Guaranteed Standards of Service
A Short Page Title TaglineThe following information outlines your rights when you do business with the National Water Commission. Summarized are the Guaranteed Standards which are standards of service set by the Office of Utilities Regulations, and backed by a guarantee - you receive payment if we fail to meet these standards.
The NWC guarantees to provide the following standards of service in our day-to-day dealings with you, subject to the exceptions specified.
| Code | Category | Standard | Description |
|---|---|---|---|
| WGS1 | Access | Connection to Supply | Maximum of ten (10) working days to connect supply and install meter after establishment of contract.Compensation type: Claim |
| WGS2 | Delivery of Bills | Issue of First Bill | Maximum of forty (40) working days after connection of supply. Compensation type: Claim |
| WGS3 | Appointments | Issue of First Bill | Must make and keep an appointment at customers request and must notify customer within reasonable time prior to appointed time, if the appointment will not be kept. Compensation type: Claim |
| WGS4(a) | Complaints | Acknowledgement | Maximum of five (5) working days to acknowledge customer written complaints after receipt. Compensation type: Claim |
| WGS4(b) | Complaints | Investigations | Maximum of thirty (30) working days from the date of receipt of the complaint to complete investigation and respond or an update Compensation type: Claim |
| WGS5 | Disconnection | Wrongful Disconnection | Where the NWC disconnects a supply that has no overdue amount or is currently under investigation by the OUR or the NWC and only the disputed amount is in arrears. Compensation type: Automatic |
| WGS6 | Account Status | Issue of Account Status | Meter to be read on same day customer is moving, if on a weekday; within two (2) working days of move if on a weekend, providing five (5) working days’ notice if move is given. Maximum time of fifteen (15) working days to provide final bill after move and forty five (45) days to refund credit where applicable. Compensation type: Claim |
| WGS7 | Water Meters | Meter Installation | Maximum of thirty (30) working days to install meter on customer’s request Compensation type: Claim |
| WGS8 | Water Meters | Repair of Replacement of Faulty Meters | Maximum of twenty (20) working days to verify, repair or replace meter after defect is identified or reported. Compensation type: Automatic |
| WGS9 | Water Meters | Changing Meters | NWC must provide customer with details of the date of the change, the reading on the old meter on the day and serial number of the new meter. Compensation type: Claim |
| WGS10(a) | Water Meters | Meter Reading | There should NOT be more than two (2) consecutive estimated bills (where the company has access to meter) Compensation type: Automatic |
| WGS10(b) | Water Meters | Exceptional Meter Reading | Where consumption increases by at least fifty percent(50%) the customer is to be alerted within one billing period. Compensation type: Claim |
| WGS11 | Reconnection | Reconnection after Payment of Overdue Amount | Maximum of twenty-four (24) hours to restore supply Compensation type: Automatic |
| WGS12 | Reconnection | Reconnection after Wrongful Disconnection | NWC must reconnect a supply that was inadvertently disconnected within eight (8) hours of being notified of the error. Compensation type: Automatic |
| WGS13 | Compensation | Payment of Compensation | Maximum of thirty (30) working days to process and apply credit to customer’s account. |
| WGS14 | Estimation of Consumption |
Method of Estimation | An estimated bill should be based on the average of the last three (3) readings. Compensation type: Automatic |
| WGS15 | Billing Adjustment | Timeliness of Adjustment to Customer’s Account | Where necessary, customer’s account must be billed for an adjustment within three (3) months of (i) identification of error; or (ii) subsequent to replacement of faulty meter. Compensation type: Claim |
Note:
Claim forms received as attachment to written correspondence should be completed by the receiving officer and the receipt mailed to the customer along with the acknowledgement letter within the time frame specified in the NWC's Business policy.