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Pro-poor Agenda
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Public Assessment of Water
Services (PAWS)
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Metering
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Over-all Functions
¢ Monitoring and enforcement of standards of service
to the customers, and any agreed improvements in these
standards, or extensions in the coverage of water supply
and sewerage services
¢ Resolution of complaints or representations
received from customers and other interested groups;
¢ Monitoring guidelines and procedures used by
the Concessionaires in reading of meters, collection
of accounts, handling of customer complaints, and other
customer related functions.
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Complaints Services Monitoring
Department CSMD
Functions
¢ Recommending policies, rules and regulations
in the improvement of the concessionaires' customer
services.
¢ Developing standards and evaluating performance
of each concessionaires' customer service efficiency.
¢ Instituting a smooth feedback system, efficient
monitoring and faster resolution of complaints received
from customers and other interested groups.
¢ Monitoring compliance of the concessionaires'
with service obligations on water supply, sewer and
sanitation coverage targets, provisions of alternative
water supply and other customer service standards.
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Metering Efficiency Department
(MED)
Functions
¢ Formulating and recommending policies, rules
and regulations in the improvement of customer services
on metering, billing and water and sewer connections.
¢ Developing standards and evaluating the performance
of the concessionaires' customer service efficiency
on metering, billing and service connections.
¢ Monitoring of the Concessionaires' metering
program and ensuring that the meters installed comply
with the acceptable standards.
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