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Last Update: 19 Dec 2018
Version 8.1.2
Client Charter's Achievement
2013|2014|2015|2016|2017|2018|

New water supply application shall be processed within five (5) working days upon submission of all
 JanFebMarAprMayJunJulAugSepOctNovDec
Achievements
91%
97%
80%
83%
94%
94%
81%
99%
95%
92%
87%
0%

New water meter connection and installation of communication pipe shall be carried out within four (
 JanFebMarAprMayJunJulAugSepOctNovDec
Achievements
87%
78%
83%
86%
71%
83%
85%
83%
87%
89%
90%
0%

Inspection of internal plumbing shall be carried out within one (1) working day upon receipt of the
 JanFebMarAprMayJunJulAugSepOctNovDec
Achievements
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
0%

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

The customer shall be informed of the major scheduled water interruption at least one (1) day prior
 JanFebMarAprMayJunJulAugSepOctNovDec
Achievements
100%
100%
100%
100%
100%
100%
95%
100%
100%
100%
100%
0%

Water shall be supplied to customer by water tanker not later than three (3) hours, upon receipt of
 JanFebMarAprMayJunJulAugSepOctNovDec
Achievements
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
0%

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

Disconnected water meter due to non-payment shall be reconnected within 24 hours after the payment o
 JanFebMarAprMayJunJulAugSepOctNovDec
Achievements
78.56%
93.22%
93.61%
95.2%
96.1%
96.33%
97.12%
96.08%
93.25%
74.22%
75.12%
0%

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

Application for reticulation plans shall be approved within five (5) working days upon receipt of co
 JanFebMarAprMayJunJulAugSepOctNovDec
Achievements
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
0%

Payment will be made within two (2) weeks upon receipt of goods and invoices from suppliers.
 JanFebMarAprMayJunJulAugSepOctNovDec
Achievements
96.95%
89.75%
84.91%
50%
53.5%
89.01%
98.89%
93.16%
96.91%
82.45%
82.39%
0%

Meter reading and delivery of water bills will be done according to schedule.
 JanFebMarAprMayJunJulAugSepOctNovDec
Achievements
99.6%
99.8%
99%
99.5%
99.8%
98.5%
96%
99.05%
98.9%
98%
98.4%
0%