Client's Charter

1 All new meter installation shall be completed within 7 working days from the date of payment of all fees & upon the submission of the signed Water Agreement to New Service Section.
2 To ensure that consumer complaints at KWB Service Counters are attended to within 1 working day.
3 Deposits will be refunded to consumers within 13 working days after receiving the notices from Consumer Service Section.
4 To deploy water tankers to consumers within 2 hours to areas seriously affected (more than 100 houses or 500 people) by unscheduled interruption of water supply (except for areas that is not accessible by water tanker lorries). 
5 Main burst during day time shall be repaired within 12 hours & main bursts during night time shall be repaired within 24 hours.
6 Process submission of plans from consultants & reply for approval within 21 working days.
7 To ensure that water production is consistently met within a tolerance of 3% as measured by the different between average daily water production & average daily gross water consumption.