Client Charter

WE PROMISE:

1. To attend to consumer  queries and complaint in a friendly manner at the department counter within 20 minutes (excluding waiting time);
2. To provide treated and quality water to all registed consumers;
3. To  reconnect  water  supply  within  36 hours  after  all  outstanding  bills and reconnection fee have been paid;
4. To manage  contract  document  within  2  months   after   the  projects  site possession date and received complete supporting documents;
5. To  issue  renewal  of  mains layer and plumber license within 7 working days upon receipt of renewal fee;
6. To receive and take action each and every water supply complaint within 3 working days;
7. To install  water meter for new connection within 5 working days after deposit and other charges have been paid and agreement document has been duly signed;
8. To refund  consumer’s  deposit  or part thereof within 30 working days to the customers who decided to terminate their account;
9. To publicize  and  rationed  supply interruption  scheduled 10 working before running;
10. To supply  water  by  tanker  to local registered users within one (1) day after receiving the complaint of emergency water supply interruptions;
11. To response within three (3) weeks to water reticulation supply application for all type of development;
12. To issue water bills issued to all registered consumers within every three (3) month;
13. To process all claim of payment to be forwarded to the Treasury Department for works supplies and services within fourteen (14) working days after all necessary supporting document are received.