Joburg Water’s Service Levels and Standards Turnaround Time

By Johannesburg Water

Improving access to water, and improving sanitation and hygiene in Johannesburg has made life safer and easier, especially for those in vulnerable communities.

Despite a population growth of 37% over the past decade, 98% of Johannesburg households now have access to piped water reducing the sanitation backlog by 5%, and recently.

To ensure an uninterrupted service for our stakeholders, Johannesburg Water has signed a service level agreement with the City of Johannesburg. The service turnaround standard times are as follows:

Service Levels and Standards Turnaround Time
Unplanned water supply interruptions 12 hours
Planned water supply interruptions 12 hours
Sewer vacuum tanks emptied 24 hours
Average time

taken to repair fire hydrant

24 hours
Average time

taken to replace stolen meter

24 hours
Average time

taken to repair defective water meters

03 days
Average time

taken to attend to minor leaking valves

48 hours
Average time take to replace missing manhole covers 24 hours
Average time

taken to attend to bursts water pipe mains

48 hours
Average time

taken to attend to leaking valves on main line

96 hours
Average time taken to attend to sewer spills and blockages 24 hours
New sewer connections Within 15 days of CoJ advising of instruction
New meter installations Within 15 days of CoJ advising of instruction
Quality of Drinking-water
The water supplied by JW complies with the SANS 241 drinking water standard and all reported water quality problems are treated as a priority by JW.

If a customer complains about health aspects regarding the quality of their water supply, the laboratory will respond within 8 hours of becoming aware of the complaint.

When required, an alternative supply of water for drinking will be provided. If sampling is necessary, the customer will be informed of the outcome within 10 working days, however, this is depending on the nature of the tests being carried out.

Communication Channels used by Johannesburg Water
Social Media (Twitter & Facebook) and Website
Service disruption notices are posted 7 days before and reminders are posted a day before the interruption
For emergencies interruptions, we mainly use Bulk SMS, Twitter, Facebook, Press Releases

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