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 |