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Customer Charter GWCL CUSTOMER CHARTER For further enquiries contact: Ghana Water Company Limited P. O. Box M. 194 Tel: 233 – 0302 666781-7 Fax: 233 - 0302 663552 E-mail: [email protected] Website:www.gwcl.com.gh 2015 2015 2015 GWCL CUSTOMER CHARTER 28 (GWCL) CUSTOMER CHARTER (GWCL) CUSTOMER CHARTER 1 2015 2015 Office Location Telephone Numbers Near licensing Office Kumasi East District Office 03220-25112 Table Of CONTENTS (Aboabo) Kumasi West District Near Parks & Gardens (South 0322 0-238 49 Office Junction) Page Kumasi North West Near CMB Building, Abuakwa 03220-50486/50543 DEFINITIONS………………................................................………… 4 District Kumasi South District Near Guinness Bottling, Kaase 03220-26793 1.0 INTRODUCTION………………….........................................… 6 Office 1.1 Background………………..............................................… 6 Drilling Unit, Kumasi Inside GWCL Regional Office 03220-22580 1.2 Vision……………………...................................................... 6 1.3 Mission…..........................................................………….... 6 1.4 Core Values………………..............................................…. 7 1.5 Registered Office………………....................................… 7 1.6 Current Market…………...............................................… 7 1.7 Responsibilities…………...............................................… 7 1.8 Regulation………….........................................................… 8 1.9 Governance Structure …….........................................… 9 2.0 WATER SERVICES……..........................................……………… 10 · Our Responsibilities…….........................................………… 10 · Your Responsibilities….......................................………….… 10 3.0 LEAKAGES………..................................................……….......…… 12 · Our Responsibilities…….........................................……….… 12 · Your Responsibilities…….......................................……….… 12 4.0 SUPPLY TO BLOCK OF FLATS….........................…………..... 13 5.0 WATER PRESSURE, FLOW RATES & WATER QUALITY... 14 6.0 NEW CONNECTIONS………………...................................…… 15 2 (GWCL) CUSTOMER CHARTER (GWCL) CUSTOMER CHARTER 27 2015 2015 7.0 METERING AND BILLING SERVICES……..............……… 16 Office Location Telephone Numbers · Our Responsibilities……………...............................……… 16 Kpandu District Office Near Ghana Prisons Service 036-2350509 · Your Responsibilities…………..............................………… 18 Opp. District Magistrate Sogakope District Office 036-2091083 Court 8.0 ENTRY ONTO YOUR PROPERTY……..............…………… 19 Cape Coast Regional Opp. Regional Police 033-2133289/2133209 Office Headquarters 9.0 DISCONNECTION OF SERVICES………..............………… 19 Cape Co ast District Office Near Cape Coast Castle 033-2132963/2132436 10.0 ENQUIRIES AND COMPLAINTS………............………… 20 · Your Responsibilities..……………..............................…… Winneb a Distric t Office Near Radio Peace 033-2322088/2322073 20 11.0 CLIENT CONTACT………………...................................…… 21 Swedru Distric t Office Near COCO BOD Offic e 033-2020374 · Communication……………….......................................…… 21 Within KEEA District Elmina District Office 033-2140029 Coordination Council · Complaint Resolution………............................…………… 21 Opp. District Coordination Dunkwa District Office 033-2228254/28678 Council · Vending & Pay Points…………............................………… 22 Takoradi Regional Office Adjacent STC Terminal 031-2022210 · Hours of Supply………………...................................……… 22 Takoradi District Office Near Takoradi Workers' College 031-2030318/2030319 WHERE YOU CAN FIND US……….........................…………… 23 Near Regional Coordinating Sekondi District Office 031 -2047346/2046523 Council Near University of Mines and Tarkwa District Office 031-2320898 Tec h. Axim District Office Axim Town Centre 031-2123 350 Ashanti North Suame Rounda bout 0322020793 Ashanti South Near Kumasi STC Yard, Adum 03220-23241-3/36399 Ashanti Production Near Kumasi STC Yard, Adum 032-2026760 Control Tower (Fault Suame Roundabout 03220-20794/20793 Offic e) Kumasi North District Opp. Sua me Police Station 03220-20793 Office Kumasi Central District Near KMA 03220-23241- 3 Office 26 (GWCL) CUSTOMER CHARTER (GWCL) CUSTOMER CHARTER 3 2015 2015 Office Location Telephone Numbers GHANA WATER COMPANY LIMITED Tema Booster Station Near Ashaiman Roundabout 0303-306580/302663 (GWCL) CUSTOMER CHARTER Tema Main Yard 0303-202106/202214 Near Tema Sports stadium Near Tema Spor ts Stad ium DEFINITIONS Tema West District Office 0303-202832/202 833 Near Community 4 Police DEFINITIONS Tema Central District Office Station 0303-202106 In this Charter, unless the context otherwise requires: Tema Indu strial Ar ea Within GWCL R egional Yard 0303-202832/202833 Within Tema Central ADJUSTMENT of a bill means the correction or Ashaiman District Office 0303-306845/307368 Workshop amendment of level of consumption or charges. Kpong Headworks Kpong 0244454375 Kpong-Akuse District Opp. Kpong Police Station COMPANY means Ghana Water Company Ltd (GWCL) 0203418745 Office Lake Side Rd. Dabla Junction CONSUMER means a person or his/her successor who Ada Distric t Office 0303-522009 Opp. Dangbe Community Prampram District Office 020341874 4 purchases, receives or makes use of any service provided by Hospital the company and does not deliver or resell the service to Koforid ua Regio nalOf fice Near Regional DVLA Office 0342-20587/21611-2 others Opp. Prince Bo ateng Nsawam Distric t Offic e 034-2122066 Memorial School CUSTOMER means a person or his/her successor who Oda District Office Old Tow n Public Park 034-2922045 purchases any service provided by the company, is duly Nkawkaw Distric t Office Opposi te STC Rest Stop 03431-221 69 registered by the company and does not deliver or resell the Amanokrom Behind Community Centre 03427-22110 Near Reg. Ghana Fire Service service to others. Ho Regional Office 036-2028287/26516 Hqtrs L.I. means Legislative Instrument Aflao District Office Near Maame Yaa Photos 036-2530462 METER means a device for measuring and recording the Hohoe District Office Near District Health Office 036-2722103 flow or consumption of water by volume. Keta District Offic e Near Nurses Flat, Dzelukope 036- 264222 5 4 (GWCL) CUSTOMER CHARTER (GWCL) CUSTOMER CHARTER 25 2015 2015 PURC means The Public Utilities Regulatory Commission FAULT REPORTING CENTRES Office Location Telephone Numbers established under the Public Utilities Regulatory 28th February Road 0302 -666781-7 GWCL Head Office Commission Act 1997, (Act 538). Independenc e Square 0302-774707 (24hrs) SERVICE includes the supply of water to customers and Master Contr ol Room Near 37 Militar y Hospi tal 080040000 (T oll Free Line) placing at their disposal facilities for the supply of water. Call Centr e Near 37 Militar y Hospi tal 1700 (SM S), 0302218240 SERVICE PIPE (LINE) means any pipe for supplying water Off King Tackie Tawiah ATMA Production 0302-246269 from a main to any premises. Overpass STOP-COCK means a device fitted on a service pipeline for Accra East Regional Office Adjacent 37 Military Hospital 0302-774011/12 controlling or stopping at will the flow of water and service. Accra East District Office Palm Wine Junction 0302-775061 TRUNK/TRANSMISSION MAINS means major pipelines Opposite Central Railway Accra Central Fault Office 0302-665576/664566 Statio n within the distribution network which transmit bulk flows from one point to another. Accra North East (Madina) Near Legon ECG 0302-512699 URBAN means towns served by Ghana Water Company Off King Tackie Tawiah Accra North District Office 0302-252378 Overpass Limited By P&T Cable & Wireless, Accra West Regional Office 0302-238132/238133 Darkuman WATER BILL is the expression of water consumed in Near Zongo Junction Traffic Accra West District Office 0302-305460 monetary terms. light Accra North West 1 WATER VENDOR means a person who resells water Adjacent ECG (Circle) 0302-221231 District produced by GWCL Accra North West 11 By P&T Cable & Wireless 0302 -238132/ 238133 District Darkuman Weija Headworks Weija 0302-912200 Bortianor District Office Block A11, GICEL Estates 0302-850535 Tema Regional Office Near Tema Sports Stadium 030320832/3 Tema Central Stores Near Ashaiman Roundabout 0303-302629 Tema Central Workshop Near Ashaiman Roundabout 054-6238617 24 (GWCL) CUSTOMER CHARTER (GWCL) CUSTOMER CHARTER 5 2015 2015 1.0 WHERE YOU CAN FIND US INTRODUCTION 1.1 Background HEAD OFFICE: TH GWCL is the Public Utility responsible for supply of potable water 28 FEBRUARY ROAD for domestic, public, commercial, institutional, and industrial use NEAR INDEPENDENCE SQUARE, ACCRA in the urban areas in Ghana, under the supervision of the Ministry TEL.: 0302-666781-7 of Water Resources, Works, and Housing. REGIONAL ADDRESSES AND TELEPHONE NUMBERS The purpose of this Charter is to provide a clearer understanding of ACCRA EAST ATMA CENTR AL ASHANTI NORTHERN what customers should expect from GWCL and what their SOUTH P. O .BOX 18 40 PRODUCTION P.O.BOX 377 P.O . BOX 5 P.O .BOX KS 767 responsibilities towards the provision of water services are. Accra. P.O . BOX M194 Cape Coast. Kumasi. Tamale. Tel: 030-2774011 Accra Tel: 033-2133289 Tel:032-2023241/3 Tel: 037-2022083 Fax : 0 30-2777715 Tel: 030-2246269 Fax: 033-2132307 Fax: 032-2026989 Fax: 037-2022171 This charter, which has been reviewed by PURC, may be further ACCRA WEST EASTERN WESTERN ASHANTI UPPER EAST PRO DUCTION reviewed from time to time. Any such reviews will be with the prior
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