CUSTOMER CHARTER - Ghana Water Company


GWCLCUSTOMER CHARTERFor further enquiries contact:Ghana Water Company LimitedP. O. Box M. 194Tel: 233 – 0302 666781-7Fax: 233 - 0302 663552E-mail:


20152015OfficeTable Of CONTENTSPage2LocationTelephone NumbersKumasi East District OfficeNear licensing(Aboabo)OfficeKumasi West DistrictOfficeNear Parks & Gardens (SouthJunction)03220-2384903220-25112DEFINITIONS . 4Kumasi North WestDistrictNear CMB Building, Abuakwa03220-50486/505431.0 INTRODUCTION . 6Kumasi South DistrictOfficeNear Guinness Bottling, Kaase03220-267931.1 Background . 6Drilling Unit, KumasiInside GWCL Regional Office03220-225801.2 Vision .61.3 Mission . .61.4 Core Values . .71.5 Registered Office . 71.6 Current Market . 71.7 Responsibilities . 71.8 Regulation . 1.9 Governance Structure . 892.0 WATER SERVICES . 10· Our Responsibilities . 10· Your Responsibilities . . 103.0 LEAKAGES . . 12· Our Responsibilities . . 12· Your Responsibilities . . 124.0 SUPPLY TO BLOCK OF FLATS . .135.0 WATER PRESSURE, FLOW RATES & WATER QUALITY.146.0 NEW CONNECTIONS . 15(GWCL) CUSTOMER CHARTER(GWCL) CUSTOMER CHARTER27

20152015OfficeLocationKpandu District OfficeNear Ghana Prisons Service036-23505097.0 METERING AND BILLING SERVICES . 16· Our Responsibilities . 16· Your Responsibilities . 18Opp. District MagistrateSogakope District OfficeCourt036-20910838.0 ENTRY ONTO YOUR PROPERTY . 19Cape Coast RegionalOffice033-2133289/21332099.0 DISCONNECTION OF SERVICES . 19033-2132963/213243610.0 ENQUIRIES AND COMPLAINTS . 20· Your Responsibilities. . 2011.0 CLIENT CONTACT . 21· Communication . 21· Complaint Resolution . 21Opp. Regional PoliceHeadquartersCape Coast District Office Near Cape Coast CastleWinneba District OfficeNear Radio Peace033-2322088/2322073Swedru District OfficeNear COCOBOD Office033-2020374Elmina District OfficeWithin KEEA DistrictCoordination Council033-2140029Dunkwa District OfficeOpp. District CoordinationCouncil033-2228254/28678· Vending & Pay Points . 22031-2022210· Hours of Supply . 22WHERE YOU CAN FIND US . 23Takoradi Regional26Telephone NumbersOffice Adjacent STC TerminalTakoradi Dis trict OfficeNear Takoradi Workers' College 031-2030318/2030319Sekondi District OfficeNear Regional CoordinatingCouncilTarkwa District OfficeNear University of Mines and031-2320898Tech.Axim District OfficeAxim Town Centre031-2123350Ashanti NorthSuame Roundabout0322020793Ashanti SouthNear Kumasi STC Yard, Adum03220-23241-3/36399Ashanti ProductionNear Kumasi STC Yard, Adum032-2026760Control Tower (FaultOffice)Suame Roundabout03220-20794/20793Kumasi North DistrictOfficeOpp. Sua me Police Station03220-20793Kumasi Central DistrictOfficeNear KMA03220-23241- 3(GWCL) CUSTOMER CHARTER031-2047346/2046523(GWCL) CUSTOMER CHARTER3

20152015OfficeGHANA WATER COMPANY LIMITED(GWCL) CUSTOMER CHARTERTema Main YardTelephone NumbersNear Ashaiman RoundaboutNear Tema Sports IONSTema West District OfficeDEFINITIONSNear CommunityTema Central District Office StationIn this Charter, unless the context otherwise requires:Tema Industrial AreaWithin GWCL Regional Yard0303-202832/202833ADJUSTMENT of a bill means the correction orAshaiman District OfficeWithin Tema CentralWorkshop0303-306845/307368amendment of level of consumption or charges.Kpong HeadworksKpong0244454375COMPANY means Ghana Water Company Ltd (GWCL)Kpong-Akuse DistrictOfficeOpp. Kpong Police StationCONSUMER means a person or his/her successor whoAda District Officepurchases, receives or makes use of any service provided byPrampram District OfficeOpp. Dangbe CommunityHospital0203418744Koforidua Regio nalOfficeNear Regional DVLA Office0342-20587/21611-2Nsawam District OfficeOpp. Prince BoatengMemorial School034-2122066Oda District OfficeOld Town Public Park034-2922045purchases any service provided by the company, is dulyNkawkaw District OfficeOpposite STC Rest Stop03431-22169registered by the company and does not deliver or resell theAmanokromBehind Community03427-22110service to others.Ho Regional OfficeNear Reg. Ghana Fire ServiceHqtrs036-2028287/26516L.I. means Legislative InstrumentAflao District OfficeNear Maame Yaa Photos036-2530462METER means a device for measuring and recording theHohoe District OfficeNear District Health Office036-2722103flow or consumption of water by volume.Keta District OfficeNear Nurses Flat, Dzelukope036- 2642225the company and does not deliver or resell the service toothersCUSTOMER means a person or his/her successor who4Tema Booster StationLocation(GWCL) CUSTOMER CHARTERNear Tema Sports Stadium0303-202832/2028334 Police0303-202106Lake Side Rd. Dabla JunctionCentre02034187450303-522009(GWCL) CUSTOMER CHARTER25

20152015FAULT REPORTING CENTRESOffice24LocationGWCL Head Office28th February RoadIndependence SquareMaster Control RoomNear 37 Military HospitalTelephone Numbersestablished under the Public Utilities Regulatory0302-666781-7Commission Act 1997, (Act 538).0302-774707 (24hrs)SERVICE includes the supply of water to customers and080040000 (Toll Free Line)1700 (SMS), 0302218240Call CentreNear 37 Military HospitalATMA ProductionOff King Tackie TawiahOverpass0302-246269Accra East Regional OfficeAdjacent 37 Military Hospital0302-774011/12Accra East District OfficePalm Wine Junction0302-775061Accra Central Fault OfficeOpposite Central RailwayStation0302-665576/664566Accra North East (Madina)Near Legon ECG0302-512699Accra North District OfficeOff King Tackie TawiahOverpass0302-252378Accra West Regional OfficeBy P&T Cable & Wireless,Darkuman0302-238132/238133Accra West District OfficeNear Zongo Junction Trafficlight0302-305460Accra North West 1DistrictAdjacent ECG (Circle)0302-221231Accra North West 11DistrictBy P&T Cable & WirelessDarkuman0302-238132/238133Weija HeadworksWeija0302-912200Bortianor District OfficeBlock A11, GICEL Estates0302-850535Tema Regional OfficeNear Tema Sports Stadium030320832/3Tema Central StoresNear Ashaiman Roundabout0303-302629Tema Central WorkshopNear Ashaiman Roundabout054-6238617(GWCL) CUSTOMER CHARTERPURC means The Public Utilities Regulatory Commissionplacing at their disposal facilities for the supply of water.SERVICE PIPE (LINE) means any pipe for supplying waterfrom a main to any premises.STOP-COCK means a device fitted on a service pipeline forcontrolling or stopping at will the flow of water and service.TRUNK/TRANSMISSION MAINS means major pipelineswithin the distribution network which transmit bulk flowsfrom one point to another.URBAN means towns served by Ghana Water CompanyLimitedWATER BILL is the expression of water consumed inmonetary terms.WATER VENDOR means a person who resells waterproduced by GWCL(GWCL) CUSTOMER CHARTER5

201520151.0WHERE YOU CAN FIND USINTRODUCTIONHEAD OFFICE:28 FEBRUARY ROADNEAR INDEPENDENCE SQUARE, ACCRATEL.: 0302-666781-71.1BackgroundGWCL is the Public Utility responsible for supply of potable waterfor domestic, public, commercial, institutional, and industrial usein the urban areas in Ghana, under the supervision of the Ministryof Water Resources, Works, and Housing.THREGIONAL ADDRESSES AND TELEPHONE NUMBERSThe purpose of this Charter is to provide a clearer understanding ofwhat customers should expect from GWCL and what theirresponsibilities towards the provision of water services are.This charter, which has been reviewed by PURC, may be furtherreviewed from time to time. Any such reviews will be with the prioragreement of PURC.ACCRA EASTCENTRALASHANTISOUTHP.O.BOX 377Cape Coast.P.O .BOX KS 767Kumasi.NORTHERNP. O .BOX 1840Accra.Tel: 030-2774011PRODUCTIONP.O .BOX M194AccraP.O . BOX 5Tamale.Tel: 033-2133289 Tel: 032-2023241/3 Tel: 037 -2022083Fax : 030-2777715Te l: 030-2246269Fax: 033-2132307 Fax: 032-2026989 Fax: 037-2022171ACCRA WESTEASTERNWESTERNASHANTIPRODUCTIONUPPER EASTP.O.BOX DC 998Dansoman.P.O .BOX 406Koforidua.Tel: 034-2021611/2Fax: 034-2020415P.O.BOX 255Takoradi.Tel: 031-2022367/8Fax: 031-2023932P.O.BOX KS 767Kumasi.P.O.BOX 24Bolgatanga.Tel: 030-2303544Fax: 0 30-23237001.2VisionTo be a world class utility company delivering quality andacceptable services based on our distinctive competence and bestpractices in the water industry.ATMATel: 032-2026760 Tel: 038 -2022308Fax: 032-2026989 Fax: 038-2022059TEMAVOLTAASHANTINORTHP.O.BOX 163Tema.P.O .BOX 41Ho.Tel:030-3202832/3Fax: 0 30-3202214Tel: 036 -2026516P.O .BOX 88Sunyani.Tel: 0322020793 Tel: 035-2027187Fax: 032-2026989 Fax: 035-2027188Fax: 036-2028154P.O.BOX KS 767Kumasi.BRONG AHAFOUPPER WESTP.O.BOX 39Wa.Tel: 039 -2022020Fax: 039-20202981.3MissionWe are committed to meeting the increasing demand for betterservice delivery through efficient management of our core6(GWCL) CUSTOMER CHARTER(GWCL) CUSTOMER CHARTER23

20152015wrongful disconnection within twenty four (24) hours onreceipt of complainThe company will resolve complaints associated with meterreading errors within one (1) billing cycle depending on thetype of complaint. Vending and Pay PointsThe company will strive to operate vending and pay pointsat least within a five (5) km radius of consumers and shalloperate Monday through Saturday at least eight (8) hourseach day. Hours of SupplyThe company will comply with the scheduled rationingprogramme in areas without regular supplybusiness of production and distribution of potable water andcustomer management in urban areas of Ghana.1.4·······Core ValuesQuality and excellent customer serviceCommitment to speed and urgency in our service deliveryHigh level of integrity and honestyContinuous improvement and innovation.Health care and safety of stakeholdersHigh ethical and professional standardsCommunity and environmental care1.5Registered Officeth28 February Road, Independence SquarePost Office Box M.194, Accra, Ghana.1.6 Current MarketPresently the Company operates 86 urban water supply systemsthroughout the country. Average production in the urban areas isabout 709,090.91m3 per day but present potable water demand isestimated at about 1,131,818.18m3 daily. Urban water supplycoverage is therefore about 63%. Customer strength stands at529,709.1.7ResponsibilitiesPursuant to the Statutory Corporations (Conversion toCompanies) Act 461 of 1993 as amended by LI 1648, the thenGWSC (established in 1965 under an Act of Parliament, Act 310, as22(GWCL) CUSTOMER CHARTER(GWCL) CUSTOMER CHARTER7

20152015a legal public utility entity) was, on 1st July 1999, converted into a100% state owned limited liability, Ghana Water Company Limited,with the responsibility for urban water supply only.Responsibilities of Ghana Water Company Limited, in general,cover the following:· The planning and development of water supply systems inurban communities in the country.· The construction and operation of works in the urban areas;· Technical Services including production, transportation,treatment and delivery of piped potable water.· The provision and maintenance of acceptable levels ofservice to consumers in respect of quantity and quality ofwater supplied;· Commercial Services including issuing of bills on delivery ofpotable water and receiving of payments from customers· The conduct of research and engineering surveys relative towater and related subjects;· Submission of tariff proposals to Public Utility RegulatoryCommission for review and final approval;· The conduct of other related or incidental activities1.8Regulation of Urban Water ServicesIn 1997, the Public Utilities Regulatory Commission (PURC) wasestablished under the Public Utilities Regulatory Commission Act1997, (Act 538) and charged with the responsibility of setting tariffsand monitoring quality of service for the operation of publicutilities.8(GWCL) CUSTOMER CHARTER11.0CLIENT CONTACTThe Company will respond in writing to written complaints withinfive (5) working days on receipt of complaint.The waiting time to a customer to file a complaint or make apayment at a GWCL facility will be thirty (30) minutes.The Company will respond to a customer who requests metertesting in ten (10) working days from date of request CommunicationThe company will publish and review periodically arationing programme for areas without regular supply.The company will review and publish periodically non tariffcharges with respect to new services connection Complaint ResolutionThe Company will resolve complaints associated withbilling within one (1) billing cycle i.e. two (2) months.The company will resolve complaints associated with unreflected payment within one (1) billing cycle i.e. two (2)months.The Company will address complaints associated withwater quality within twenty four (24) hours on receipt ofcomplaint.The Company will address complaints associated with(GWCL) CUSTOMER CHARTER21

2015201510.0ENQUIRIES AND COMPLAINTS1.9Governance StructureThe Ministry of Water Resources Works and Housing is responsiblefor formulating water supply policy, overseeing activities of GWCL,soliciting funding from external support agencies andcoordinating sector investment plans.Enquiries, complaints and comments may be made orally, inwriting, or by telephone at any of our advertised regional, district,and other offices, as annexed hereto.Your Responsibilities(a)You may lodge complaints initially at the DistrictOffice of the Company. The District Manager will beresponsible for the handling of the complaint.(b)Where the complaint is not resolved to yourUnder the general direction of the Ministry, GWCL is governed by aBoard of Directors which has overall responsibility for the settingand control of corporate policies and programmes. The day-today affairs of the Company are managed by the ManagingDirector. Currently, GWCL has 15 Regional Offices which areheaded by Chief Managers. The Chief Managers are responsiblefor providing water supply services in 83 districts which are underthe supervision of District Managers.satisfaction, you may refer it to the Regional ChiefManager at the Regional Office(c)You may further address your complaints to theManaging Director at the Head Office if you are notsatisfied at the Regional level(d)At any stage, where complaints are not resolved toyour satisfaction, you may seek redress from thePURC using the PURC Complaints ProcedureRegulations, L.I 1665 of 1999.Public UtilitiesRegulatory Commission (Complaints Procedure)Regulations, 1999 (LI 1665) as a guide.20(GWCL) CUSTOMER CHARTER(GWCL) CUSTOMER CHARTER9

201520152.08.0WATER SERVICESENTRY ONTO YOUR PROPERTYWe will use our best endeavours to supply you with a reliablesupply of safe drinking water that meets or exceeds all relevantpublic health, environmental and other regulatory requirements. Ifthere is a burst or leak that affects your supply, we will use our bestendeavours to repair it and restore your supply as soon as possible.We can enter your property to read a water meter, inspect any pipes or fittingsOur Responsibilities· We will do our best to inform you if we are doing plannedworks that will interrupt your services. Where we intend toundertake planned works that will interrupt your services,we will use appropriate means to notify you at least 3 daysbefore the commencement of the works.·We will interrupt service without prior notice only to effectemergency repairs or maintenance. In such emergencies,we will use appropriate means to notify you within areasonable time of the situation, within 24 hours after theoccurrence of the emergency, and the action being taken.connected to our infrastructure, investigate suspected water theft, carry outother investigations or inspections and in the case of an emergency. Employeesand contractors who enter your property will carry photographic identification.9.0DISCONNECTION OF SERVICESWe reserve the right to disconnect your water services inaccordance with the Public Utilities Regulatory Commission(Termination of Service) Regulations 199 (LI 1651) if you have: Not paid your bills, Refused us entry to your property for meter reading andother duties Used our services illegallyYour Responsibilities· Conserve water and use it wisely10(GWCL) CUSTOMER CHARTER(GWCL) CUSTOMER CHARTER19

2015Your Responsibilities Do not tamper with the meter or any other property of theCompany Protect your meter from accident and damage as you maybe charged for the replacement of damaged and or lostmeters and fittings You should ensure that our meter reading staff have accessto the meter on the reading days and also for verification Keep your meter clear from obstruction so we can safelyaccess and read your meter. Advise us as soon as possible if your meter is damaged orleaking Pay your bill within 28 days from bill date. If your billremains unpaid after the due date, we have the right todisconnect your water services and commence our debtrecovery process.Disconnection will be done inaccordance with the Public Utilities Regulatory Commission(Termination of Service) Regulations 1999 (LI 1651) Let us know as soon as possible if you find a mistake withyour bill Inform us about any change in your address or customername18(GWCL) CUSTOMER CHARTER2015·If you experience a significant change in your water flow,quality, or pressure, you should contact us.·Refrain from use of in-line boosters pumps: it is illegal.·Do not undertake illegal water connection or water meterby-passes.·Do not use the water for any other purposes other thanwhat you have been registered to use it for. For example asa domestic customer, do not use the water for commercialor industrial purposes without our consent.·In case you wish to change your category of consumption,kindly notify us for our consent.(GWCL) CUSTOMER CHARTER11

201520153.0LEAKAGESOur ResponsibilitiesWe will endeavour to repair leakages or bursts to pipelines fromtime of reporting or identification within the following periods:· Service lines before customer meters, within twenty four(24) hours.· Distribution lines of 2” – 6” diameter within 24 hours.· Minor pipe leakages on transmission lines of 8” – 16”diameter within twenty four (24) hours.· Major leakages on transmission lines of 8” – 16” diameterwithin forty eight (48) hours.· Minor leakages on transmission lines greater than 16”diameter within forty eight (48) hours.· Major leakages on transmission lines greater than 16”diameter within seventy two (72) hours.Your Responsibilities· You should repair all faults and leakages within yourpremises. The Company shall not be responsible for thecosts resulting from any leakage within the premises of acustomer, unless the leakage occurs as a result of a faulty orimproperly installed meter. In that case, the leakage will berepaired within three (3) working days of the Companybeing informed.· The general public may call toll-free leak line (tel. no.080040000) (SMS no. 1700) to report external leakages.12(GWCL) CUSTOMER CHARTERrecorded and for which a bill is being raised(ii)Billing date – the date of issuance of a bill(iii)Previous and current readings for a billing month(iv)Date on which payment is due(v)Last payment date(vi)Amount due or payable(vii) The name and address of Account(viii) Category of service (whether for domestic,commercial or industrial use)(ix)Customer number(x)Meter number and type(xi)Number to call for enquiries We will provide the following information on receipts forpurchase of water on pre-payment meters:(i)Customer number(ii)Meter number and type(iii)The name and address of account(iv)Category of service (whether for domestic,commercial or industrial use)(v)Date of payment(vi)Number to call for enquiries We will repair or replace a defective meter at no cost to theconsumer within two months of notification of the fault.However, where the defect is directly or indirectlyattributable to the customer there will be a charge for therepair or replacement.(GWCL) CUSTOMER CHARTER17

201520157.04.0METERING AND BILLING SERVICESUPPLY TO BLOCK OF FLATSWe will install a water meter (credit or prepaid) on your property tomeasure the quantity of water we supply to you. The water meterwill remain the property of GWCL. We will undertake periodicrepairs and servicing of the meter.We require separate supply pipes to individual flats in a block offlats to enable us provide separate meters and billing for each flat.We may reject an application to connect any new block of flatswhich has not been connected with separate supply pipelines toSometimes we have to estimate your water use if we cannot accessyour meter, your meter malfunctions, is damaged, or if you areunmetered. If this happens, we will base our estimated charge onhistorical water use at your property, or average use by a similarcustomer.Our Responsibilities We will read your credit meter once a month. We will correct meter-reading errors within 2 months fromthe date of notification or detection of the errors. We will issue you with monthly bills for water use. If weunder or overcharge you and we discover the mistake, wewill contact you as soon as possible. You may also contactus if you detect such errors. We will provide, among others the following detailedinformation on the bill:(i)Billing month – the period when consumption was16(GWCL) CUSTOMER CHARTERindividual flats.Occupants of a block of flats may nominate a block representativeto deal with the company on their behalf.An occupant in a flat in a block of flats or compound house maysubmit a request for separation of water supply and meter. In suchcases the cost of separation shall be borne by the applicant. Wewill install a separate meter in a compound house or a block of flatsprovided that all outstanding arrears have been settled, or theapplicant's share of the block bill has been settled with theagreement of the other tenants.(GWCL) CUSTOMER CHARTER13

201520155.0WATER PRESSURE, FLOW RATES AND WATERQUALITYBefore the commencement of development of any property, thecustomer should contact the nearest GWCL office for advice on theexpected water pressure and flow rates to the property and obtainGWCL's written consent or no objection.The quality of potable water is controlled by standards, whichinclude the requirements of the Ghana Drinking Water Standards.There are recommended concentrations or values for each ofthese substances and parameters. We commit to supply waterthat complies with these standards, and will regularly sample andtest water from our distribution systems.Any consumer who becomes dissatisfied with the quality ofdrinking water may forward a complaint to the Regional or DistrictManager who shall cause investigations to be conducted andsamples taken for testing.14(GWCL) CUSTOMER CHARTER6.0NEW SERVICE CONNECTIONSApplications for a water service are assessed on the basis of arange of issues including but not limited to the proximity to a watermain, capacity of the system, and any constraints on theinstallation. Detailed procedures have been given in the NewService Connection Procedure Document, which is attached asAppendix .We will respond to an application for new service connectionwithin the following periods:(i) Inspection in five (5) working days from date of request(ii) Estimation in five (5) working days from date of inspection.(iii) Connection with meter installation in ten (10) working daysfrom date of payment.(GWCL) CUSTOMER CHARTER15

CUSTOMER CHARTER GWCL 2015. CUSTOMER CHARTER GWCL (GWCL) CUSTOMER CHARTER . Office Location Telephone Numbers Kpandu District Office Near Ghana Prisons Service 036-2350509 Sogakope District Office Opp. . business of production and distribution of potable water and