Service Quality Indicators
 
 
The standards set by the CWA for different types of service are indicated in the following tables.
 
The response time (Min and Max) given opposite each intervention gives an indication of the response time required to finalise an application/complaint/query etc.  The response time is indicated in working days, unless otherwise stated.
 
SERVICE TYPES & RESPONSE TIME 
Nature of Service
 
Response Time
 (during working days)
 
Min 
Max
Water Supply Applications 
New supply & Reconnection of supply 
Site inspection after receipt of an application for a new connection.
1
7
After site inspection, applicant shall be informed of the approval or rejection of his application, the works to be done and the amount to pay.
1
7
Fixing of the new supply or reconnecting the supply after receipt of payment and clearance for road excavation from the Road and Local Authorities.
3
7
Reconnection at meter after receipt of payment.
1
2
Confirming fixing of new supply after completion of the works.
1
5
Issue of first bill.
15
30
Disconnection of Supply (at main) 
After clearance for road excavation from the Road and /or Local Authorities.
1
7
Disconnection of Supply (at meter) 
After receipt of application form.
1
3
Transfer of supply 
After receipt of application form.
1
3
Shifting of supply 
After clearance for road excavation from the Road and/or Local Authorities.
1
7
Meter Test.
 
 
After receipt of application form.
3
7
Water clearance for Building Permit
After receipt of application form and payment of the relevant fee.
1
7
Clearance for Morcellement/VRS 
Confirmation of availability of water.
10
15
Final clearance after payment 
7
10
Clearance for IRS Project 
Confirmation of availability of water
10
15
Final Clearance after payment
7
10
Debt Clearance for sale of property 
After receipt of application form and settlement of arrears, if any
1
2
Other changes (e.g.  Category, size of meter,  No. of living quarters) 
After receipt of application form and payment of relevant fee, if any
1
7
Complaints 
Water Supply 
Broken main
0.5
3
Broken communication pipe
1
5
Broken Meter Chamber
1
7
Broken Meter
1
7
Water quality
1
3
Air Problem
1
3
Insufficient hours of supply
1
3
No Water for “X” days
1
3
Low Water pressure, subject to availability of adequate pressure
1
3
Renew pipe & fittings
1
5
Polluted water supply
1
3
Water leakage
1
3
Erratic Timing of water supply
1
3
Metering & Billing 
Excess bill and verification
1
7
Meter Test
1
7
Non-receipt of water bill
1
3
Cleaning and maintenance of meters
1
7
Defective meter
1
7
Domestic meter repairs and replacements
1
7
Meter repairs other than domestic
1
7
Change of category of water supply
1
7
Check living quarters
1
7
Leakage at meter
1
7
Wrong data on bill
1
5
 
Request Services
Tanker required in supply area
1
2
Connection Request
1
3
Others
Complaints relating to illegal connection etc.
1
3
 
Replying to letters from customers
3
7
 
Answering to Phone calls
5 seconds
30 seconds
Payment of bills
30 seconds
10 Min