Administrative and Financial Affairs Sector
Commercial Services Directorate
Managing the subscriber register, billing and collection; receiving and following up subscriber complaints; and running consumption-awareness campaigns.
Objectives
What this directorate works to achieve within the utility plan.
Service close to the subscriber
Clear channels through which subscribers reach the service.
Fair collection
Billing that reflects actual metered consumption.
An accurate register
Up-to-date subscription data underpinning service and billing.
Complaint resolution
Following each complaint through to closure, not merely to registration.
Duties and responsibilities
The main roles carried out by the directorate.
- Managing the subscriber register and subscription data.
- Issuing invoices and following up collection.
- Receiving subscriber complaints and pursuing them to closure.
- Running campaigns on rationalising water consumption.
- Processing new subscription requests and service connections.
- Periodic analysis of consumption and collection data.
Units and sections
Organisational units within the directorate.
Customer services section
Receiving requests and serving subscribers.
Distribution and outreach section
Field distribution and awareness campaigns.
Complaints follow-up unit
Logging complaints and tracking their resolution.
Related services
Services the directorate provides to the public and partners.