Uprooting illegal connections and formalizing unbilled accounts :: The Board will soon embark on uprooting illegal connections and encourages the customers that are not getting bills to come forward and formalize their connections. The Board also encourages people to report the illegal connections and get rewards upon confirmation of such. November 30, 2020      

Service Level Standards


Blantyre Water Board commits to attain the following service level standards :-
SERVICE RENDERED TIME LINE
Working Hours
Head Office and Zones 07:30 - 12:00; 13:00 - 16:30 (Week Days)
Customer Service 07:30 - 16:30 (Week Days)
08:00 - 12:00 (Saturdays)
Post-paid Cashiering Service 07:30 - 16:00 (Weekdays)
08:00 - 12:00 (Saturdays)
Prepaid Cashiering Service
All Centers

07:30 - 16:00 (Week Days)
Chichiri, Limbe, Blantyre 08:00 - 12:00 (Saturdays)
Soche Only 08:00 - 14:00 (Saturdays)
Soche Only 08:00 - 13:00
Water Supply
Supply of Water 24 hours every day
Communication of Water Supply Interruption
Planned Water Interruption At least 48 hours prior to the commencement of the planned work
Emergency supply interruption Customers will be notified if the emergency fault will take longer than 6 hours to rectify
Pipe Maintenance
Attend to all burst pipes Within 30 minutes after receiving the report
Maintain all major bursts Within 6 hours after receiving the report
Maintain all minor bursts Within 48 hours after receiving the report
Replace reported faulty meters Within 7 days after receiving the report
New Water Connection
Physical assessment of all new water connection applications Within 7 days after receiving the application
Provide quotation or feedback of the new application Within 7 days from the date of assessment
Provide new water connection Within 28 days from the date of payment
Bill Delivery
Distribute bills to all post-paid customers Every 23rd day of the month
Post bills on BWB website By 18th day of the month
Start billing new customer Within 45 days after the installation of the new water connection
Disconnection / Reconnection of Water Supply
Disconnect all overdue accounts Overdue accounts of 30 days and above
Reconnection of disconnected accounts Within 72 hours upon receipt of FULL payment plus RECONNECTION FEES
Resolution of Complaints and Queries
Resolve all water related complaints Within 7 days after receiving the complaint/query
Provide feedback Soon after resolving the complaint/query
Attend to customers at customer service centers within 10 minutes