| CLIENT CHARTER |
WE ARE A WATER COMPANY COMMITTED TO PROVIDING EXCELLENT
WATER SUPPLY SERVICES TO CONSUMERS THROUGH IMPLEMENTATION OF THE
FOLLOWING :
|
| |
| i. |
Supply water of quality that complies
with the National Standard for Drinking Water Quality (revised 2000)
issued by the Ministry of Health. |
| ii. |
The Company aims to provide adequate water
supply with the following minimum residual gauged pressure at the
point of connection during peak flow in the long term : |
| |
• |
Rural |
: |
10 m |
| |
• |
Urban |
: |
22 m |
| iii. |
Applications for water supply for new
development will be processed within three (3) weeks from the date
of receipt of complete applications. |
| iv. |
Installation of new meters will be carried
out within three (3) working days after the Director's approval has
been granted and all payments and conditions have been fulfilled. |
| v. |
Water bills will be issued on a monthly
basis. |
| vi. |
Reconnection for disconnected water supply
will be made within the same day after all outstanding bills and associated
charges have been paid. |
| vii. |
The public will be notified of Scheduled
Interruptions of water supply exceeding 24 hours through the mass
media at least 2 days in advance. However, the Company will endeavour
to notify the public 7 days in advance of such interruptions. |
| viii. |
All unscheduled interruptions of water
supply that require more than 24 hours to resume would be announced
in the mass media. |
| ix. |
All reports on pipe bursts which affect
supply, will be attended to within 24 hours after the report was made.
Repair works will be completed at the maximum, within the following
time period : |
| |
• |
Communication pipe failure for pipe sizes
of less than or equal to 200 mm diameter |
| |
|
- |
Not more than 1 day |
| |
• |
Pipe sizes > 200 mm and up to 600 mm
diameter |
| |
|
- |
Not more than 2 days |
| |
• |
Pipe sizes > 600 mm and up to 1,200
mm diameter |
| |
|
- |
Not more than 3 days |
| |
• |
Pipe sizes > 1,200 mm diameter |
| |
|
- |
Not more than 4 days |
| x. |
All enquiries at the counter will be attended
to within 15 minutes. |
| xi. |
Any enquiries or written complaints through
PUSPEL, telephone, fax, e-mail, SMS, Multimedia System (MMS) and mails
will be acknowledged within 30 minutes after receipt. The Company
will revert within 24 hours to inform the consumers on the remedial
action to be taken. |
| xii. |
Relief water will be supplied by sending
water tankers/static tanks/water containers or any other suitable
means when water supply interruptions exceed 24 hours under the following
circumstances : |
| |
(i) |
Unscheduled interruptions |
| |
(ii) |
Scheduled interruptions |
| |
(iii) |
Low pressure zones |
| xiii. |
In the event of a crisis leading to wide
scale interruption affecting more than 100,000 connections for more
than 24 hours, the Company will implement the Emergency Response Plan (ERP)
to organize relief water supplies to consumers. |
| xiv. |
Consumer's deposit will be returned to
the consumer within 3 weeks after the Company has received the original
receipt of the deposit. |
