The
aim and purpose of this charter of HMWSSB is to confirm publicly, the service
assurance given to the customers, who pay their bills regularly, for water
and sanitation services from the Board; to confirm the standards that the
Board has set for itself, with regard to providing services to its customers;
and to state the customers obligations. This Charter is not a legal document
for enforcement against neither the Board nor the customers.
This Charter
comes into effect from January 26, 2000.
The HMWSSB provides
the following services to its customers.
The Deputy General
Manager, Single Window Cell, HMWSSB, Khairatabad, Hyderabad, 500004 exclusively
deals with sanction of new connections.
Issue
of application forms
The application form will cost a nominal fee of Rs.10.00.
Supplied on all working days during office hours.
Available at all Cash Collection Counters and at Single Window Cell (SWC).
Acceptance
of filled in application form
The filled in application
forms will be
Accepted only at the Board office (SWC).
Accepted during office hours on all working days.
Accepted only after preliminary scrutiny at SWC.
Acknowledged by issuing a receipt on the spot by SWC.
A process fee will be collected for applications of domestic and non-domestic
categories.
Sanction
The Board (SWC) will take a minimum of 15 working days and a maximum
of 30 working days to sanction or reject the application, from the date
of receipt.
The Board will communicate sanction or rejection within 15 working days
thereafter.
Customer to contact SWC at Head Office of the Board at Khairatabad, any
time (during working hours) after expiry of 30 working days.
In the event of failure to issue sanction order or a formal rejection
letter after 30 working days and on personal visit of the customer to the
Single Window Cell (SWC) will pay an amount of Rs. 20 /- (Rupees twenty
only) as a token of its commitment to the customer.
Customer will be given a fresh date (not more than 15 days hence) and if
the customer dos not get any response on his subsequent visit to the SWC,
he/she will again be paid Rs. 20/ - and the Managing Director/ Director Technical,
of the Board will personally meet such customers to explain the reasons for
delay.
If the stated amount is not deposited within 30 days of sanction order, the
order becomes invalid. A fresh application will be made for process and the
process fee paid earlier will be forfeited.
Payment
of Fees
All payments will
be
Accepted at SWC of Board’s Head Office, Khairatabad on all working days
during office hours.
Accepted by Demand Draft / Cheque / Cash in Board’s Khairatabad Bank
Account or Board Office (SWC).
Accepted in full only and no installments will be allowed.
Acknowledged and receipts will be issued at the SWC.
Release
of Water Supply Connection
Individual water supply connection will be released within 30 (thirty)
working days from the date of payment of connection fee in full.
The connection fee includes boring, tapping of distribution main, supply
and laying of necessary pipe including supply and fixing of meter chamber,
gate valve, prescribed water meter etc.
The Board is responsible for obtaining the MCH road cutting permission,
including all civil works connected with the laying of service connection
up to customers premises including fixing water meter.
The customers are requested not to pay or engage any plumber / contractor
for the aforesaid work.
The customers are advised to have a sump of adequate capacity close to
meter. The meter chamber shall be located only within 2 meters from the
boundary, inside the premises.
All the materials required like communication pipes, compression fittings,
gate valve, meter and meter chamber for giving service connection from the
tapping point up to the customer premises including the meter will be supplied
by the Board.
The customers should not engage the services of any employee of the Board
for taking the connection.
Release
of Sewerage Connection
The customer shall construct sewer manhole with silt catch pit within
the premises before the Board gives the sewerage connection.
The Board shall connect sewer line from internal sewer manhole of the
customer’s premises to the main sewer line.
Quantity : Assures a minimum of 250 litres/connection/day.
Quality: Assures to provide potable water.
Residual
Chlorine to be maintained in the water supplied
Minimum ---
0.25 ppm
Maximum --- 1.00 ppm
Timing: Adhere to the notified timings. Any change will be informed in
advance.
Planned interruptions will be informed within 24 hours of advance notice.
Any unplanned delay will be informed at least 2 hours in advance.
Duration of Supply: Assured one-hour minimum supply on a supply day.
Contingency Plan:
In case of disruption in regular piped water supply, Contingency
Plan will be implemented as per the area in which the supplies are disturbed.
Details can be perused at the concerned Section Office of the Board.
The categories of
complaints include no water supply, leakage in distribution main and service
connection, suspected water pollution, low pressure, chockages, missing manhole
cover, sewage overflows, repairing or replacement of meters, dispute on bills,
change in category of consumption etc. Under the Citizen’s Charter, minimum
and maximum time have been fixed in terms of days for attending to all the above
such categories of complaints from the time of receipt and the same is as follows:
Complaints
relating to bore wells, PSPs, illegal connection etc.
1
7
However, the
customer will be supplied 250 liters per connection per day if the supply
is not restored in 2 consecutive supply days. The Board only will give customers
who do not have any arrears this facility. This facility is only for complaints
registered with 1916.
The tankers
will be arranged up to the nearest accessible place and from there the customer
has to take the water.
METRO
CUSTOMER CARE
All complaints
of the customers shall be registered through MCC Ph: 1916 only.
MCC Ph: 1916
works round-the-clock.
COMMUNICATION
The board will
adopt such channels of communication as are faster to inform the customers
in shorter time.
COURTESY
AND HELPFULNESS
All employees
of HMWSSB are committed to customer service. The following officers may be
contacted in case of necessity.
Chief
General Manager (E), O&M Circle I, Goshamahal.
4608988
General Manager
(E), O&M Division I, Goshamahal.
4601331
General Manager
(E), O&M Division II, Goshamahal.
4603184
General Manager
(E), O&M Division III, Goshamahal.
4602274
Chief
General Manager (E), O&M Circle III, Goshamahal.
4744647
General
Manager (E), O&M Division IV, RedHills.
3391646
General
Manager (E), O&M Division V, Narayanaguda.
6519001
General
Manager (E), O&M Division X, Amberpet.
7408918
Chief
General Manager (E), O&M Circle II, S. R. Nagar.
Customers should protect and maintain water meter in good condition.
Tampering of water meter is an offence punishable under HMWSSB Act.
Customers should not use any Booster Pumps to draw more water. It causes
serious inconvenience to others. It is a serious offence.
Customers may inform the Metro Customer Care on phone 1916 about any
illegal installation of pumps by others.
Customers may inform the MCC on phone 1916 about any illegal connections.
Customers may inform the MCC on phone 1916, if any sewer line chokage
or water leakage is noticed on the roads.
Customers should educate all their family members not to throw domestic
waste in their toilets. This will choke sewer lines.
Customers should advise the public not to dump building materials like
sand, stone etc., near sewer manholes, which may enter sewer line and cause
chockage.
Customers should not open sewer manhole covers to let off the rainwater,
as this will choke the sewer lines, which are not designed to carry rainwater.
Customer should insist, on any HMWSSB employee, visiting his premises,
to show his identity card so as to avoid cheating.
Customers to avoid pit taps, as they are a major source of pollution.
Customers should conserve water, as it is a precious resource. They must
use taps and other appliances that minimize wastage and lead to saving of
water at every point of consumption.
Customer is expected to make necessary arrangements for rooftop collection
of rainwater. Assistance can be had from Ground Water Department and HMWSSB.
Customer, as the ultimate beneficiary of all public assets, must bestow
personal interest in protecting and promoting their use. Any willful misuse
must evoke customer’s concern prompting action.
SUGGESTIONS
We invite your suggestions
for improving our service to customers. Please send them to CGM, MCC, Progressive
Towers, 6th Floor, Khairtabad, Hyderabad 500004.
GLOSSARY
Citizen : A person who resides in Hyderabad Metropolitan Areas as defined
in the HMWSSB Act 15 of 1989 [Section 2(f)]
Charter : A document of Assurance.
Citizen’s Charter : A document of Service Assurance given to the customer
by the service provider.
Citizen’s Charter of HMWSSB : The Citizen’s charter introduced by HMWSSB
on 26-01-2000 subject to alteration, as and when effected.
Board : The Hyderabad Metropolitan Water Supply & Sewerage Board
constituted under Section 3 of the Act 15 of 1989.
Customer : A Resident/Welfare Association/Society/Organization receiving
water supply & sewerage facilities from HMWSSB Board and who has proof
of paying for the same.
Regular Customer : A customer of HMWSS Board who has not more than 2
consecutive bills in arrears.
Stated Amount means the amount indicated in the sanction order of connection
for Water Supply or Sewerage or both or any other charges for services provided.