OBJECTIVE

Ensuring water and sanitation services billed, revenue is collected, as well as providing and maintaining appropriate customer services.

FUNCTIONS

Ensuring appropriate billing of water and wastewater services

Ensuring timely follow up of customers' debts and that they are collected and settled promptly

Ensuring the customers are served as per agreed customer service charter

Marketing of water and wastewater services

Preparation and implementation of short and long term business strategies

Preparation of credit control policy

LIST OF SECTIONS

Sales

Credit Control

Customer Service

FUNCTIONS OF SALES SECTION

Proper meter reading

Validation of meter reading data

Maintaining and amending customer information

Processing of bills and distribution

Bill adjustment after a thorough analysis and obtaining an approval fromthe appropriate authority

Maintaining, reconciling and updating customer sales ledger

FUNCTIONS OF CREDIT CONTROL

Maintaining of trade debtors ledgers

Collection of water and wastewater debts

Developing and implementing strategies for effective debts collections such as disconnection, reminders, issuing disconnection notice, etc

Management of installment payments

Analysis of debts and provision for bad debts as per Credit Policy

FUNCTIONS OF CUSTOMER SERVICE

Receiving customer complaints/inquiries/comments, and channeling them
to the appropriate section and make follow up to ensure timely settlement
to the satisfaction of the customer

Marketing of water and wastewater services

Sensitization of customers for timely payments, appropriate use of water
and wastewater services and protection of water and wastewater infrastructure

To ensure proper implementation of Customer Service Charter

Conducting research to identify urban poor for free water service and
ensure proper provision of the service