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PUB > About Us > Service Commitments
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   Service Commitments

PUB Customer Service Philosophy

PUB is a customer-focused water agency who believes in caring for our customers. Our customer-centric culture is illustrated through our C.A.R.E model.


C.A.R.E Model

The ‘Call, Action, Response, Evaluate’ model known as ‘C.A.R.E’ in short illustrates the cycle of interaction between PUB and its customers.



PUB Key Performance Indicators

Part I : General Feedback

Feedack Mechanism Response Time
Customer Service Feedback Form 5 working days
Quality Service Helpline Immediate
Email 3 working days
Mail and Fax 5 working days

Part II : Feedback via PUB 24 Hours Call Centre

PUB will respond within two hours to feedback on water leakage, poor pressure, sewer chokes, choked or damaged drain, and flood.


Part III : Service Quality Indicators

Applications Response Time
Processing licensed plumber application for water supply 12 working days
Completing new water connections after receiving approval for road opening and upon availability of site for laying of connection 6 working days
Turning on water supply after completion of piping works 1 working day
Processing Drainage Development Control Plans 12 working days
Processing architect's application for Drainage Interpretation Plans 7 working days
Processing of Certificate of Statutory Completion 7 working days
 
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