Water and Sanitation Agency Rawalpindi

Complaint/Grievance Redress

Mechanism

Total water Consumer 106251 Nos.

Domestic water Consumer 97666 Nos.

Commercial water Consumer 8579 Nos.

Bulk water Consumer 06 Nos.

Total Sewerage Consumer 35115 Nos.

Domestic sewerage Consumer 31854 Nos.

Commercial sewerage Consumer 3261 Nos.

UTILITY PROFILE

Telephone.

Letter.

Email.

Complaint offices.

Personally attended MD or DMD office.

Chief Minister Complaint Cell.

Chief Secretary Complaint Cell.

Commissioner Office Complaint Cell.

Means by which customers can make a

complaint

The concept of

WASA Rawalpindi

WASA RWP

A single window request logging and

follow-up system to provide greater

care to the residents of Rawalpindi

City.

Available 24 hrs a day and 7 days a

week.

WASA Regional Offices

WASA - RWP

Head Quarter

Shamsabad

Sadiqabad

Gulzar-e-Quaid

Water District 1

Satellite Town

Water District 2

Khayaban-e-

Sirsyed

Pirwadhai

Liaquat Bagh

Compliant Center

White Tanki

Moti Mahal

IP/PSTN

Network

COMPLAINT MANAGEMENT SYSTEM

(1334)

Sewerage

Complaints

Billing Complaints

Staff Complaints

Any other.

Sewer Sucking

Machine

Sewer Jetting

Machine

Water Bouser Water Complaints

Multiple contact points merged into one…

1334

1. Single phone no (1334) for the customer to log any complaint – 24 X 7 service.

2. Efficient follow up system for the customers to know the status of their requests.

3. Efficient tracking of the customer feedback for continuous improvement of the services.

4. Improvement in response time.

Apparent customer needs fulfilled…

Water & Sewerage Complaints

Category wise report

Category wise report

Complaint office wise Report

Customer feedback: A proactive approach

Madam/ Sir, are

you satisfied with

the work

completed in

your house?

Yes,

thank-you

No, I am

not

We will

investigate

sir

Could you please check

why this customer is not

satisfied?

The problem recurred,

we have now rectified

Daily 10 randomly selected customers receive a call!

Monitoring report

Monitoring report

INTRODUCTION OF SMS SERVICE IN RWASA

Dovetail into existing CRM System

Three step process for redressal of compliant ;

• Establishment of Group based on Complaint offices that’s include concerned Assistant Director, sub engineer, supervisor, inspector, pipe fitter etc.

• Complaints received on 1334 helpline immediately forwarded to the concerned field staff on their cell phones.

• After redressal of complaints, acknowledgment from field staff and complainant obtained.

CREATION OF GROUPS BASED ON COMPLAINT OFFICES

WASA - RWP

Head Quarter

Shamsabad

Sadiqabad

Gulzar-e-Quaid

Water District 1

Satellite Town

Water District 2

Khayaban-e-Sirsyed

Pirwadhai

Liaquat Bagh

Compliant Center

White Tanki

Moti Mahal

03 Groups

04 Groups

Total Groups created 30 Nos.

Complaints related groups 22 Nos.

Consumer groups 08 Nos.

summary

Campaign ;

• Contacts collected from MIS Database

• Water conservation and dengue awareness messages were forwarded to these consumers.

• View point about WASA service delivery.

INTRODUCTION OF SMS SERVICE IN RWASA

POLL

• Substantial reduction in time.

• Instant job allocation.

• Efficient job compliance.

• Reduction of the service center’s overhead.

• Strengthening of the weak links.

• Monitoring of Service delivery performance of

each zone based on customers feedback.

Benefits achieved

FUTURE PLAN

• Collection of consumer cell numbers.

• Consumer feedback on water and sewerage related issues

• Information on bill issuance and submission dates will be shared.

• Reminders to the defaulter to submit their arrears.

• Dengue Awareness Campaign.

• Water supply timing and projects updates will be shared.

Thanks