WSDP: MODULE 2 TOPIC 12: SOCIAL AND CUSTOMER SERVICE REQUIREMENTS 12. Social and Customer Services Requirements 12.1 Resources The CoCT is committed to maintaining the high level of service it currently provides. The service levels are reported annually within the WSDP. The blue drop and green drop status’s that have been achieved forms evidence to the CoCT’s high level of service. The challenge that exists within the future is the growth of the City and diminishing of its resources. The latter makes it increasingly difficult to maintain and improve the service level. To make this commitment tangible the CoCT W&S Department has: Drafted a Customer Services Charter Conducts annual customer complaints surveys Setup a 24 hr. customer complaints call centre. This call centre is the first of its kind in the country to be ISO accredited. 12.2 Quality of service for water Water supplied by water service providers to be used as drinking water or domestic purposes must be quality tested and achieve SANS 241 quality standard. The SFWS indicator of quality of supply of drinking water covers: The water quality relates to the proportion of household who do not receive water of adequate quality. The continuity of the supply relates to the proportion of households who do not receive adequate continuity of water supply. In the CoCT all households receive water of adequate water quality. In informal settlements water supply is within 200 m at a concentration of one tap for every 25 households. Restricted flows are only introduced in cases of none payment or when demand management devices are installed with agreement from customers. The CoCT is committed to continuing to supply this high level of service. To do this adequately, the city keeps customer complaint records for customers receiving an interrupted service and low flow rates. 3.84 12.3 The Number of Consumers Targeted for Water & Sanitation Education Customer education, communication and liaison are accepted as key ways of engaging customers and are being afforded a high priority in the new structure of Water and Sanitation Services. Water conservation, water pollution, basic sanitation, hygiene and health, water ingress and payment habits, are all being addressed comprehensively. There is a complex media strategy in place for each of these items and some cases targeted pilot interventions to raise awareness were consistent problems occur. Examples of these pilots that require intensive public engagement are: Foreign objects in sewer pipes The new backyarder policy Upgrade of informal settlements The introduction of demand management devices and the writing off of arrears The public participation of in the development of the IDP, its strategic focus areas and all departmental service development plans. These are currently done together in a centrally coordinated way The education strategy often targets social institutions and public events to get to as many people as possible. These institutions are schools, clinics, shopping centres There is a likely wood that in future W&S Service Development Plan will require public engagement independently of other public participation initiatives. 12.4 Attending to Customer Complaints At the moment there is a 24hr call centre to deal with customer complaints on water and sewer services which is recorded tracked and reported and audited regularly. The CoCT is committed to dealing with all water burst and sanitation blockages within 24 hrs. 3.85 12.5 Attending Complaints of Discharge from Waste Water Treatment Works At the moment the CoCT has at least four waste water treatment plants that are under capacity and an additional three under pressure. This has resulted in a number of complaints from the public about odour and quality of the effluent discharge. The CoCT has put measures in place which aim to divert in some cases and block new developments that could aggravate problems of capacity. Due to the use of live bacteria for waste water treatment there is often a time lag between a problem reported and an intervention impact being seen. These complaints are documented and audited regularly. This record is also required to follow-up poisoning of WWTW by industrial effluent and used as evidence to fine the offenders. 12.6 Attending Complaints for Sanitation: Pit and Tank Pumping In the CoCT there are very few areas affected by night soil collection or Septic/conservancy Tanks. Conservancy tanks occur mainly in the Philippi Water Cultural Area which also has a high water table. This leads to problems of flooding tanks. The city is intending to formally service these sites which will also reduce the threat to the pollution of ground water. Complaints due to flooding tanks or delays in tank pumping is recorded and audited. 3.86