In order to improve our focus on consumers of Chennai City we have formulated a set of service standards, which we are committed to fulfill.

OUR COMMITMENTS ENSURING GOOD QUALITY WATER

We will supply to the citizen of Chennai City with drinking water to the standard determined by the CPHEEO. To ensure compliance we will continuously monitor and assess the quality of drinking water supplied to the Chennai City.

PLANNING FOR OUR FUTURE WATER NEEDS

We will continue to identify new water source requirements associated with likely future growth. We will plan carefully to ensure our infrastructures and systems are developed to cater for this projected growth.

A RELIABLE WATER SUPPLY Given the present infrastructure and the quantity of water available it will be our endeavour to  maintain a daily water supply to the maximum extent possible.  Wherever the pipe network is absent in Chennai City we shall supply good quality drinking water by tankers.
	PROVIDING NEW SERVICES In Chennai City Wherever a water main and wastewater main is available, we will provide a connection to your home within 30 days after registration of your application. We will be unable to provide a connection where water or wastewater mains are not available.
RESPONSIBLE COLLECTION, TREATMENT AND DISPOSAL OF WASTEWATER We are committed to environmentally sound practices in the collection, treatment and disposal of wastewater. We will operate all  wastewater treatment plants according to conditions set by the Tamil Nadu Pollution Control Board and are consistent with National Standards

• We will be on call 24 hours, 7 days a week and have a decision-maker available to respond to service emergencies at 28454040    (3 lines)
• We will be on site to undertake repairs as soon as possible, not later than 6 hours of a reported significant water service fault or a sewer overflow on your property. 
• We will make every effort to limit an interruption not to exceed 6 hours. 
• We will provide drinking water on request if an interruption exceeds 6 hours. 
• When we have a need to undertake planned service interruptions we will provide at least 24 hours’ notice to our domestic customers and at least 7 days’ notice to our industrial customers through newspapers. 

• We will be available to assist our customers account enquiries on weekdays between
  10.00 a.m. and 5.00 p.m. at our Head Office as well as Area offices.

• We will reply to all written customer enquiries within 10 working days. 
• We will endeavour to answer all telephone calls to our Three Customer Service numbers 
  within 90 seconds and to answer the majority of these calls within 30  seconds.

We aim to resolve complaints relating to billing and collection, missing manhole doors, unfilled tanks, street sewer blocks, leaks in public fountains, problem of water quality etc. as quickly  as possible and within 7 days. For complex issues, we will maintain a free and accessible dispute resolution process.

REPORTING ON PERFORMANCE

We will monitor our service standard against the Customer Charter and report on performance in the Annual Reports.

This Citizens Charter applies from 1st July 1998 and will be reviewed periodically.