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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

Feedback Mechanism
Response Time
Customer Service Feedback Form 5 working days
Email 5 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 and flood.

Part III : Service Quality Indicators

Response Time
Processing of Notification of Water Service Work 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

Click here to view service standards regarding Building Plan submission process.

Last updated on 25 Apr 2016