|
OBJECTIVES OF THE CHARTER
To clearly state the standards of service
delivery; and To develop transparent administration by taking the
consumer into total confidence.
MISSION STATEMENT
Our Mission is to enhance the health and
quality of life for citizens in Chennai City by providing them adequate
supply of clean and good quality of water and safe disposal of sewage /
waste water at reasonable price.
STANDARDS OF PERFORMANCE
The Metrowater's perception of service
quality is translated as standard specifications in the form of Citizen's
Charter. The quality of our service with reference to the standards in
Citizen's Charter published on 16th April 1998 has also been inter alia
subject to periodical review by an independent body i.e., Customer Service
Committee which was set up on 01-04-1999. The members of the committee
represent various consumer groups and are from different walks of life.
The Committee evaluated the performance and concluded that 98.5% of the
services of the Metrowater are in conformity with the declared standards.
Therefore, it was also decided that in view of higher capabilities,
certain standards could be further improved. Hence the revised
standards.
SERVICE STANDARDS
A. WATER CONNECTION /
SEWER CONNECTION
|
SL.NO |
DESCRIPTION |
NORMAL DURATION
REQUIRED (DAYS) |
|
1 |
Free Supply of Application Forms at
Head Office, Area Offices and Depot Offices. |
On working days 10.00a.m. to 3.00
p.m. |
|
2 |
Registration of Application Forms
(acceptance of Application) at Head Office. |
On working days 10.00 a.m. to 3.00
p.m. |
|
3 |
Challan for depositing connection
charges. |
Challan enclosed with application
form. |
|
4 |
Intimation to Applicant in case of
deficiency in application forms. |
Within 7 days from the date of
Registration. |
|
5 |
Sanctioned Order |
Within 7 days from the date of
Registration. |
|
6 |
Effecting House Service Connections. |
Within 30 days from the date of
Registration. |
| |
B. WATER SUPPLY |
NORMAL DURATION
REQUIRED (DAYS) |
|
1) |
Replacement of defective Water Meter. |
7
|
|
2) |
Complaint regarding leakage in main. |
3 |
| |
i) Service lines. |
3 |
| |
ii) Distribution main. |
5 |
| |
iii) Transmission main. |
7 |
|
3) |
Complaint regarding pollution
(Contaminated Water/Quality of Water). |
|
| |
i) Where pollution point is easily
identified . |
7 |
| |
ii) Otherwise. |
15 |
|
4) |
Attending no Water Supply / Defective
Water Supply. |
5
|
|
5) |
Attending repairs. |
|
| |
i) Repairs to Hand pump. |
2 |
| |
ii) Repairs to India Mark II pump. |
5
|
|
C. SEWERAGE
|
|
1 |
Blockage of Sewer Line (Mains) |
4
|
|
2 |
House Sewer Block |
2
|
|
3 |
Sewage Overflow |
4
|
|
4 |
Repair to damaged sewer line/ Renewal
of sewer line |
20 |
|
D. SPECIAL REQUEST
|
|
1 |
Supply of Water by alternate Tanker
arrangements on non-receipt of piped water supply. |
Supply of Water through water Tanker
within 4 hours of complaint. |
|
2 |
Supply of Water through Water Tankers
for Marriage and other Functions. |
Immediately after payment of charges. |
|
3 |
Septic Tank Clearance. |
10 days from the date of payment of
charges. |
|
E. WE ARE AT YOUR
SERVICE
|
|
1 |
Head Office |
On all days 24 hours. Phone:
8535312,8534436 |
|
2 |
Area Office |
7.30 a.m. to 6.30 p.m.
|
|
3 |
Depot Office |
8.30 a.m. to 4.30 p.m.
|
COMPLAINTS MONITORING & FEEDBACK
SYSTEM AT HEAD OFFICE
a) Complaints received in Head Office are
communicated to concerned Area / Depot Offices immediately over wireless /
telephone. In addition to this, the complaint forms in duplicate are
prepared for the complaints received and sent to the Depot Offices
concerned through Area Office.
b) The Depot Office will get an
acknowledgement from the complainant after resolution of the same and send
the original complaint form to Head Office through Area Office by
retaining the duplicate copy in the Depot Office.
c) The Head Office will send reply cards to
ten complainants daily chosen randomly for independent feedback.
A similar procedure of preparing duplicate
complaint form is followed in respect of the complaints received at the
Area Offices also. The original complaint forms with the signature of the
complainant are sent to the Area Office. The duplicate copies are retained
in the Depot Offices.
The complaint forms in triplicate are
prepared for the complaints received at Depot Offices. The original is
issued to the complainant as acknowledgement for receipt of the
complaint. One copy is retained at Depot Office and the other to be
sent to Area Office with the signature of the complainant after it has
been resolved.
We have also implemented a complaint
monitoring software, which enables us, keep track of your complaints and
its recurrences. Based on the information obtained from the consumers in
the form of complaints, feedbacks and suggestions, strategies are evolved
for betterment of services . |
