Service / Service Product | Service Level Standards | Location |
---|---|---|
Registration of a New Account | Immediate | Revenue Hall |
Termination of existing Account | 2 weeks | Revenue Hall |
Transfer of Account from one consumer to the next | Immediate | Revenue Hall |
Linking of Account and services e.g Electricity and water | Immediate | Revenue Hall |
Name Change on an Account | Immediate | Revenue Hall |
High Accounts Leaks: Advice consumer on method to check Incorrect meter readings; Investigation. |
Immediate | All offices |
Cross Meters | ||
Flow Limiter Applications | ||
Debt Relief (where applicable) | Immediate | All Offices |
Restrictions, disconnections & reconnections | Immediate | All offices |
Balance enquiries | Immediate | All offices |
Multi metering | ||
Correspondence, letters, emails, faxes | 14 Days | All offices |
Credit control as per the water policy | Daily | Revenue Hall |
Waste water and pollution charges | 1 day | Revenue Hall |
Opening and terminating of waste water customers |
Service / Service Product | Service Level Standards | Location |
---|---|---|
General Technical Queries regarding water born sewerage/water reticulation. | ||
Process applications for new water connections, meter re-sites, meter tests, and fire hydrant relocations. | 14 days | All Offices |
Inspect plumbing of commercial and industrial customers for compliance for normal fire fighting standards. | ||
Investigate general, domestic customer complaints/queries related to water supply. | ||
Investigate and resolve water ponding on private property and water pressure complaints. | ||
Process and conduct pressure and flow tests. | ||
Inspection of Properties to location nearest Water Main, check for lot numbers, and boundary pegs in order to facilitate new water connections. | ||
Install domestic water connections < 25mm to individual consumers multi – dwelling units and housing projects. | ||
Install large domestic, commercial, individual water connections >25mm including sprinkler and fire connection. | ||
Read all consumers (domestic & commercial) and reservoir water meters in the eThekwini Municipality. | Quarterly | Revenue Hall |
Carry out field investigations/check readings where required. | Daily | |
Estimated readings when unable to read. | Monthly | Revenue Hall |
Maintenance of water meters and chambers | ||
Tracing of leaks related to water meters. | ||
Location of buried water meters. | ||
Raising and re-siting of water meters | ||
Change of faulty meters. | ||
Removal of water connections due to defaulting | ||
Water sampling | ||
Investigations into general meter and account queries | 7 Days | All offices |
Supplying developers, consultants, short and long term planning, details for Water and Sanitation Services. | ||
Supplying the public with details of existing Water and Sanitation services/structures/drawings and records. | ||
Supplying Customers with GIS information, aerial photographs, maps, survey details, backlog, and other statistics | ||
Sample testing, eg. Ground Water contamination, drinking water quality, stream water quality. | ||
Environmental Impacts – comments submitted. | ||
Tanker Clearance | ||
Town Planning/Building, Estates Dept, ensuring consistency on the application of the Plans Approval Guideline Document for referral, approval and conditions set. | ||
Chamber of Business/Waste Minimisation Clubs/ Catchment Management Forums/ Rate Payers Association – Communicate and consult on legal and policy issues of interest. | As required | |
Conduct standard 2 or 3 times yearly inspection to ensure compliance with sewerage disposal bylaws, National Building Regulations and other environmental legislation. | ||
Submit an inspection report, notice or letter to industry within one week of inspection. | ||
Ensure all relevant legislation and Department Policy are communicate to industry. | Immediate | |
Prepare Press Release for Directors approval on spill or pollution incidents. | ||
Prepare Press Statement on request of Reporter after Directors approval. | ||
Give developers and consultants information required such as pressure zones, flow rates, bulk supplies. | ||
Delivery of potable water to customers in areas where water supply has been interrupted. | ||
Delivery of water sachets to residential areas where regular water supply cut offs take place. | ||
Removal of spoil material left on consumers verges. | ||
Backfilling of trenches/excavations/ in road ways and on verges | ||
Waste Water Tank Services : Conservancy/Septic tank emptying, unprogrammed. | ||
Pit Latrine Emptying | ||
Waste Water connection Application/ Installations | ||
Inspection of new Waste Water Installation | ||
Approval of building plans with respect to sewerage disposal. | ||
Sewer overflows/blockages/smells/damage | ||
Private Blockages on private property | ||
Escalated Waste Water Complaints. |