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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
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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
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Applications |
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 |
| 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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