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Last Update: 17 Oct 2017
Version 8.0.2c
Client Charter's Achievement
2013|2014|2015|2016|2017|

New water supply application shall be processed within five (5) working days upon submission of all relevant documents.
 JanFebMarAprMayJunJulAugSepOctNovDec
Achievements
98%
98%
99%
96%
98%
97%
96%
96%
95%
0%
0%
0%

New water meter connection and installation of communication pipe shall be carried out within four (4) working days after payment of fees and inspection of the internal plumbing.
 JanFebMarAprMayJunJulAugSepOctNovDec
Achievements
90%
86%
89%
86%
89%
73%
82%
88%
81%
0%
0%
0%

Inspection of internal plumbing shall be carried out within one (1) working day upon receipt of the pipe fitter’s notification.
 JanFebMarAprMayJunJulAugSepOctNovDec
Achievements
100%
100%
100%
100%
100%
100%
100%
100%
100%
0%
0%
0%

All water bill queries shall be addressed within 30 minutes.
 JanFebMarAprMayJunJulAugSepOctNovDec
Achievements
100%
100%
100%
100%
100%
100%
100%
100%
100%
0%
0%
0%

The customer shall be informed of the major scheduled water interruption at least one (1) day prior to the interruption.
 JanFebMarAprMayJunJulAugSepOctNovDec
Achievements
100%
100%
100%
100%
100%
100%
100%
100%
100%
0%
0%
0%

Water shall be supplied to customer by water tanker not later than three (3) hours, upon receipt of request, if unscheduled interruption of water supply occurs.
 JanFebMarAprMayJunJulAugSepOctNovDec
Achievements
100%
100%
100%
100%
100%
100%
100%
100%
100%
0%
0%
0%

Action shall be taken within Six (6) hours to restore water supply upon receipt of complaint of pipe burst/leakage.
 JanFebMarAprMayJunJulAugSepOctNovDec
Achievements
100%
100%
100%
100%
100%
100%
100%
100%
100%
0%
0%
0%

Disconnected water meter due to non-payment shall be reconnected within 24 hours after the payment of arrears and reconnection fee.
 JanFebMarAprMayJunJulAugSepOctNovDec
Achievements
96.02%
93.02%
90.21%
80.45%
82.36%
80%
81.65%
80.11%
73.06%
0%
0%
0%

Deposit will be refunded by cheque to customer within two (2) weeks working days upon receipt of the notice of termination of water supply.
 JanFebMarAprMayJunJulAugSepOctNovDec
Achievements
100%
100%
100%
100%
100%
100%
100%
100%
100%
0%
0%
0%

Application for reticulation plans shall be approved within five (5) working days upon receipt of complete application / submission from consultant.
 JanFebMarAprMayJunJulAugSepOctNovDec
Achievements
100%
100%
100%
50%
100%
100%
100%
100%
100%
0%
0%
0%

Payment will be made within two (2) weeks upon receipt of goods and invoices from suppliers.
 JanFebMarAprMayJunJulAugSepOctNovDec
Achievements
96.95%
88.37%
93.05%
97.77%
93%
90.4%
94.85%
89.83%
90.01%
0%
0%
0%

Meter reading and delivery of water bills will be done according to schedule.
 JanFebMarAprMayJunJulAugSepOctNovDec
Achievements
98%
98.25%
98.1%
98.5%
99%
99.2%
99.5%
99.8%
99.85%
0%
0%
0%