Customer service

Welcome to the Customer Service department of WEB Bonaire! In this section, you can read everything about our services and procedures. For information about our rates and conditions click here.

Do you still have questions or would you like to contact us in person? The Customer Service team will be happy to assist you!

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Connections

Here you will find information about temporary and permanent connections for water and electricity. Do you want to connect your own green power installation to the network of WEB? Here you will read the rules. Are you living in the rural area? WEB will be pleased to advise you!

Are you not the owner of the plot of land for which you request a connection? Remember the following:

make sure you submit a signed authorization, no more than six months old, and a copy of the owner’s valid proof of identity;
In some cases, documents such as a death certificate, a family book or an ‘under receivership’ must be submitted!

Download here the Application form connection(pdf )

Modifications

Modifications include establishment, moving, change of address and name, cancellations and authorizations. Here you will read how you attend these matters together with WEB.

Does it concern a plot of land of which you are not the owner? Remember the following:

make sure you submit a signed authorization, no more than six months old, and a copy of the owner’s valid proof of identity;
In some cases, documents such as a death certificate, a family book or an ‘under receivership’ must be submitted!

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Establishment

Are you establishing at an address where there are already connections of WEB? Please report the connection takeover to us and submit the following documents:

a notarial deed or a “written inspection” from the Land Registry Office (Kadaster), no more than 1 year old;
a valid proof of identity with a clear photograph.
the drinking water and/or electricity meter numbers.

You pay the costs for the transfer and a deposit.

Moving

Are you moving to an address where there are already connections of WEB? Then we request you to report the transfer of the water and electricity to us promptly, and bring the following documents with you:

a notarial deed or a “written inspection” from the Land Registry Office (Kadaster), no more than 1 year old;
for companies: a registration of the Chamber of Commerce (KvK Bonaire),

stamped and signed and no more than 1 year old;

a valid proof of identity with a clear photograph;
the drinking water and/or electricity meter numbers from the new address and the date from which you will occupy the new home;
the water and/or electricity meter numbers from your old address and the date on which you will leave your old home;
the address details for both the old and new home.
the completed Application form connection (pdf).

The costs for the transfer and the deposit will be charged to your account. Are you moving from your old address to your new address on the same workday? Then you will not pay for the costs of the transfer if:
• you still have the deposit at the old address and this matches the deposit you would have to pay at the new address (adjustments are possible);
• you have paid all outstanding invoices for the old address.

If the connection to the new address takes place on a different day than turning off the connection of the old address, you will pay a new deposit and connection costs.

Name change

Would you like to submit a name change because your marital status or the name of your

company has changed? Please submit the following documents:

a valid proof of identity with a clear photograph;
your most recent invoice for drinking water and/or electricity;
in the case of change of marital status: a copy of the extract (stamped and signed) from the Database of Civil Affairs (Basisadministratie van Burgerzaken);
in the case of change of company information: a registration of the Chamber of Commerce (KvK Bonaire), stamped and signed and no more than 1 year old;
the completed Modification form (pdf).

Address change

Would you like to register a change of address on your name? Please submit the following documents to our information desk:

a valid proof of identity with a clear photograph;
your most recent invoice for drinking water and/or electricity;
the document with the official street name and address number of the Public Entity of Bonaire (Openbaar Lichaam Bonaire, OLB), the Directorate of Land Planning (Directie Ruimtelijke Ordening, DRO);
the completed Modification form (pdf).

Connection cancellation

To cancel your connection, we invite you to come to our office. Please bring the following documents with you:

a valid proof of identity with a clear photograph;
the meter numbers and the closure date for the water and electricity;
the address details;
for companies: a registration of the Chamber of Commerce (KvK Bonaire),

stamped and signed and no more than 1 year old;

a collection address where the latest invoice should be sent;
the completed Application form cancellation (pdf).

Authorization

Do you travel abroad on a regular basis? Or would you like to get another person involved for your WEB-related matters for some other reason? Then you can authorize a person to carry out the (legal) actions on your behalf. The authorized person must be older than 18 years. Minor customers (under the age of 18) always should have an authorized person.

The authorization for the person that you designate will be valid for a period of six months. The date on the authorization is decisive. Don’t forget to include a legible copy of your valid proof of identity.

Download here the Authorization form (pdf).

Installation green power

Do you want to connect solar panels or the wind energy installation to the grid of WEB? That is possible. Such an installation is called a ‘DG-installation’. It is mandatory to register the DG-installation with WEB. The installation must also be inspected. This also applies for the expansion of the DG-installations.

Why? For your and our safety. And for the continuity and quality of the electricity supply. Solar energy and wind energy are not without risks. It is necessary that WEB knows the location and size of your DG installation.

A non-approved installation of green power may never be connected to the electricity grid. If you do this, you are liable for the negative consequences hereof. If WEB encounters such a situation of a non-approved installation, the electricity supply will be interrupted.

On the following pages you will read more information about the rules and procedures for a DG-installation.

Please note:

With Pagabon you cannot connect a green power installation to the electricity grid of WEB. For this you need to change your Pagabon meter into a postpaid meter.
Do you want to go off grid with your green power installation? Thus, not connected any longer to the electricity grid of WEB? That is possible, but there are costs involved. Always first consult with WEB about the disconnection of the grid.
If your DG installation has a capacity of more than 14 kVA, you must for 5 more years pay the fixed usage fee to WEB after the disconnection.

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Registration

You are already a client of WEB and you have an electrical installation. You want to connect a DG installation, or you want to legalize an existing connection.
You want to expand your existing DG installation.
You are a new client of WEB. You want an electrical installation including a DG installation

In all three cases you are obliged to engage a registered installer. Also if you build the system yourself, a registered installer is necessary for the required drawings and registration for inspection.

The installer delivers the appropriate documents at WEB. WEB assesses the completeness of the application. A so called ‘grid integration study’ can be followed. With this WEB inspects the impact of the DG installation on the voltage and loading of the electricity grid in the area.

If the reliability or the quality of electricity supply is affected negatively, WEB may reject an application to connect to the grid.

WEB tests the installation to the connection instructions. If the application is complete and WEB has approved, the inspection follows.

Details about the registration and inspection you will read here (pdf).

Inspection

After approval the installer will submit at the Directorate of Supervision and Enforcement (DTH – Dienst Toezicht en Handhaving) of the Public Entity of Bonaire. DTH performs the technical-safety inspection of the DG installation, as is also the case for electrical installations.

After receiving the documentation DTH will inform the installer and WEB when the inspection will take place.

In the case of non-approval DTH will schedule a new inspection with the installer and WEB.

After approval DTH and WEB sign the inspection card.

Details about the registration and inspection you will read here (pdf).

Agreement

Upon approval of your DG-installation, you enter into a ‘DG Interconnection Agreement’ with WEB. This agreement is compulsory. When signing you have to submit the signed inspection card or a copy thereof.

After signing the agreement WEB will place a suitable meter that registers the feed-in of non-used power. The installation then is connected to the electricity grid.

Download here the text of the agreement (pdf).

Feed-in

The green power of your DG-installation that you do not use, will be fed back into the electricity grid. For this you will receive a compensation. This is stipulated by the Ministry of Economic Affairs. The current feed-in tariff is:

5 dollar cents per kilowatt-hour for a connection with a capacity of up to 13 kVA.
1 dollar cent per kilowatt-hour for a connection with a capacity larger than 13 kVA.

Please note!: If the fed in amount of electricity is larger than the amount of electricity drawn from the net, the surplus is not reimbursed.

Download here the Application feed-in compensation(pdf) and the General Conditions feed-in compensation (pdf).

Installation irrigation water

From the wastewater treatment installations from Kaminda Lagun runs an irrigation pipeline to the city and hotels and apartment complexes along the west coast which are connected to the sewage system.

WEB delivers treated wastewater as irrigation water to hotels and apartment complexes with an approved installation for this. Along the west coast at this moment 41 irrigation water meters are installed.

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Conditions

For the delivery of irrigation water a number of conditions must be met. For example, drip irrigation systems and special reservoirs for irrigation water must be installed.

Registration

Anyone who wants to purchase irrigation water via the irrigation water pipeline can register at the Directorate Land Planning and Development (Directie Ruimte en Ontwikkeling (DRO)), Department of Public Works (formerly LVV) of the Public Entity Bonaire.

The department is located at Kaminda Lagoen 32, telephone 717-8836.

Rural area

A connection to the WEB-grid generally is not possible in the rural area. A special water and /or electricity connection for this is a too large investment for WEB.

Maybe there runs a main water pipeline or electricity grid along your plot of land. In that case you can submit a request for connection to the grid. Possible extra costs will be charged to your account.

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Water truck

Is there no connection possible on a main water pipeline, you can have water delivered with a water truck. For this WEB must have access to your land. Do you want to apply for delivery of water with the water truck? Then you must submit the following documents:

a kunuku book; you can request this from the Directorate Land Planning & Development (Directie Ruimtelijke en Ontwikkeling (DRO)), of the Public Entity of Bonaire (OLB);
a cadastral drawing (situation drawing);
a valid proof of identity with a clear photograph.

Off grid green power

If connection to the electricity grid is not possible, WEB is pleased to advise you about other options. For example, an off grid solar panel system or a wind turbine. Together we will figure out the best solution!

Please note!

If you are not the owner of the plot of land, you must submit a signed authorization, no more than six months old, and a copy of the owner’s valid proof of identity.
In some cases, documents such as a death certificate, a family book or an ‘under receivership’ must be submitted!

Registered installers

It can be difficult to find a competent installer to be distinguished from a ‘shyster’. For your safety WEB maintains a list of registered installers and experienced plumbers. Every year the list is drawn up by the Directorate Supervision and Enforcement (DTH) of the Public Entity Bonaire.

Download here the List Registered Installers an Experienced Plumbers (pdf).

Complaints

Good service is the principle for WEB Bonaire. Unfortunately, things do not always go how we want them to. That is very unpleasant, for you and for us. Do you have a complaint? Please submit this! So that we can solve the problem together.

Complaints from our customers help us improve our services. Your questions or comments are also very welcome! You can submit your complaint online via the complaint form.

After we have received your complaint, we will immediately send a confirmation of receipt to your e-mail address. The processing period for a complaint is a maximum of 8 weeks after the date it has been signed.

UNKOBON

Since 2013 WEB has a covenant with the Consumer Association UNKOBON (Union di Konsumido Bonaire). Together we work on the transparency of the performances of WEB and on appreciation on our customer service.

WEB places its customers first. We are constantly working to improve our customer service. We underlined our commitment by signing this covenant with UNKOBON.

New developments that concern WEB’s customers, we discuss with UNKOBON in good time. As a result, together we can guarantee the consumers’ interests.