When, not if, SAPAC cuts off service, your primary recourse is to request a free or subsidized emergency water tanker (pipa) or purchase from private providers at an exorbitant cost. Additionally, you can file formal complaints to demand immediate restoration of water to your property.
1. Request a Municipal Water Tanker (Pipa)
When SAPAC cuts the water supply, you can request a complimentary water truck (pipa) to fill your cistern by calling the SAPAC Call Center.
How to Request Your Water Truck
Phone 777-454-0555 (Available Monday–Friday from 8:00 AM to 5:00 PM, and Saturdays from 9:00 AM to 2:00 PM).
WhatsApp: Send a message to 777-938-2681.
Details Needed: Have your account number (número de servicio) ready, along with the account holder’s name, your exact address, and your phone number.
Note: While the city provides these trucks without a delivery fee, the waiting list can be long during periods of high demand or seasonal shortages. It is highly recommended to schedule your truck as soon as you notice the service outage.
2. File Formal Complaints (Quejas)
Filing a report with SAPAC will go nowhere. They do not have any incentive to resolve the problem that they created.
Consumer Protection: The best way to ensure success is to file a formal complaint with Procuraduría Federal del Consumidor (PROFECO) at https://www.gob.mx/profeco/. If you are being billed normally, but do not have water, they will provide help in having your invoice reduced accordingly.
To file a complaint with PROFECO, you can do so online, by phone, or in person at your nearest ODECO (Oficina de Defensa del Consumidor). You will need your personal details, a valid ID, proof of purchase (tickets, contracts, receipts), and the supplier’s name and address. Available filing methods are:
1. Online (Concilianet): If the business has a prior agreement with PROFECO (such as airlines, telecom, or major e-commerce platforms), you can file your complaint digitally.
Website: Access the Concilianet Platform.
Process: Create an account, fill out the form, upload your ID, and attach your receipts and evidence.
2. By Phone (Concilia Express) A rapid dispute-resolution tool for immediate conciliation.
Phone: Call the Teléfono del Consumidor at 55 568 88722 (Mexico City and metropolitan area) or 800 468 8722 (toll-free from anywhere in Mexico).
3. In Person (ODECO) For businesses that do not participate in online platforms, you must visit your local PROFECO office.
Local Office: If you are located in or near Cuernavaca, you can visit the local ODECO office. To find addresses and schedule an appointment, consult the Teléfono del Consumidor en Línea to speak with an advisor first.
Required Documents & Information: Gather these items before beginning the process; your full name and address.A government-issued ID (such as an INE or passport).Full details of the supplier, including their exact commercial name and physical address.A written summary of your complaint (the facts of the incident and what you are requesting). All documentation proving the purchase or service (e.g., invoices, receipts, contracts, guarantees, or emails)
3. Contract Private Water Tankers (Pipas Privadas)
For immediate needs or construction, private companies serve the Cuernavaca area.
Cost: Expect to pay between $800 and $1,100 MXN for a delivery of roughly 10,000 liters, depending on your exact neighborhood and the provider.
Finding a Provider: You can find licensed local companies online or by contacting the central SAPAC directory, as they regulate or have lists of authorized private carriers.
4. Community/Legal Action
For systemic, prolonged neglect where SAPAC fails to respond, neighborhood associations often band together to escalate the issue:
Organize with your neighbors to submit a mass written petition to the Ayuntamiento de Cuernavaca (Municipal Government).
For continuous unresolved issues, you can seek legal counsel or inquire with state authorities about your rights to basic public utilities.
Author: G. William Hood
Author, Columnist, Educator, Epistemologist, and Publisher
