updated in the system within three (3) working days. Complaints can be made via the Air Selangor App or Air Selangor Customer Portal through the following steps:

Log in to the App or Portal
Go to Help Centre
Select Make a Complaint
Select Yes, water account
Select the relevant category and type of complaint (Payment Complaint/Payment Not Updated)
Enter your Complaint Description
Upload attachments/proof of payment
Send Complaint

You can also register for e-Bil for your water account to enable you to monitor and make payment online easily via the Air Selangor App or Air Selangor Customer Portal.

The last bill will be issued for the water usage until the date of the closing account. The charge will be deducted from the deposit. Only the balance of the refund will be returned or recredited to the consumer.

Your account number is your Account ID. It consists of 10 digit (new account number) and is stated at the top of your water bill.

Customers who are experiencing high water bills are encouraged to do a self-inspection to detect any leakages in the internal piping system from your meter to your home. If a leak is detected or suspected, please contact a certified plumber to do further inspection. If no leaks were detected in the internal piping system, you can submit your complaint to the Help Centre through the Air Selangor app or Air Selangor Customer Portal for further action.

Yes, account closure application and deposit refund can be made online by submitting the required forms and documents via the Help Centre on the Air Selangor App or Customer Portal. Please ensure all bill arrears (if any) have been completed before submitting the application.

Air Selangor will be verifying the document and application. If the application documents that have been submitted is complete, Air Selangor will be sending the bill charges for Deposit, Stamping Charge, Service Charge and Meter Installation (if any) to the registered email in 24 working hours. You can check your emails for further details and next step to take.

The water supply will be reconnected within one (1) working day after all the outstanding arrears and reconnection fees are settle at any Air Selangor Counter Service or payment via online banking (JomPAY) or Air Selangor Application.

Investigations will be conducted on your report and will be taken action within 24 hours.

Please send in your enquiry via the Help Centre (Enquiry > General Enquiry - Billing Related) and include your complete address, water meter serial number and your previous 13 digit account number (if any) for checking purposes. You may also contact 15300* for further assistance.

_{*Note: Call charges from fixed line or mobile network are subject to respective service provider’s terms and conditions.}

Yes. You can apply for account closure and deposit refund through the Help Centre (Enquiry > General Inquiry - Services) on the Air Selangor App or Air Selangor Consumer Portal.

To terminate the account, you may apply for the closure and refund of the account deposit. Please complete the application document which can be downloaded at https://www.airselangor.com/residential/my-account/?lang=en

Once it is completed, please forward the document through the Help Centre (Enquiry > General Enquiry - Billing Related) on the Air Selangor App or Air Selangor Consumer Portal.

The application for change of title for account Tariff Code 10 (Residence) can be made online via the following link:

https://www2.airselangor.com/apps/waterapps/

Please complete the Online Water Application - Change of Ownership Registration form on the link and a notification will be sent to the email address you have registered.

For online Change of Ownership (COO)/ Reapplication of Water Supply, you may submit your application at our website link https://www.airselangor.com/residential/manage-account/. It is currently applicable only for Domestic Tariff account.

Kindly go to the Change Account Ownership section and click Apply Online. Please fill up the Online Water Application form, and our officer-in-charge will send a notification to your registered email for further process.

Within 24 hours working day for Air Selangor's HQ counter to respond upon receiving the completed document from customer submitted online via email DocuSign.
Within 24 hours working day for Air Selangor's regional counters to respond to customers with the newly created account number and initial bill (deposit fee, stamping fee, processing fee, meter installation fee (if any), outstanding (if any) via email upon receiving completed documents
Within 24 hours working day for regional counters to complete registration of new account upon receiving full proof of payment from the customer as per bill issued.

Deposit refund porcess will take eleven (11) working days from the day of application is processed.

The application for an overpayment refund can be made through Help Centre (Enquiry > General Enquiry - Billing Related). The following documents are required:

A formal letter to refund the payment (please provide the bank's name and account number)
Copy of applicant's Identification Card (front & back)
Copy of payment receipt in PDF format or print screen

Request for refund or deposit can be made via the Help Centre (Enquiry > General Enquiry - Billing-related). The following documents are needed:

Closing Account and Refund Deposit Application Form which can be downloaded from https://www.airselangor.com/residential/manage-account/
Copy of account holder's IC (front & back)

The operating hours for Air Selangor counters are from 9:00 am to 4:30 pm, every Monday to Friday. The counters are closed on Saturdays, Sundays, and Public Holidays.

Please visit https://www.airselangor.com/faq/

Select Bill & Payment to get the complete list for Air Selangor's counter addresses.

Reconnection will be made within 24 hours after all the outstanding arrears and reconnection fees are made.

Please send the request for reconnection via the Help Centre on the Air Selangor App or Air Selangor Consumer Portal by following these steps:

Log in to the App or Portal
Select Help Centre
Select Request for Reconnection
Select your water account number
Enter your Description
Upload attachment/proof of payment
Submit your request

Water meter is faulty if the counters do not move (daily readings remain the same) even though water is consumed daily.
The meter counters do not move smoothly (rotation of the counters is unstable).
A faulty meter causes a leak and water comes out through the meter itself.

Promptly report to us by lodging a complaint via the Help Centre on the Air Selangor App or Air Selangor Customer Portal through the following steps:

Log in to the App or Portal
Go to Help Centre
Select Make a Complaint
Select Yes, water account
Select the relevant category and type of complaint (Meter Complaint/Meter Faulty)
Enter your Complaint Description
Upload attachments/photos (if any)
Send Complaint

You can apply for water meter testing by forwarding the verification below through the Help Centre (Enquiry & General Enquiry - Meter Related) on the Air Selangor App or Air Selangor Customer Portal for further action:

“I (Applicant's Name, Identification Card Number, Telephone Number), hereby confirm that I am the owner or tenant who has obtained permission from the account owner (select the applicable only) for the premise with the account number (XXXXXXXXXXXXX). I agree to pay RM50 if the meter test result obtained is a pass.

During the meter test, I will also be present/absent (select the applicable only)."

Yes, we suspect that your meter is broken. Promptly report to us by lodging a complaint via Help Centre on the Air Selangor App or Air Selangor Customer Portal through the following steps:

Log in to the App or Portal
Go to Help Centre
Select Make a Complaint
Select Yes, water account
Select the relevant category and type of complaint (Meter Complaint/Meter Faulty)
Enter your Complaint Description
Upload attachments/photos (if any)
Send Complaint

Promptly report to us by lodging a complaint via the Help Centre on the Air Selangor App or Air Selangor Customer Portal through the following steps:

Log in to the App or Portal
Go to Help Centre
Select Make a Complaint
Select Yes, water account
Select the relevant category and type of complaint (Meter Complaint/Wrong Meter Installation)
Enter your Complaint Description
Upload attachments/photos (if any)
Send Complaint

Promptly report to us by lodging a complaint via the Help Centre on the Air Selangor App or Air Selangor Customer Portal through the following steps:

Log in to the App or Portal
Go to Help Centre
Select Make a Complaint
Select Yes, water account
Select the relevant category and type of complaint (Meter Complaint/Wrong Meter Installation)
Enter your Complaint Description
Upload attachments/photos (if any)
Send Complaint

Promptly report to us by lodging a complaint via the Help Centre on the Air Selangor App or Air Selangor Customer Portal through the following steps:

Log in to the App or Portal
Go to Help Centre
Select Make a Complaint
Select Yes, water account
Select the relevant category and type of complaint (Meter Complaint/Wrong Meter Installation)
Enter your Complaint Description
Upload attachments/photos (if any)
Send Complaint

Promptly report to us by lodging a complaint via the Help Centre on the Air Selangor App or Air Selangor Customer Portal through the following steps:

Log in to the App or Portal
Go to Help Centre
Select Make a Complaint
Select Yes, water account
Select the relevant category and type of complaint (Meter Complaint/Meter Exchange due to Criss-Cross Meter)
Enter your Complaint Description
Upload attachments/photos (if any)
Send Complaint

Step 1 :

Lift the black meter counter cover that displays the word "Air Selangor".

Step 2 :

The meter counter displays 8 digits; 4 digits in white and 4 digits in red.

Step 3 :

The reading on the meter counter shows the customers' total water consumption. For example, 748.1910m³, therefore, the bill issued is 748 m³.

Promptly report to us by lodging a complaint via the Help Centre on the Air Selangor App or Air Selangor Customer Portal through the following steps:

Log in to the App or Portal
Go to Help Centre
Select Make a Complaint
Select Yes, water account
Select the relevant category and type of complaint (Billing Complaint/High Bill/Bill Dispute)
Enter your Complaint Description
Upload attachments/photos (if any)
Send Complaint

Promptly report to us by lodging a complaint via the Help Centre on the Air Selangor App or Air Selangor Customer Portal through the following steps:

Log in to the App or Portal
Go to Help Centre
Select Make a Complaint
Select Yes, water account
Select the relevant category and type of complaint (Meter Complaint/Meter Lost)
Enter your Complaint Description
Upload attachments/photos (if any)
Send Complaint

A charge of RM40.00 will be levied to install new meters. This charge will be included in next month's bill.

Meter chamber installation is not allowed as it will make it difficult for meter readings to be made.

Valves/stopcocks can malfunction due to:

Wear & Tear caused by frequent use.
Damage to mechanical parts.
Entry of foreign matter in the valve chamber.

Promptly report to us by lodging a complaint via the Help Centre on the Air Selangor App or Air Selangor Customer Portal through the following steps:

Log in to the App or Portal
Go to Help Centre
Select Make a Complaint
Select Yes, water account
Select the relevant category and type of complaint (Water Complaint/Meter Stand Problem)
Enter your Complaint Description
Upload attachments/photos (if any)
Send Complaint

Kindly check the stopcock or main valve before the water meter and please make sure the stopcock is fully turned on. If there is still no water supply, you may refer to the daily water disruption information on the Air Selangor App.

Additionally, promptly report to us by lodging a complaint via the Help Centre on the Air Selangor App or Air Selangor Customer Portal through the following steps:

Log in to the App or Portal
Go to Help Centre
Select Make a Complaint
Select Yes, water account
Select the relevant category and type of complaint (Water Complaint/No Water)
Enter your Complaint Description
Upload attachments/photos (if any)
Send Complaint

You can refer to the Water Information on the Air Selangor App to find out the latest update on water supply in your area. If there is no up-to-date information, you can send a complaint through the Help Centre via the Air Selangor App or the Air Selangor Portal for further action.

Please report the problem to your management office since your account is the sub-bulk meter under the management account. The management's technical team needs to make an internal plumbing inspection first.

Promptly report to us by lodging a complaint via the Help Centre on the Air Selangor App or Air Selangor Customer Portal through the following steps:

Log in to the App or Portal
Go to Help Centre
Select Make a Complaint
Select Yes, water account
Select the relevant category and type of complaint (Water Complaint/Pipe Leak/Burst)
Enter your Complaint Description
Upload attachments/photos (if any)
Send Complaint

You can get a list of registered plumbers by visiting the Air Selangor website via https://www.airselangor.com/residential/plumber-listing/

Promptly report to us by lodging a complaint via the Help Centre on the Air Selangor App or Air Selangor Customer Portal through the following steps:

Log in to the App or Portal
Go to Help Centre
Select Make a Complaint
Select Yes, water account
Select the relevant category and type of complaint (Water Quality Complaint/Water Quality)
Enter your Complaint Description
Upload attachments/photos (if any)
Send Complaint

The quality of water distributed by Air Selangor complies with the standards set by the Ministry of Health Malaysia (MOH).

The water hardness measurement range in treated water distributed by Air Selangor is 30 to 60 mg/L.

According to the US Geological Survey (USGS) guidelines, the classification of water hardness is as follows:

0 to 60 mg/L (milligrams per litre) as calcium carbonate is classified as mild
61 to 120 mg/L as medium-hard
121 to 180 mg/L as hard
more than 180 mg/L as very hard

Promptly report to us by lodging a complaint via the Help Centre on the Air Selangor App or Air Selangor Customer Portal through the following steps:

Log in to the App or Portal
Go to Help Centre
Select Make a Complaint
Select Yes, water account
Select the relevant category and type of complaint (Maintenance Complaint/Pump House Problem)
Enter your Complaint Description
Upload attachments/photos (if any)
Send Complaint

Promptly report to us by lodging a complaint via the Help Centre on the Air Selangor App or Air Selangor Customer Portal through the following steps:

Log in to the App or Portal
Go to Help Centre
Select Make a Complaint
Select Yes, water account
Select the relevant category and type of complaint (Maintenance Complaint/Pump House Problem)
Enter your Complaint Description
Upload attachments/photos (if any)
Send Complaint

Air Selangor Mobile Apps is a digital service to manage your water bill account, quick accessibility to water disruption update and other information related to Air Selangor services.

Water Supply Information (Unscheduled & Scheduled Water Disruption)
News (Announcement, Feeds and Tips from Facebook)
Account (Customer may Register, Enroll and View their water accounts. Bill Payment Via Mobile: FPX online payment)
Info Centre (Help Centre, Call 15300*, e-Complaint/e-Enquiry/e-Request: Customer will be assisted by our AIRRA)
Settings (Preferred Region, Notification, Link Accounts, Change Password, Edit Profile and Change Picture)

_{*Note: Call charges from fixed line or mobile network are subject to respective service provider’s terms and conditions.}

Customers may download the app from Apple Store, Huawei AppGallery and Google Play Store and search for Air Selangor App. Follow the instructions provided by the selected Stores.
Existing Air Selangor App users may update the existing application version from Apple Store, Huawei AppGallery or Google Play Store by tapping on Update.

Definitely. This is to ensure that you can receive an optimum consumer experience in addition to the latest info and features.

For iOS, please ensure your device is Version 13 and above.
For Android OS, please ensure your device is Version 8 and above.
For EMUI OS (Huawei), please ensure your device is Version 7 and above.

Customer will be provided with a new verification code via SMS. Follow the instructions correctly.

Please follow the instructions given in the app.

Your Account ID consists of 10 digit (new account number) and is stated at the top of your water bill.
Please click “Find your account number” and your 10 digits Account ID (new account number) will be displayed.

You may submit your feedback or enquiry on the Help tab and click Ask Me a Question (AIRRA) or call our Customer Support at 15300* for assistance.

_{*Note: Call charges from fixed line or mobile network are subject to respective service provider’s terms and conditions.}

You may register your Profile and your water bill account as a Tenant. Please provide your account number to proceed the enrollment flow process.

Yes, customer can add multiple accounts through the Enroll Bill Account.

Yes. You may click on Water Information and type your area by Taman/Jalan on the search icon. The latest real time information on the water supply disruption will be provided.

Please click "Forgot Password" and follow the instructions given.

Please go to "Payment". Enter your account number and proceed to pay your bill via FPX.

Air Selangor Customer Portal is the customer self-service Portal

As an alternative for the customer to access Air Selangor’s water services via online and providing other water services via ‘self-service’.

Air Selangor Customer Portal is a web-based application run on Windows and internet environments.

The best browsers are Internet Explorer (Version 11 & above), Google Chrome or Mozilla Firefox.

Access to Pengurusan Air Selangor`s website at: www.airselangor.com or directly surf to the Air Selangor Customer Portals web using this URL address at https://crisportal.airselangor.com/

• Customer must register his/her profile into Air Selangor Customer Portal or Air Selangor Mobile Application through Register Module (Sign Up).

• The registered customer will be able to access the following services:

Account Management
Billing and Payment
Tracking Monthly Consumption
Complaints or Enquiries
Request for Reconnection
Online Services
Service Information/Guideline Services

• However, the unregistered user can only access the following services:

Pay Bills Online
Complaints or Enquiries
Request for Reconnection
Online Services/Guideline

Yes, you certainly can! Air Selangor mobile app and Air Selangor Customer Portal use the same set of credentials (email address and password).

The contact channel or helpline are as follows:

15300*
Help Centre

_{*Note: Call charges from fixed line or mobile network are subject to respective service provider’s terms and conditions.}

For payment via internet banking (JomPAY), follow the steps below:

Log in to your internet banking and opt for JomPAY.
Identify the JomPAY logo and Biller Code (4200).
Enter your water bill account number in the Ref-1 column and leave the Ref-2 column empty.
Enter the total amount stated on your bill and click on the TAC request to complete your payment transaction.

JomPAY payments are acknowledged by the business or biller and your bank on the day the payment is made, as long as it is a bank Business day and the payment is made before the cut-off time set by your bank (usually at the end of the bank business day). If you missed the cut-off time, your payment will be acknowledged by the business or biller and your bank on the next banking bank business day H26 (excluding weekends or public holidays). If you make a payment over the weekend or a public holiday, it will be acknowledged and processed on the next bank business day.

Currently, our online payment facility is only applicable to one water account for a single payment transaction.

A negative value in your bill indicates an overpayment. You do not have to make any payment if this happens.

Several scenarios could lead to high water bill during meter reading. This includes:

Reading taken by the meter reader is inaccurate.
Reading taken is accurate but a suspected leak in the internal pipe system at consumers premises has occurred or water wastage/theft after meter reading.
Meter is suspected to be broken/not functioning well (registered water meter digit moves fast).

Conduct early self-inspection to detect any leak in the internal piping system from the meter to your home through a few simple steps:

Open the stopcock before the meter to water flow and the water meter digit moves.
Close the pipe lock to the water tank and all water taps in your house.
Monitor the water meter movement.
There could be a leak if the water meter is still moving. Call a plumber for further inspection.

You can obtain the list of certified plumber by visiting the Air Selangor website via https://www.airselangor.com/residential/plumber-listing/

Promptly report to us by lodging a complaint via the Help Centre on the Air Selangor App or Air Selangor Customer Portal through the following steps:

Log in to the App or Portal
Go to Help Centre
Select Make a Complaint
Select Yes, water account
Select the relevant category and type of complaint (Billing Complaint/High Bill/Bill Dispute)
Enter your Complaint Description
Upload attachments/photos (if any)
Send Complaint

Air Selangor cannot approve any high bill appeal caused by internal pipe leaks. This is because we are only responsible for maintaining the pipes before the meter. However, applications for payment installments can be made at our service counter by the account nominee. The representative/tenant must enclose a letter of authorization and a copy of the identity card (front and back) from the account nominee.

If you found there is water dripping directly from your water meter and/or there's a puddle of water on the ground under the meter, that certainly indicates a leak.

Generally, if the leak is found to be on the water meter, then Air Selangor is responsible for fixing and/or replacing the unit.

Step 1

You need to identify where the leak is located so that we can provide appropriate action based on the correct selection of the complaint category.

Look at the water meter at your premise.

If the leak is located at any point of the meter stand and/or at the meter connection, then you need to lodge a complaint under the Water Complaint category.

If the leak is on the meter itself (meter body and/ or meter dial) and your meter might need to be replaced, then the Meter Leak complaint is the correct complaint category.

Step 2

Immediately call Air Selangor at 15300* for further assistance

Promptly report to us by lodging a complaint via Help Centre on Air Selangor's application or Customer Portal.

_{*Note: Call charges from fixed line or mobile network are subject to respective service provider’s terms and conditions.}

Promptly report to us by lodging a complaint via the Help Centre on Air Selangor's application or Customer Portal through the following steps:

Log in to the application or Portal
Go to Help Centre
Select Make a Complaint
Select Yes, water account
Select the relevant category of complaint (Meter Leak)
Enter your Complaint Description
Upload attachments/photos (if any)
Send Complaint

Action will be taken within 24 hours.

We will arrange for our technician to come to your premise to inspect and fix and/or replace the water meter.

No. There is no charge for the replacement of a leaking meter.

It is important to make sure that the meter is not obstructed, safe and accessible to prevent it from leaking. By pruning surrounding plants including overgrown bushes or long grass and ensuring that any landscape material is not covering the meter, the incidence of meter leaks will be reduced.

Yes. Now you may pay your multiple account bill with a single transaction.

A maximum number of 30 accounts can be paid in a single transaction.

You can make multiple account bill payments in one (1) transaction through the following steps:

Please clear all your outstanding balances immediately. Online payment through FPX can be made on Air Selangor's mobile application or Customer Portal.

Please settle the total amount to be paid as stated in the ‘Water Supply Disconnection Notice’ to prevent your water supply from being disconnected.

Yes. Instalment payment is allowed and the instalment payment application can only be made at Air Selangor Customer Service Counters.

You are advised to make online payment through Air Selangor's mobile application or Customer Portal so that your payment can be updated immediately to avoid water supply disconnection.

Payment through the counter of our authorised collection agent will take three (3) working days to be updated. You will need to send your proof of payment through the Help Centre to be updated to avoid water supply disconnection.

You can get a copy of the ‘Water Supply Disconnection Notice’ through Air Selangor's mobile application or Customer Portal. Please log in to Air Selangor's mobile application or Customer Portal and click on your account on the outstanding water bill summary display. Then click 'Disconnection Notice' to download a copy.

Online payment through Air Selangor's mobile application or Customer Portal will be updated immediately.

Your payment will be updated immediately. However, the status of the ‘Disconnection Notice’ will be updated on Air Selangor's mobile application or Customer Portal within 24 hours.

Your account has received a Water Supply Disconnection Notice. Please settle the payment according to the amount stated in the Disconnection Notice to avoid water supply disconnection.

The red colour will disappear within 24 hours after full payment is made.

Yes. You can use the same User ID and Password to Login to Air Selangor's mobile application and Customer Portal.

You may get your registered email with Air Selangor by sending an Enquiry through the Help Centre. Please follow the following steps for assistance:

Open the application or Portal
Go to Help Centre
Select Enquiry
Select the relevant Category (About This Portal)
Enter Your Enquiry Description (please include your name and mobile number you registered with us)
Upload attachments/photos (if any)
Send Enquiry

You may get your registered email with Air Selangor by sending an Enquiry through the Help Centre. Please follow the following steps for assistance:

Open the application or Portal
Go to Help Centre
Select Enquiry
Select the relevant Category (About This Portal)
Your Enquiry Description (please include your name and mobile number you registered with us)
Upload attachments/photos (if any)
Send Enquiry

You can get a new password via email or your smartphone by following these steps:

A verification code is a 6-digit numerical code that we send to your mobile phone via SMS. We use this code to verify your mobile phone number. This code can only be used once.

Please contact us via Help Centre to check the mobile number registered with us. Send your Enquiry by following these steps:

Open the application or Portal
Go to Help Centre
Select Enquiry
Select the relevant Category (About This Portal)
Enter Your Enquiry Description
Upload attachments/photos (if any)
Send Enquiry

No. Each verification code sent to you is valid for one time use only.

You may received an error message due to:

Your verification code is incorrect.
Your verification code has expired.

The verification code is valid for 2 minutes.

Please use the latest verification code received on your mobile phone.

It depends on the traffic volume of your mobile service provider.

Yes. Please ensure that your mobile phone is connected to mobile data.

Click the Resend Verification SMS to request a new verification code and you will receive the verification code to your registered mobile phone number via SMS.

Click Forget Password and the Temporary Password will be sent to you. You may need to set a New Password after login.

After login, go to setting and click Change Password. Enter your current password (Temporary Password) and your New Password. Then, click Update to save the changes.

The Temporary Password is valid for 24 hours.

You can try checking the Spam folder in your inbox. In some cases, the spam filtering system for your email might have misidentified the 'Reset Your Password' email as spam or your email has been blocked.

A verification code is a 6-digit numerical code that we send to your mobile phone via SMS. We use this code to verify your mobile phone number. This code can only be used once.

Please contact us via Help Centre to check the mobile number registered with us. Send your Enquiry by following these steps:

Open the application or Portal
Go to Help Centre
Select Enquiry
Select the relevant Category (About This Portal)
Enter Your Enquiry Description
Upload attachments/photos (if any)
Send Enquiry

No. Each verification code sent to you is valid for one time use only.

You may received an error message due to:

Your verification code is incorrect.
Your verification code has expired.

The verification code is valid for 2 minutes.

Please use the latest verification code received on your mobile phone.

It depends on the traffic volume of your mobile service provider.

Yes. Please ensure that your mobile phone is connected to mobile data.

Click the Resend Verification SMS to request a new verification code and you will receive the verification code to your registered mobile phone number via SMS.

Click Forgot Password and the Temporary Password will be sent to you. You may need to set a New Password after login.

After login, go to setting and click Change Password. Enter your current password (Temporary Password) and your New Password. Then, click Update to save the changes.

The Temporary Password is valid for 24 hours.

The minimum limit for each transaction is RM1.00 and the maximum amount is limited to RM30,000.00 for the entire transaction.

Yes, this function is available.

Yes. The payment amount is changeable.

Yes. You can make the payment according to your wishes. However, you need to exceed the minimum FPX transaction limit of RM1.00.

Log in to Air Selangor's mobile application or Customer Portal. Go to your account and click ‘Bill & Payment List’ to view your bill payment transaction records.

You can view the record of your payment transactions for the last 6 months on Air Selangor's mobile application or Customer Portal.

Yes, all payments are real-time and deductions from the payer's account are also immediate.

Your payment will be updated immediately on Air Selangor's mobile application or Customer Portal.

Once payment has been made, you can ensure that the payment transaction was successful in the following ways:

Your transaction message display was successful after making the payment
Display of transaction records in the 'Bill & Payment List' section
Payment receipt in the 'Payment Inbox' section
Your transaction confirmation email was successfully sent to the registered email
A sum of value was successfully deducted from your bank account

Yes. A payment receipt will be sent to your registered email and your Air Selangor's mobile application or Customer Portal inbox after the payment is successfully made.

If your payment fails, you can check the following ways:

Your transaction message display was unsuccessful after making the payment
Your transaction confirmation email was unsuccessfully sent to the registered email
No deduction of any amount from your bank account

No. A separate payment receipt according to the account bill will not be given. Only one (1) receipt is given for each one (1) payment transaction.

If you make a mistake during payment, you are encouraged to not proceed with the transaction by pressing the Cancel button that appears on your bank's Internet Banking System Login page. You will return to your water account page and can try to make another payment.

Complaints can be made via Air Selangor's mobile application or Customer Portal through the following steps:

Log in to the application or Customer Portal
Go to Help Centre
Select Make a Complaint
Select Yes, water account
Select the relevant category and type of complaint (Payment Complaint/Payment Not Updated)
Enter your Complaint Description
Upload attachments/proof of payment
Send Complaint

Air Selangor Application and Customer Portal accounts are Air Selangor customer accounts registered on the Air Selangor Application and Customer Portal for the online facilities provided. Only ONE valid ID (email address) for ONE Air Selangor Application and Customer Portal account and each account is only allowed to link to ONE unique mobile number.

Yes, this function is available.

You may delete your Air Selangor Application and Customer Portal account through the Air Selangor Customer Portal. Here are the steps:

Go to 'My Profile'
Click 'Delete Account'
Read the Account Deletion Confirmation and click 'Continue'
Select reason for account deletion or state reasons of own choice
Enter your current password for verification
Once the deletion is complete enter your email address to receive the account deletion notification

*Account deletion notification will be sent to your email for successful deletion.

It may due to incorrect password information or unstable internet connection. Please check your internet connection to ensure no interruption.

This is a brief process because no approval needed.

You may retrieve the information by sending an Enquiry through the Help Centre. Here are the steps:

Open the Portal
Go to Help Centre
Select Enquiry
Click Agree on PDPA Act
Enter name and contact info
Select the relevant Category (About This Portal)
Enter Your Enquiry Description (please include the case number (if any), deleted email and mobile number)
Upload attachments/photos (if any)
Click Send Enquiry

You can try checking the Spam folder in your inbox. In some cases, the spam filtering system for your email might have misidentified the 'Account Deletion Notification' email as spam or your email has been blocked. If the email is not there, contact us at the Help Centre.

Yes, this function is available.

You may delete your Air Selangor Application and Customer Portal account through the Air Selangor Application. Here are the steps:

Go to 'Settings'
Click 'Edit Profile'
Click 'Delete Account'
Read the Account Deletion Confirmation and click 'Continue'
Select reason for account deletion or state reasons of own choice
Enter your existing password for verification
Once the deletion is complete enter your email address to receive the account deletion notification

*Account deletion notification will be sent to your email for successful deletion.

It may due to incorrect password information or unstable internet connection. Please check your internet connection to ensure no interruption.

This is a brief process because no approval needed.

You can retrieve the relevant information by sending an Enquiry through the Help Center or AIRRA. Here are the steps:

Help Centre:

Open the Application
Go to Help and select Help Centre
Select Enquiry
Click Agree on PDPA Act
Enter name and contact info
Select the relevant Category (About This Portal)
Enter Your Enquiry Description (please include the case number (if any), deleted email and mobile phone number)
Upload attachments/photos (if any)
Click Send Enquiry

AIRRA:

Open the Application
Select Help
Select Ask Me a Question - AIRRA
Select I have an Enquiry
Click I Agree for the PDPA Act
Enter name and contact info
Select the relevant Category (About This App)
Enter Your Enquiry Description (please include the case number (if any), deleted email and mobile number)
Upload attachments/photos (if any)

Smart Water Meter is a digital device that automatically records data on water consumption, then electronically reports this data at regular intervals. The data can show the patterns of water consumption which can promote a smarter way of managing water consumption for customers.

There are two components making up Smart Water Meter:

"Smart" - Communication module with IoT (Internet of Things) Technology. This device collects the water consumption data with a timestamp and sends the data through a safe and secure wireless network.
"Water Meter" – Water measuring device. There are multiple types of technology available in the market that can be used to measure water. In general, water measuring devices can be divided into ones that measure using mechanical components (conventional) and ones that use electronic components.

Provide fairer billing to all customers.

Smart Water Meter applies wireless technology where it can provide frequent and accurate data of water consumption remotely and it can be accessed anytime and anywhere.

Smart water meter also removes the need for manual reads and estimated bills.

The installation of Smart Water Meter is free and will be installed by appointed contractors of Air Selangor.

No, Smart Water Meter has its own built-in battery to function.

Yes, the cost of purchase for Smart Water Meter is more expensive than Conventional Water Meter.

The use of Smart Water Meter does not increase the water bill. Each customer is only billed based on the amount of water consumption.

For your information, the installation of Smart Water Meter is compulsory for all customers.

According to section 36(1) of the Water Services Industry Act 2006 (“WSIA”), Air Selangor has a duty to maintain an efficient and economical water supply system.

Furthermore, Air Selangor is also responsible to improve and extend the water supply system in relation to the distribution of water so that Air Selangor will continue serving its obligations as emphasised under section 36(2)(b) of AIPA.

We are committed to give you joy in every drop, therefore we truly appreciate your support to help us implement this Smart Water Meter installation at your premise

We are not open for application to install Smart Water Meter. Currently, the meter installation is carried out in stages.

Smart Water Meter cannot measure the quality of water that is distributed to consumers.

For any questions and complaints related to the Water Quality, please send to Help Center via Air Selangor app.

The applied Smart Water Meter technologies have been approved by:

the National Water Services Commission (SPAN),

the Standard and Industrial Research Institute of Malaysia (SIRIM),

the National Metrology Institute of Malaysia (NMIM) and

the Malaysian Communications and Multimedia Commission (MCMC).

Air Selangor has also run a pilot project for a year to test the meter performance.

The features are not yet available for now.

Based on rules 74 and 75 of the Water Services Industry (Water Reticulation and Plumbing) Rules 2014 (“WRPR”), consumer will bear the cost of the Smart Water Meter and any replacement work if it is positioned within the boundary of a consumer’s premises.

No.

No, you only need to be present if the replacement of existing water meter is inside a fenced premise or requires permission to enter the premise.

The installation of this Smart Water Meter is estimated to take:

30 minutes for small size water meter (40mm pipe size and below) and

2 hours for large size meters (50mm pipe size and above).

Yes, it is because the existing water meter needs to be disconnected from water connection for the Smart Water Meter to be installed.

However, the water supply disruption only takes:

30 minutes for small size water meter (40mm pipe size and below) and

2 hours for large size meters (50mm pipe size and above).

No.

No, the deposit rate depends on water demand.

If there is a leak/damage caused by vandalism on the Smart Water Meter inside the customer's premise, the customer is responsible to repair the meter.

However, if there is a leak/damage caused by vandalism on the Smart Water Meter outside the customer’s premise, Air Selangor is responsible to repair the meter.

If there is a leak on the Smart Water Meter, submit a complaint to us immediately via Help Center on Air Selangor app or Air Selangor Customer Portal through the following steps:

Log in the application or portal
Go to Help Center
Select Make a Complaint
Select the account Yes > My Account
Select the relevant category and type of complaint (Meter Related Complaints)
Enter the Description of your Complaint
Upload attachment/ photo (if any)
Submit a Complaint

1) If the Smart Water Meter is stolen inside the customer’s premise, the customer is responsible for the cost of replacing the meter.

2) If the Smart Water Meter is stolen outside the customer’s premise, Air Selangor has to be responsible for the cost of replacing the meter.

The repair process will be carried out within 24 hours after the complaint is lodged.

No, however, in the event of a drop in water pressure at the customer's premise, submit a complaint to us immediately via Help Center on the Selangor Air application or the Air Selangor Customer Portal through the following steps:

Log in the application or portal
Go to Help Center
Select Make a Complaint
Select the account Yes > My Account
Select the relevant category and type of complaint (Meter Related Complaints)
Enter the Description of your Complaint
Upload attachment/ photo (if any)
Submit a Complaint

The Smart Water Meter has been tested and approved with the IP68 test and the quality of the water meter reading will not be affected by weather changes.

IP68 means that the meter can survive against dust and up to 1.5 metres of water for 30 minutes.

The IP stands for Ingress Protection. The first digit signifies protection against dust and particles. Number 6 is the maximum rating a device can get on a scale of 0-6. The second digit signifies water resistance. It measured between 0-8.

This means IP68 is the max a device can get.

In providing the best customer experience, this step is necessary to upgrade the management of water consumption for our customers.

This step is in line with the Fourth National Industrial Revolution (IR 4.0) Policy and the Air Selangor Digitalization Policy.

Therefore, the implementation of conventional water meter conversion to the new digital system will be carried out in stages.

Air Selangor will send a Welcome Notice to customers within one to two months before the installation of Smart Water Meter.
Air Selangor will give one more notice prior to carrying out the replacement work.

If there is damage to the Smart Water Meter, submit a complaint to us immediately via Help Center on Air Selangor application or Air Selangor Customer Portal by following the steps as below:

Log in to application or portal
Go to Help Center
Select Make a Complaint
Select the account Yes > My Account
Select the relevant category and type of complaint (Meter Related Complaints)
Enter the Description of your Complaint
Upload attachments/ photos (if any)
Submit a Complaint

The Air Selangor customer information system enhancement works will take place from 11:59 PM, 31 August 2023, until 11:59 PM, 7 September 2023.

These enhancement works will result in some disruptions to certain customer services provided by Air Selangor, as follows:

• Status of water bill payments physically or online

• Counter service transactions

• Any billing enquiries or transactions.

Throughout this period of system enhancement works, water supply operations and other Air Selangor services will continue as usual.

No, the meter remains to be utilised at the premise where it has been installed.

You will have access to the smart water meter data only if you register as 'Owner' or 'Tenant' under the 'Account Profile' category of your water bill.

There will be no bill adjustment made.

The bill calculation is based on the final reading of the conventional meter and the newly installed smart water meter following each of the respective bill cycle period.

The water bill calculation is based on the customer water consumption and will follow the tarif adjustment provision as used earlier.

The tarif adjustment is subject to the type of premises and purpose of use (for residence, business, or others) and it does not depend on the type of meter used.

Calling the Air Selangor’s contact centre number 15300 may result in charges, which will be determined and applied by your respective fixed-line or mobile network service provider. For specific details about the charges associated with calls to 15300, we recommend contacting your service provider directly.

Frequently Asked Questions

How can I get my water account statement?

How can I get a copy of my water bill?

Why can't I get my account statement online or via e-mail?

Why do I get my bills bimonthly?

I did not receive my bill. What do I need to do?

What is e-Bil?

Who can register for e-Bil?

How can I register for e-Bil?

Will I still receive my water bill through post after registering for e-Bil?

As a tenant, can I register for e-Bil?

Can I register more than one email under one Air Selangor account?

Where can I get more information on Air Selangor's e-Bil?

How will I receive my monthly water bills after registering for e-Bil?

Why was no bill sent to my address? Can my water bill be sent to me?

Does my area still receive water bills by post?

What payment method I can use to pay my bill?

Can I pay my bill online?

I want to make a bill payment through auto debit. How can I do it?

Can water bill payment be made via cheque?

Can I pay my water bills by credit card?

I have paid my bills via e-Wallet but my payment details have yet to be updated. Do I need to submit the proof of payment?

Why is the refund not been given at the full amount of the deposit despite all outstanding has been paid before closing the account?

What is my Account ID? How can I obtain the details?

I am experiencing high water bill. What should I do?

Can account closure application and deposit refunds be made online?

I have submitted the application online. How long will it take for Air Selangor to provide me with an update?

What do I need to do to reconnect water supply?

Report on pipe burst/leaking has been made. When will action be taken?

I do not have a bill, how can I get my water account number?

I would like to close my account but I am currently outside of Selangor and Kuala Lumpur. Can I do it online?

How do I terminate my account and transfer the ownership as I already sold my house?

How do I change the owner's name on a bill?

How long does it take to process the online COO application?

How long will the deposit refund process take?

I have overpaid my bills. How can I get a refund for the overpayment?

How can I get my refund or deposit?

What is the operating hours for Air Selangor's counters?

Where can I find the address for Air Selangor's regional counters?

When will my water supply be reconnected?

My water supply was disconnected and I have made the payment at 7Eleven/Petronas. When will my water supply be reconnected?

How do I know if my meter is faulty?

What should I do if water leaks from my water meter?

If I am not satisfied with the performance of my water meter, can I apply for water meter testing?

My meter digit is not moving. Is it broken?

Why is the meter number in my house different from the meter number stated in the bill? Can Air Selangor assist in checking?

Why was my meter installed at my neighbour's meter stand? Can Air Selangor come and fix it?

Why was the meter installed upside down? My house is now experiencing water disruption.

My neighbour's meter was installed in my house and vice versa. Can the meter be moved to the correct position?

How to read the water meter?

Why is my meter reading not the same as the reading on the bill?

My meter has been stolen and the water will not stop flowing. What should I do?

How much will be charged when the meter is lost/stolen?

Can a meter chamber be installed to prevent the meter from being stolen?

How can a valve/stopcock malfunction?

The stopcock is malfunctioning. Can it be replaced?

Why am I having a sudden water supply disruption?

When will the water supply recover?

Why am I experiencing water supply disruption? I'm staying in a condominium and paid my utility bills to the management office.

There is a leak on Air Selangor's main pipe located in my area. What should I do?

The pipes in my house are leaking. Where can I get a certified plumber's service?

What should I do if my water supply is discoloured and smells bad?

Is the tap water supplied by Air Selangor safe to drink?

What is the scale of water hardness for water supply distributed by Air Selangor?

Leaking at the pump house. How do I file a report?

Is it safe to leave the gate of the pump house unlocked? This can cause the pump house to be invaded either by irresponsible people/acts of sabotage/wild animals.

What is the Air Selangor Mobile App?

What are the new features available on the Air Selangor App?

How do we use the Air Selangor App?

I am currently using the old version of the Air Selangor App. Should I switch to the new version of the Air Selangor App?

What is the mobile operating system (Mobile OS) version required by the Air Selangor App?

I failed to login or sign up to access the App. I received an error while trying to authenticate user identity. What should I do?

I received a notification stating "Validation Error". What should I do?

Where can I find my Account ID?

How can I enroll my bill account if my Account ID is not valid? What should I do?

I am renting/not an account holder. How do I view my bill and water usage?

Can I add multiple account?

Can I check water disruption in my area?

I forgot my password. How can I reset my password?

I would like to pay my water bill through the Air Selangor App. How can I do this?