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Enhancing IWK Service Quality To Meet Clients' Expectation
By Jenny Lanong
KUALA LUMPUR (Bernama) -- Malaysia is among the developing countries that has a modern and efficient sewerage system.
Indah Water Konsortium (IWK), a wholly owned company of the Minister of Finance Incorporated, provides sewerage services to more than 19 million consumers in Malaysia.
The company is responsible for the management and maintenance of more than 5,000 sewage sludge treatment plants comprising of a network of some 13,000 kilometres of underground sewerage pipelines.
CRUCIAL SERVICES
The sewerage services provided by IWK are crucial for the protection of public health, water sources and the environment.
The company ensures that raw sewage from public and private premises are channelled to the sewage treatment plants where sewage sludge is treated and stabilised prior to being released as treated wastewater into the river system.
Acording to IWK’s Head of Communications Department, Amin Lin Abdullah, in their effort to maintain a clean environment, the company also provides ancillary services like clearing blockages in sewage pipelines, maintenance and repairs of equipment and machinery and the rehabilitation as well as refurbishment of infrastructure at sewage treatment plants.
In addition, IWK also provided biennial desludging services to government premises that has individual septic tanks.
With effect from January 1, 2008, the company no longer provides scheduled desludging services for individual septic tanks at domestic, commercial or industrial premises. However, consumers may apply to IWK or any licensed private contractor to request for desludging services for their septic tanks.
“Desludging involves using a high-powered vacuum and high-pressure water hose to suck up accumulated sludge from the septic tank and delivering it to a sewage treatment plant to be treated and stabilised. The treated by-product is then applied as top soil cover for dumpsites authorised by the Department of Environment (JAS) and State Governments,” Amin Lin told Bernama recently.
SERVICE ENHANCEMENT EFFORT
Backed by 14 years experience in waste treatment management, IWK is highly committed at providing its clients with the latest and best method for treating human waste, in order to maintain a clean environment.
“Towards this end, we have since 1999, practise the culture of trouble shooting and problem solving to immediately identify and resolve problems relating to sewerage,” Amin Lin said.
Nevertheless, the company is constantly looking for ways to further enhance and improve our services for the benefit of our customers, Amin Lin added.
“To date, IWK has managed to solve 99 percent of the complaints reported to us within 12 to 14 hours of their lodgement.
“The delay in solving the remaining one percent was due to circumstances beyond our control such as inclement weather conditions, securing third-party approval and other environmental factors,” he explained.
In addition, IWK has endeavoured to simplify its problem-solving policy so as to meet deadlines stipulated in its Level of Service guidelines.
For example, every report involving the loss of a manhole cover, which could jeopardise public safety, must be resolved within 12 hours of lodgement.
The same also holds true for incidences such as the breakdown of mechanical equipment at sewage treatment plants, blockages in underground sewage pipelines, requests for desludging service for individual septic tanks, among others; which are potentially hazardous to public health and could pollute the environment if not done properly.
According to Amin Lin, based on the degree of seriousness, specific deadlines have been set to solve customers’ complaints received by the company. These deadlines range from 12 to 48 hours, according to the nature of complaint received.
IWK places the utmost importance towards enhancing its performance.
“We aspire to maintain public confidence in the quality of our services at all times,” he added.
In tandem with this objective, IWK has established a Technical Training Centre in Bukit Jalil, to provide the necessary training to improve the
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