Services

We are committed to ensuring the community of the City of Johannesburg receives quality and efficient water services, which includes the provision of individual water connections and water borne sanitation to all formal stands and minimum of basic water services to informal stands.

The commitment is illustrated by the number of water related projects that are currently being implemented to provide adequate water service response. Service delivery however, also depends on the community to take responsibility for water services.

AREA OF SERVICE	CUSTOMER SERVICE STANDARDS TARGET
Appointments	We will make appointments with the customer either before or after 12pm upon request
Metered supplies: faulty meters	If a domestic meter is found to be faulty to have it repaired or replaced within 2 working days of being notified
Metered supplies: installation	If customers request a water meter we endeavour to install it 25 working days of receiving their payment or agreeing the method of payment
Metered supplies: bills / readings	To provide a monthly bill for metered customers and aim to obtain an actual reading to produce an actual bill at least every month, providing we have unrestricted access to the meter
Billing: moving house	To take a meter reading on the day a customer is moving property provided 5 working days notice has been given
Interruptions to supply: planned > 4 hours	Informing customers at least 7 days before
Interruptions to supply: planned 1-4 hours	Informing customers at least 12 hours before
Interruptions to supply: restoration of supplies after planned work	We will attempt to restore water services by time specified
Interruptions to supply: unplanned (emergencies)	We endeavour to respond within 12 hours
Water or sewage flooding	If water or sewage from a JW pipe enters a customer’s home we will respond immediately/ within 2 hours and offer immediate help
Water quality respond to customers	Within 12 hours
Water quality: samples	First sample results within 12 hours