MUNICIPAL WATER UTILITY
EMPAGUA — Water Utility, Guatemala City
→ muniguate.com Mi Portal (look up and pay)
Main services:
  • New connection for drinking water and sewage
  • Monthly billing and online payment
  • Complaints regarding billing or service quality
  • Payment plans for arrears
Coverage: Guatemala City only (Zones 1-25 + villages) · Verified: May 2026

EMPAGUA (Empresa Municipal de Agua) is the decentralized entity of the Municipalidad de Guatemala in charge of capturing, treating, and distributing drinking water, plus providing sewage service within Guatemala City. It operates only within the Guatemala City municipality (zones 1 to 25 and annexed villages) — neighboring municipalities like Mixco, Villa Nueva, and Antigua each have their own water companies or departments.

Quick summary: For a new connection you need the property deed, DPI, location sketch, and municipal clearance — EMPAGUA inspects and connects in 15-30 days for Q1,500-Q5,000 by zone. Monthly bills are paid at muniguate.com Mi Portal, at Banrural/Industrial/BAM/CHN, or at EMPAGUA offices. Billing complaints are resolved in 5-15 business days with meter inspection.

Coverage area (May 14, 2026): EMPAGUA operates only in the Guatemala City municipality. If you live in Mixco, Villa Nueva, Santa Catarina Pinula, San Miguel Petapa, Amatitlan, or Antigua, your water is administered by another municipal entity. EMPAGUA is not Aguas de Guatemala (a separate private provider in some zones). Check your bill to see which entity provides your service.

What EMPAGUA Is

EMPAGUA is the Municipal Water Utility, a decentralized entity of the Municipalidad de Guatemala created under the Codigo Municipal Decreto 12-2002, which empowers municipalities to create municipal companies to provide public services.

Main functions:

  • Water capture from surface and underground sources
  • Treatment to drinking-water standards (MSPAS sanitary norms)
  • Distribution through the municipal network
  • Sanitary and storm sewage (wastewater collection)
  • Service commercialization (billing, collection, cutoffs)

EMPAGUA manages approximately 350,000 residential and commercial connections in Guatemala City.

How to Request a New Water Connection

Step 1: Gather the Documents

  • Public deed of the property or rental agreement (with owner authorization if renting)
  • Applicant’s DPI (original and copy)
  • Location sketch with exact address
  • Municipal clearance (current on IUSI and Boleto de Ornato)
  • Boleto de Ornato of the current year

Step 2: Request an Inspection at EMPAGUA

Visit EMPAGUA central offices or neighborhood branches. The Department of Connections registers your application and schedules a technical inspection within 5-10 days.

Step 3: Technical Inspection

A technician verifies:

  • Existence of the municipal network on the street
  • Distance from the network to the property
  • Required diameter of the connection
  • Need for additional civil works (street crossing, etc.)

Step 4: Fee Payment

The connection cost varies by zone and complexity:

  • Central zones with existing network: Q1,500 to Q2,500
  • Peripheral zones with additional works: Q3,000 to Q5,000
  • Zones without network: requires special project (can be much higher)

Pay at EMPAGUA cashier or by bank transfer.

Step 5: Meter Installation

Once paid, EMPAGUA installs the water meter and activates the service. You receive your service account number — save it; it’s the key data for paying and filing complaints.

Total time: 15-30 business days from application to active service (longer if civil works are needed).

How to Pay Your EMPAGUA Bill

  1. Go to muniguate.com
  2. Click Mi Portal
  3. Identify yourself with DPI and service account number
  4. Choose the current month’s bill
  5. Pay with card or transfer
  6. Download PDF receipt

At Authorized Banks

Authorized banks for EMPAGUA payment:

  • Banrural
  • Banco Industrial
  • Banco Agromercantil (BAM)
  • CHN (Credito Hipotecario Nacional)

Bring your service account number or printed bill. Also works from online banking and mobile apps.

At EMPAGUA Offices

Visit the central office or any branch with the bill. Pay at cashier in cash or by card.

Automatic Debit

You can authorize automatic debit at your bank so the monthly EMPAGUA bill is deducted from your account. Set it up directly at your bank with your service account number.

How Your Monthly Bill Is Calculated

The EMPAGUA bill has three components:

  1. Fixed base charge — minimum monthly fee for keeping the service active (applies even with zero consumption)
  2. Consumption charge — price per cubic meter (m3) consumed, with tiered tariff (more consumption = higher cost per additional m3)
  3. Sewage charge — percentage over consumption charge, for use of the drainage network

Meter reading: EMPAGUA reads the meter approximately every 30 days. If they can’t access the meter (locked gate, loose dog), they bill average consumption based on history. Keep the meter accessible to avoid estimated billing.

Updated rates: tiered tariffs are published in the annual fee schedule (Plan de Arbitrios) approved by the Municipal Council. They may change year-to-year. Check current rates at muniguate.com.

Service Suspension for Non-Payment

StatusWhat Happens
1 month past dueLate payment surcharge on next bill
2 months past dueWritten cutoff notice
3 months past dueService suspension (physical cutoff)
6+ months past dueInitiation of administrative coactive collection

Reconnection after cutoff: you have to pay:

  • All accumulated arrears (with surcharges)
  • Reconnection fee (varies between Q150 and Q500 by zone)
  • In some cases, cost of works if EMPAGUA had to remove the meter

Payment plan: if you have several months of arrears but want to keep the service active, request a payment plan (convenio de pago) at EMPAGUA central offices. They typically offer plans of 6 to 12 installments with a commitment to keep current bills paid.

How to File a Complaint

High Billing Complaint

  1. Visit the nearest EMPAGUA branch with:
    • Bill being disputed
    • DPI of the service holder
    • Meter photo as of the current date (helps a lot)
  2. Fill out a complaint form
  3. EMPAGUA schedules a meter inspection in 5-15 business days
  4. Technician verifies meter operation and potential leaks
  5. If complaint is upheld, they adjust the bill
  6. If not, you must pay the original billed amount

Service Quality Complaint (low pressure, cloudy water, leaks)

Report through:

  • EMPAGUA PBX (number printed on the bill)
  • muniguate.com Mi Portal — complaints section
  • Nearest branch
  • Twitter / Facebook of EMPAGUA and the Municipality

Typical timelines: 24-72 hours for major leaks, 5-15 days for administrative complaints.

Formal Complaint (Procuraduria, DIACO)

If EMPAGUA does not resolve in your favor and you believe there’s a service defect, you can file a formal complaint with:

  • DIACO (consumer protection authority) for improper billing
  • Procuraduria de Derechos Humanos (PDH) for water-access human rights matters
  • Municipal Council in writing for administrative failures

EMPAGUA for Diaspora Returnees

If you’re returning to Guatemala and reactivating a family property with suspended service:

  1. Verify whether the service account is still active or was canceled
  2. Request an account statement at EMPAGUA with the account number or property address
  3. If there’s accumulated debt, request a payment plan before reactivating
  4. If the account was canceled, you’ll need to request a new connection (full process described above)
  5. If paying online from the US (before returning), it works with international cards at muniguate.com

Diaspora tip: many Guatemalans returning after years in the US find that the water account accumulated debt even while the property was empty. Negotiate a payment plan before your move to avoid service issues on arrival day.

What EMPAGUA Doesn’t Do

To avoid confusion:

  • Doesn’t sell bottled water or home purifiers — those are private companies
  • Doesn’t install septic tanks — that’s a private service contracted separately
  • Doesn’t operate outside Guatemala City — other municipalities have their own companies
  • Doesn’t collect IUSI or Boleto de Ornato — those are Municipality charges, not EMPAGUA

If your bill says “Aguas de Guatemala” instead of EMPAGUA, you’re a customer of a private provider — not the municipal company. Each has its own customer service channel.