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Improving IWK's Services
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MEN AT WORK… Indah Water Konsortium (IWK) employees are seen at work in upgrading a sewerage system. |
KUALA LUMPUR, March 4 (Bernama) -- The effort to combine the sewerage services bill and the water bill in all states is among the steps taken by Indah Water Konsortium (IWK) to streamline efforts to maintain water resources.
The announcement by the Energy, Water and Communication Minister recently that the public would only receive a single bill is most welcomed by IWK.
IWK's Communication Department Head Amin Lin Abdullah felt it is an important step towards better customer service quality and protecting the nation's water resources.
As at December 2007, IWK had managed to collect 85 percent of the dues compared to 80 percent in the previous year.
Amin Lin stated that before legal action is taken against defiant defaulters, IWK prints reminders on the monthly bill for the ensuing three months.
"This will be followed up by a visit by the debt collecting agents after the letter of demand has been issued against errant consumers," he said.
Apart from that, IWK also implements continuous awareness programmes in the form of write-ups in newspapers and television advertisements and newsletters. It also gets to the ground with programmes like "A Day With the Customers".
Better Communication Channel
Amin Lin noted that to open communication channels with the customers, IWK provides various communication mode like telephone lines, short messaging service (SMS), mail correspondence and e-mail.
He said a new telephone system has been implemented at several of its main offices to ensure efficient handling of enquiries.
"We receive about 1,400 telephone calls per day and take about 10 seconds to respond to each of them," he revealed.
The SMS service (36399), introduced in July 2005, enables customers to communicate with IWK regarding sewerage services bill.
On the average, 480 SMS are received every month and throughout last year more than 27,000 inquiries and complaints were received through regular mail and e-mail with all being settled within five working days.
Programme To Improve Sewerage Services
Amin Lin explained that the programme to improve and upgrade the old sewer pipe networks costing nearly RM500 million is being implemented since 2001 and this has helped to reduce the number of customers complaints.
"Frequent visit to the oxidation ponds also helped to minimise equipment downtime which in turn reduced service disruptions.
"More frequent maintenance of sewer pipe networks in main commercial centres has helped overcome overflowing manholes.
"Through continuous improvements, IWK is determined in reducing the number of complaints and provide more efficient services to the customers," he said.
On complaints regarding clogged sewer pipes, he noted that 97 percent of the complaints are settled within 48 hours.
Furthermore, 99 percent of grouses on overflowing manholes and missing manhole covers are settled within 24 hours and 12 hours respectively.
New Treatment Ponds
Amin Lin explained that a total of RM19 million has been invested in building new laboratories, upgrading sewerage systems and also implementing call centre systems.
"The sewage treatment plant in Puchong and Bandar Tun Razak here have been upgraded recently providing sewerage treatment services to more than 400,000 consumers and is expected to be fully operational by the year end," he said.
At present, IWK provides services to about 17 million consumers and maintains 9,300 public treatment ponds and 17,000 km of sewer pipe networks all over the nation.
Caring For The Sewerage System
IWK will continue with the services to ensure the public sewerage system functions efficiently and remain properly maintained.
Thus, consumers must cooperate to maintain their sewerage systems. They are reminded not to discard rubbish and solid waste down the kitchen sink, toilet or the sewerage system.
Solid waste damages the equipment in
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