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Last Update: 23 Apr 2019
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Client Charter's Achievement

2013 2014|2015|2016|2017|2018|2019|

New water supply application shall be processed within five (5) working days upon submission of all
	Jan	Feb	Mar	Apr	May	Jun	Jul	Aug	Sep	Oct	Nov	Dec
Achievements	98%	98%	97%	0%	0%	0%	0%	0%	0%	0%	0%	0%

New water meter connection and installation of communication pipe shall be carried out within four (
	Jan	Feb	Mar	Apr	May	Jun	Jul	Aug	Sep	Oct	Nov	Dec
Achievements	83%	88%	92%	0%	0%	0%	0%	0%	0%	0%	0%	0%

Inspection of internal plumbing shall be carried out within one (1) working day upon receipt of the
	Jan	Feb	Mar	Apr	May	Jun	Jul	Aug	Sep	Oct	Nov	Dec
Achievements	100%	100%	100%	0%	0%	0%	0%	0%	0%	0%	0%	0%

All water bill queries shall be addressed within 30 minutes.
	Jan	Feb	Mar	Apr	May	Jun	Jul	Aug	Sep	Oct	Nov	Dec
Achievements	100%	100%	100%	0%	0%	0%	0%	0%	0%	0%	0%	0%

The customer shall be informed of the major scheduled water interruption at least one (1) day prior
	Jan	Feb	Mar	Apr	May	Jun	Jul	Aug	Sep	Oct	Nov	Dec
Achievements	100%	100%	100%	0%	0%	0%	0%	0%	0%	0%	0%	0%

Water shall be supplied to customer by water tanker not later than three (3) hours, upon receipt of
	Jan	Feb	Mar	Apr	May	Jun	Jul	Aug	Sep	Oct	Nov	Dec
Achievements	94%	88%	100%	0%	0%	0%	0%	0%	0%	0%	0%	0%

Action shall be taken within Six (6) hours to restore water supply upon receipt of complaint of pipe
	Jan	Feb	Mar	Apr	May	Jun	Jul	Aug	Sep	Oct	Nov	Dec
Achievements	94%	92%	0%	0%	0%	0%	0%	0%	0%	0%	0%	0%

Disconnected water meter due to non-payment shall be reconnected within 24 hours after the payment o
	Jan	Feb	Mar	Apr	May	Jun	Jul	Aug	Sep	Oct	Nov	Dec
Achievements	85.03%	86%	86.54%	0%	0%	0%	0%	0%	0%	0%	0%	0%

Deposit will be refunded by cheque to customer within two (2) weeks working days upon receipt of the
	Jan	Feb	Mar	Apr	May	Jun	Jul	Aug	Sep	Oct	Nov	Dec
Achievements	100%	100%	100%	0%	0%	0%	0%	0%	0%	0%	0%	0%

Application for reticulation plans shall be approved within five (5) working days upon receipt of co
	Jan	Feb	Mar	Apr	May	Jun	Jul	Aug	Sep	Oct	Nov	Dec
Achievements	100%	100%	100%	0%	0%	0%	0%	0%	0%	0%	0%	0%

Payment will be made within two (2) weeks upon receipt of goods and invoices from suppliers.
	Jan	Feb	Mar	Apr	May	Jun	Jul	Aug	Sep	Oct	Nov	Dec
Achievements	96.76%	98.36%	93.37%	0%	0%	0%	0%	0%	0%	0%	0%	0%

Meter reading and delivery of water bills will be done according to schedule.
	Jan	Feb	Mar	Apr	May	Jun	Jul	Aug	Sep	Oct	Nov	Dec
Achievements	98%	97%	98%	0%	0%	0%	0%	0%	0%	0%	0%	0%

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