Central Water Authority
Customer Charter
For a better understanding of the rights and
obligations of the customer with regard to the
duties and responsibilities entrusted to the CWA
Applicable with effect from
January 2012
T A B L E O F C O N T E N T S
I. Preamble 1
II. About CWA 1
III. Our Vision 1
IV. Our Mission 1
V. Our Values 1
VI. Our Objectives 1
VII. Our Commitment 1
VIII. Our Communication Strategy 2
IX. Facilities at Customer Service Centres 2
X. Other Facilities 3
XI. Payment Facilities 4
XII. Our Complaint Procedures 4
XIII. Service Procedures 5
XIV. Application Procedures 6
XV. Charges and Fees 6
XVI. Customers’ Rights and Obligations 7
XVII. Penalties for Offence 8
XVIII. Performance Indicators 8
XIX. Service Quality Indicators 8
XX. Water Tariffs 10
XXI. Surcharge and Penalties 12
XXII. Immunity 12
XXIII. Our Guide and Advice to assist Customers 12
I. PREAMBLE
Purpose of this Charter
The main objectives behind the issue of this Customer Charter are:
To set operations standards for the delivery of different types of service offered by the CWA
To make our services more responsive to the needs of our customers.
This Customer Charter represents the commitment of the Authority towards quality standards in service
delivery, grievance redress, good governance and accountability.
Customers should therefore know:
The duties and responsibilities of the CWA
The level of service each and every customer is entitled to
What to do to get in touch with the CWA
What procedures to follow to submit an application, a suggestion or a complaint
What services to expect from the CWA
What to do when something goes wrong.
To meet the customer needs, the CWA has agreed to :
Publish its standards of service
Ensure that information is readily available
Ensure that its customers receive a courteous and helpful service at all times
Offer remedies within our capabilities when things go wrong
Give value for money to its customers.
Though this Customer Charter does not by itself create new legal rights, it will surely help in enforcing
customers’ existing rights.
II. ABOUT CWA
The Central Water Authority (CWA) is established as a parastatal body by the provisions of the Central Water
Authority Act No. 20 of 1971.
It operates under the aegis of the Ministry of Energy & Public Utilities.
The CWA is the sole undertaker responsible for the treatment and distribution of potable water for domestic,
commercial and industrial usage in Mauritius.
III. OUR VISION
To be the leader in providing an uninterrupted round the clock service of world class standard throughout the
year to the entire population of Mauritius.
IV. OUR MISSION
In line with the provisions of the CWA Act, our mission is:
To secure and provide a sustainable water supply service of appropriate quality at an affordable price which
meets the growing needs of the people and to support the economic development of the country.
V. OUR VALUES
At the CWA, our Customer-centric culture is one of our core values; we value our customers and this is why we
shall strive to offer quality services that will reflect the following core values:
a. Excellence & Efficiency
We shall do everything possible to achieve excellence in our customer relations, the quality of water and the
availability of supply together with the efficient use of our resources.
b. Integrity & Courtesy
We shall act with integrity and shall always show courtesy in all our dealings with our customers, employees,
supplies and contractors, and also with our environment.
c. Teamwork & Innovation
We shall work together as a single team and always innovate to ensure that our customers enjoy a reliable and
adequate water supply at a fair and reasonable cost.
VI. OUR OBJECTIVES
In order to give satisfaction to our customers, we shall:
Guarantee the quality of drinking water.
Excel in service delivery so as to meet the increasing demand with a good round the clock service.
Improve and manage our corporate image in an efficient manner.
Reduce and maintain non-revenue water to an economically acceptable level by improving our
network’s efficiency.
Operate our services in a cost effective manner and consolidate our financial viability.
VII. OUR COMMITMENT
We shall strive to provide a 24-hour water supply service to the population of Mauritius and to reduce
the Non-Revenue Water to an acceptable level.
We guarantee that the water supplied by the Authority is treated to meet norms prescribed by the World
Health Organisation (WHO) for drinkable water. Independent tests are conducted regularly to ensure
compliance.
We are committed to treat everyone fairly and to maintain a high standard of service.
We shall answer 90% of the calls within 20 seconds.
We are polite and sensitive while dealing with our customers.
Our employees are committed to customer care. All communication with the customer shall be in an
atmosphere of cordiality and courtesy.
We promise prompt attendance to customer’s complaints.
VIII. OUR COMMUNICATION STRATEGY
A. OUR REGISTERED /MAIN OFFICE
CWA Head Office, Royal Road, St Paul, Phoenix, Mauritius
Telephone Number (230) 601 5000
Fax Number (230) 686 6264
Email address: - [email protected]
Website: - http://cwa.gov.mu
B. OUR HOT LINE / CALL CENTRE SERVICE
Hot Line / Call Centre Telephone Number: 170
As a service provider, the CWA offers a 24-hour Hot Line / Call Centre service on telephone number 170 for
any complaint and enquiry.
The customer shall obtain adequate information for his complaint. If this is not possible within the normal time
of telephone conversation, a follow up action is undertaken and a final answer communicated to the customer.
C. OUR HELP DESK SERVICE
The CWA has the following Help Desk service, operating during business hours from its Head Office, to reply
to any query / complaint from the public and its stakeholders.
TELEPHONE
NO. FAX NO. ACTIVITIES
601 5030 686 6264 Registry
601 5053 601 5028 Human Resources
601 5071 686 0974 Information Technology
601 5082 686 0974 Cash Office (Revenue)
601 5099 686 0974 Finance (Payments)
601 5127 Water Quality
601 5151 697 4937 Planning & Development
601 5185 698 4716 Operations
601 5186 696 7103 Commercial Services
601 5195 696 7103 Meter Reading
601 5119 601 5019 Mechanical & Electrical
Services
D. OUR CUSTOMER SERVICE CENTRES
Our Customer Service Centres are located at each of our regional sub-offices for attending to
applications/requests/queries/complaints irrespective of the different services and for receiving payments during
business hours.
The official business hours are from 8.45 a.m. to 4.00 p.m. from Monday to Friday. Our Cash Offices are opened
from 8.45 a.m to 3.15 p.m to receive payment from customers. However, Cash Offices located at
Pamplemousses, Rose Belle, Mahebourg are opened until 2.30 p.m on Wednesdays and Fridays.
CUSTOMER SERVICE
CENTRE
TELEPHONE
NO.
FAX NO.
Port Louis 212 5065 212 8570
Pamplemousses 243 3550 243 3990
Flacq 413 2494 413 5019
Rose Belle 627 0178 627 5657
Souillac 625 5685 6255613
Mahébourg 631 9734 6312673
Rose Hill 454 6779/82 454 9517
St. Paul 601 5000 686 6264
Port Louis (Cash Office only) 208 2827 N/A
E. INTERRUPTION OF SUPPLY
a. Planned Interruption
In case of planned large disruption of service, we shall notify the customers concerned in advance through the
media, giving the names of the affected regions, the date/s and start time/s, the anticipated restoration of
supply/ending time/s and the reasons thereof.
This will be broadcast on at least 2 radio channels, preferably in the morning and/or evening at fixed time (e.g. at
6.55 hrs and 18.15 hrs respectively).
b. Emergency Interruption
In case of any unforeseen or sudden plant/pipe breakdown, the CWA shall, as far as practicable, notify the
customers concerned through the media, of the emergency interruption of water supply.
IX. FACILITIES AT CUSTOMER SERVICE CENTRES
The CWA provides the following arrangements at its Customer Service Centres:
A non-stop and one-stop shop services during business hours at our Customer Service Centres.
An extension of hours of service at the Cash Offices during the peak periods to render payment of bills
easier.
An armed Police Officer at our Cash Offices as a security measure for our customers and employees.
Our customers and members of the public will be able to get the following types of services at our Customer
Services Centres:
TYPE OF SERVICE
New water connection
Re-opening of supply
Discontinuation of supply
Transfer of name
Meter testing
Shifting of supply
Shifting of meter
Enlargement of tapping
Change no. of living quarter
TYPE OF SERVICE
Change category of supply
Water tanker service
Part payment agreement
Payment of water bill and other charges / fees
Clearance certificate for building permit
Clearance certificate for Notary
Complaint and query on water bill
Complaint and query on water supply
Morcellement
X. OTHER FACILITIES
A. RECEPTION / ENQUIRY OFFICE
We have a reception counter at all our Customer Service Centres to guide the public through our offices and to
provide general information.
B. WAITING AREA
We have a waiting area at all our Customer Service Centres, furnished with comfortable chairs / sofas, and light
reading materials for the visiting customers and other members of the public.
C. QUEUING AT CASH OFFICE COUNTERS
We have a proper queuing system at our Cash Office counters to maintain discipline among our customers.
However, priority is given to Senior Citizens and/or disabled customers.
D. CUSTOMER INFORMATION SYSTEM
We display conspicuously at our Customer Service Centres directional signs and notice boards indicating the
services offered, the documents required and the amount payable for each service.
E. SUGGESTION BOX
We have a Suggestion Box at each of our Customer Service Centres and we invite our customers to make
suggestions on the services offered. We shall do all we can to attend to the suggestions in the least possible
delay.
F. WATER DISPENSERS
We have equipped our Customer Service Centres with water dispensers.
The water dispensers are connected to our water supply network in order to provide our customers with a
continuous flow of good potable water all day long.
G. VISITS TO OUR SITES
We favourably entertain requests from individuals, groups, schools etc to visit our sites, more particularly the
following sites:
Treatment Plants
Impounding Reservoirs
Pumping stations
We have officers on the various sites to guide the visitors and provide them with all the required information.
We also organize open days on the occasion of the Annual World Water Day, during which brochures / leaflets
on water supply are distributed to the visiting public.
XI. PAYMENT FACILITIES
We have service agreements with most local commercial banks for the payment of water bills by the Direct
Debit System.
Customers may also pay their water bills, by cash or by cheque, at the counters of the Central Electricity Board
and the Mauritius Post Ltd.
The counters of the Mauritius Post Ltd. are also opened on Saturdays.
Customers may also settle their bills by Debit and/or Credit cards at selected cash offices.
XII. OUR COMPLAINT PROCEDURES
A. GENERAL PROCEDURES
A customer can register a complaint over the phone, in writing or by calling in person at any Customer Service
Centre.
A complaint number is assigned to each complaint registered on our Customer Service System.
The customer will be informed by phone or by mail of the action taken.
If the customer is not satisfied with our reply, he may still refer the matter to the Public Complaints Bureau of
the Prime Minister Office or to the Ombudsman, as the case may be.
B. ON-LINE COMPLAINTS
The Customer can also submit his complaint / query through our web site / e-mail and the complaint will be
dealt with according to established procedures.
C. COMPLAINTS ANALYSIS AND MONITORING SYSTEM (CAMS)
We shall maintain an on-line Computerised Complaints Analysis and Monitoring System (CAMS) to ensure that
all complaints and requests are attended to within the service time prescribed and we shall take prompt
corrective action in line with the standards set by the CWA.
This system will keep track of the progress made on each request / application / complaint which has remained
unattended. It will be used as a management tool to develop strategies to improve our services and to ensure that
service standards are met at all times.
D. GRIEVANCE REDRESS MECHANISM
If a customer is not satisfied with any of our services, he can appeal to any of the following officers-in-charge,
by calling on 601 5000.
NATURE OF PROBLEM OFFICER-IN-CHARGE
Water supply Chief Engineer (Operations)
Water Quality Chief Engineer (Water Resources)
Billing and Metering Manager (Commercial Services)
Payment of bills Chief Financial Officer
Unresolved cases General Manager / Deputy General Manager
E. Debt Dispute Resolution Committee
If after having gone through the complaint procedures, the customer is not satisfied with the amount claimed, he
can submit his case to the Debt Dispute Resolution Committee for a final decision.
F. Appeal against our decision
If the customer is still not satisfied with the decision of the Debt Dispute Resolution Committee, he can make an
appeal to the Public Complaints Bureau of the Prime Minister’s Office or to the Ombudsman.
G. CUSTOMER SURVEY
To obtain feedback on our performance and standards of service, we shall carry out, at regular intervals, a
customer survey through a professional agency.
XIII. SERVICE PROCEDURES
A. Billing
We shall ensure that each customer receives his monthly water bill within the stipulated time, with proper
indication of the due date, the amount charged and the amount of surcharge payable in case of late payment.
B. Payment of bill
With our on-line service, a customer may settle his bill in any of the specified offices and he may also obtain
relevant information on his account as well.
C. How to pay the bill?
The whole portion of the bill will have to be submitted to the Cashier at the time of payment, which is within 21
days of the date of receipt of the bill.
Any payment made after that period will carry a 10% surcharge.
Pensioners are allowed a further 14 days to pay their bills without surcharge against presentation of evidence for
senior citizenship.
Customers facing financial problems, and those who come from the vulnerable groups of society, are also
offered certain facilities to pay their bills by instalments.
Cheques sent through the post should be made payable to the Central Water Authority and CROSSED and must
be addressed to the Senior Cashier of the CWA Head Office, St. Paul, Phoënix.
The name, address, telephone number and account number of the customer should also be written at the back of
the cheque.
In order to avoid queuing at Cash Office counters, we encourage customers to settle their water bills through the
Direct Debit System available at most local commercial banks. Customers may contact their banks for more
details.
Alternatively, customers may avoid the peak period by settling their bills in the middle of the month, but within
the prescribed statutory delay of 21 days from date of delivery of bill.
We advise customers to tender the exact amount when paying their bill.
D. IMPORTANT INFORMATION
Payment effected by dud cheque (chèque sans provision) may result in the disconnection of the supply
and the matter would be referred to the Police for prosecution. The customer account would be tagged and
future payment should be made by cash only.
If a water bill is not paid within 60 days of its date of delivery, the water supply is likely to be
disconnected without notice.
If a customer wants to challenge the amount shown on his water bill, he should contact an officer of the
appropriate Customer Service Centre.
Customers seeking information on their account or on water supply generally should address themselves
to an officer of the appropriate Customer Service Centre, or phone the Hot Line / Call Centre telephone
number 170.
Customers who fail to receive their bill for any current month should inform the appropriate Customer
Service Centre without delay or phone the Hot Line / Call Centre telephone number 170.
Every customer is provided with a meter, which is read on a monthly basis. The customer is billed
according to the consumption recorded by the meter.
XIV. APPLICATION PROCEDURES
In order to save time and give customers a better service, certain basic information concerning the various
documents needed for processing applications / complaints etc should be made available.
We give, in the following tables, detailed lists of the various documents and the information needed:
A. New Water Connection
DOCUMENT / INFORMATION WHERE APPLICABLE
ID Card / Passport Applicant is the Owner / Tenant/Occupier
Title Deed Owner
Rent Book / Lease Agreement Tenant
A copy of the constitution of the body corporate or societé
and the name of the Directors/Associés authorized to sign on
behalf of the body Corporate/Societé
Body Corporate/Societe
Site Plan / Location Plan All applicants
Front Elevation Drawing Commercial building
Existing Water Supply (if any) All applicants
Water Requirement (in m3 daily) Commercial / Industrial supply
Other documentary evidence to substantiate that the applicant is the occupier of the property.
B. Discontinuation of supply/
Re-opening of supply/
Complaint - Excessive Water Charges /
Change in no. of living quarter /
Change in category of supply
DOCUMENT /
INFORMATION WHERE APPLICABLE
ID Card / Passport Applicant is the Owner /
Tenant/Occupier
Water bill All applicants
C. Transfer of Name
DOCUMENT /
INFORMATION WHERE APPLICABLE
ID Card / Passport Applicant is the Owner /
Tenant/Occupier
Water bill All applicants
Title Deed Owner
Rent Book / Lease Agreement Tenant
Authorisation from customer All applicants
Other documentary evidence to substantiate that the applicant is the occupier of the property.
D. Shifting of Supply / Meter
DOCUMENT /
INFORMATION WHERE APPLICABLE
ID Card / Passport Applicant is the Owner / Tenant/Occupier
Water bill All applicants
Site Plan / Location
Plan All applicants
E. Enlargement of tapping
DOCUMENT /
INFORMATION WHERE APPLICABLE
ID Card / Passport Applicant is the Owner /
Tenant/Occupier
Water bill All applicants
Site Plan / Location Plan All applicants
Water Requirement (in m3
daily) Commercial / Industrial supply
F. Water Clearance
DOCUMENT /
INFORMATION WHERE APPLICABLE
ID Card / Passport Applicant is the Owner /
Tenant/Occupier
Existing Water Supply (if any) All applicants
Site Plan / Location Plan All applicants
Water Requirement (in m3
daily) Commercial / Industrial supply
Front Elevation Drawing Commercial building
We have also introduced some flexible conditions for applicants who cannot produce the title deed or rent book.
XV. CHARGES AND FEES
TYPE OF SERVICE Rs. VAT
Processing fee for new application
(1) Domestic
(2) Non-Domestic
(3) Ground Water
300
500
500
YES
Connection charge (Minimum) 1,300 NO
Minimum Road Establishment fee 500 NO
Examination fee for testing of meter (Domestic/Non Domestic) 200
Examination fee for testing of meter (Groundwater) 500
Reconnection on main/road reserve (Domestic/Non Domestic) 1,300 NO
Reconnection at meter(Domestic/Non Domestic) 500
Shifting of supply (minimum) 1,300 NO
Shifting of meter (minimum) 200 NO
Enlargement of tapping (cost is on a case to case basis) NO
Clearance certificate (Residential) 100 YES
Clearance certificate (Commercial) 200 YES
Water tanker service (CWA tanker) 670 YES
Water tanker (Private tanker) 300 YES
Minimum re-establishment fee (sealed borehole/open well/other underground installation 5,000 YES
Minimum Registration Fee (underground) 1300 YES
Production fee of drinks (rate per litre) 1.50 YES
XVI. CUSTOMERS’ RIGHTS AND OBLIGATIONS
While the CWA has been entrusted with specific duties and responsibilities under the CWA Act, customers also
have their rights and obligations.
The following recommendations will allow the CWA to provide a better service to its customers.
Customers should pay their water bills promptly.
Customers are billed on minimum water charge even if there is no consumption during a month, unless
they notify the CWA that they will not use water during a certain period of time.
Customers should notify the CWA promptly in case they do not receive their monthly bill.
Customers should protect and keep their water meter clean. Customers should not dump garbage,
building materials like sand, stone etc., near or on the meter or meter chamber.
Customers should not tamper with a water meter as it is an offence punishable under the CWA Act. We
remind customers that the meter is the property of the CWA.
Customers should not connect any pump or similar device on any part of the supply pipe as it causes
serious inconvenience to others. It is a serious offence, punishable under the CWA Act.
Customers should not interfere with CWA installations. It is a serious offence, punishable under the
CWA Act.
Customers are encouraged to inform our Hot Line / Call Centre on telephone number 170 or any
Customer Service Centre about any illegal installation they may come across.
Customers may inform the CWA on the Hot Line/Call Centre telephone number 170 if they come across
any water leakage on the roads or before the meter.
Customers should educate all their family members of the importance of not wasting water.
Customers should insist that the employee of the CWA shows his Identity Card when visiting their
premises.
Customers should take necessary measures to avoid the pollution of our aquifer / ground water / surface
water.
Customers should preserve water, as it is a precious resource. They must use taps and other appliances
that minimize wastage. By so doing, it will lead to the saving of water at every water outlet.
Customers are advised to promptly attend to and repair any leakage within their premises, that is, the
installations found after the meter.
XVII. PENALTIES FOR OFFENCE
Any person who contravenes any subsidiary enactment made under the CWA Act shall commit an offence and
shall, on conviction, be liable to a fine not exceeding Rs Rs 50,000 for Domestic customers and 200,000 for
Non-Domestic customers and to imprisonment not exceeding 2 years.
XVIII. PERFORMANCE INDICATORS
Key Performance Indicators, with regard to the quality of services offered by the CWA, are summarized in the
following table:
CRITERIA
PRESENT COMPLIANCE
LEVEL (%)
REMARKS
Water Quality (WHO Standards) 99.5
Individual Household Connection 99.7
Individual Water Meter 98.0
24-Hour Call Service 99.0
Collection Efficiency 99.1
24-Hour Water Supply 65.0 To improve
Non-Revenue Water 47.0 To improve
XIX. SERVICE QUALITY INDICATORS
The standards set by the CWA for different types of service are indicated in the following tables.
The response time (Min. and Max.) given opposite each intervention gives an indication of the response time
required to finalise an application / complaint / query etc.
The response time is indicated in working days, unless otherwise stated.
Service Types & Response Time
Nature of Service Response Time
(during working days)
Min Max
Water Supply
Applications
New supply & Reconnection of supply
Site inspection after receipt of an application for a new
connection 1 7
After site inspection, applicant shall be informed of the approval
or rejection of his application, the works to be done and the
amount to pay
1 7
Fixing of the new supply or reconnecting the supply after
receipt of payment and clearance for road excavation from the
Road and Local Authorities
3 7
Reconnection at meter after receipt of payment 1 2
Reconnection on main
Confirming fixing of new supply after completion of the works 1 5
Issue of the first bill 15 30
Disconnection of Supply (at main)
After clearance for road excavation from the Road and/or Local
Authorities 1 7
Disconnection of Supply (at meter)
Service Types & Response Time
Nature of Service Response Time
(during working days)
Min Max
After receipt of application form 1 3
Transfer of Supply
After receipt of application form 1 3
Shifting of supply
After clearance for road excavation from the Road and/or Local
Authorities 1 7
Meter Test
After receipt of application form 3 7
Water clearance for Building Permit
After receipt of application form and payment of the relevant
fee 1 7
Clearance for Morcellement/VRS
Confirmation of availability of water 10 15
Final clearance after payment 7 10
Clearance for IRS Project
Confirmation of availability of water 1 5
Final clearance after payment 1 5
Debt Clearance for sale of property
After receipt of application form and settlement of arrears, if
any 1 2
Other Changes (e.g Category, size of meter, No. of living
quarters)
After receipt of application form and payment of relevant fee, if
any 1 7
Complaints
Water supply
Broken main 0.5 3
Broken communication pipe 1 5
Broken Meter Chamber 1 7
Broken Meter 1 7
Water quality 1 3
Service Types & Response Time
Nature of Service Response Time
(during working days)
Min Max
Air problem 1 3
Insufficient hours of supply 1 3
No Water for "X" days. 1 3
Low Water pressure, subject to availability of adequate pressure 1 3
Renew pipe & fittings 1 5
Polluted Water supply 1 3
Water leakage. 1 3
Erratic Timing of water supply. 1 3
Metering & Billing
Excess bill and verification. 1 7
Meter Test 1 7
Non-receipt of water bill. 1 3
Cleaning and maintenance of meters. 1 7
Defective meter 1 7
Domestic meter repairs and replacements. 1 7
Meter repairs other than domestic. 1 7
Change of category of water supply. 1 7
Check Living quarters 1 7
Leakage at Meter 1 7
Wrong data on bill 1 5
Request Services
Tanker required in supply area. 1 2
Connection Request. 1 3
Others
Complaints relating to illegal connection etc. 1 3
Replying to letters from customers 3 7
Response Time
Nature of Service Response Time (min/sec)
Min Max
Answering to phone calls 5 secs 30 Secs
Payment of bills 30 secs 10 mins
XX. WATER TARIFFS
Each customer is provided with a meter, which is read monthly.
Consumption is billed according to the readings recorded by the meter. A meter rental is also payable and the
amount claimed varies according to the size of the meter.
The present Water Tariff came into force 01 January 2012.
TYPES OF SUPPLY TARIFF NO. MINIMUM CHARGE
Domestic 10 & 11 45.00
Prise supply acquired before the commencement of
ordinance No. 26 of 1891
12 245.00
Acquired Prise Supply after the commencement of
ordinance No. 26 of 1891 but before 14 January 1895
13 245.00
Business Consumers 14 1122.00
Commercial Consumers 18 391.00
Concession Prises in Port Louis 23 Nil
Industrial Consumers 16 450.00
Agricultural Consumers (Vegetable, Flower, Fruit
tress or other crops Growers & Livestock or Poultry
Producers)
17 220.00
Public Sector Agency 15 391.00
Religious & Charitable Institutions 53 60.00
Raw water (Compagnie Thermique de Belle Vue) 71 Nil
Raw Water (Irrigation Authority)
Aquaculture Consumers 81 Nil
Unchlorinated Water 91 Nil
Tariff 10 – Minimum Water Charges – Rs 45.00
Tariffs 11 – Water Charges
First
10 m3
Next
10 m3
Next
30 m3
Every
Additional m3
Rs. Rs. Rs. Rs.
6.00 8.00 17.00 32.00
Tariff 12 – Prise supply acquired before the commencement of ordinance No. 26 of 1891
First
85 m3
(Minimum Charge)
Every
Additional m3
Rs. Rs.
245.00 30.00
Tariff 13 – Acquired Prise Supply after the commencement of ordinance No. 26 of 1891 but before 14
January 1895
First
50 m3
(Minimum Charge)
Every
Additional m3
Rs. Rs.
245.00 30.00
Tariff 14 – Business Consumers
First
33 m3
(Minimum Charge)
Every
Additional m3
Rs. Rs.
1122.00 34.00
Tariff 15 – Public sector agency consumers
First
17m3
(Minimum Charge)
Every
Additional m3
Rs. Rs.
391.00 23.00
Tariff 16 – Industrial Consumers
First
25 m3
(Minimum Charge)
Every
Additional m3
Rs. Rs.
450.00 18.00
Tariff 17 – Agricultural Consumers
First
20 m3
(Minimum Charge)
Every
Additional m3
Rs. Rs.
220.00 11.00
Tariff 18 – Commercial Consumers
First
17 m3
(Minimum Charge)
Every
Additional m3
Rs. Rs.
391.00 23.00
Tariff 23 – Concession Prises supply acquired in Port Louis before 1 July 1969
First
70 m3
Every
Additional m3
Rs. Rs.
Nil 35.00
Tariff 53 – Charitable or religious institution
Minimum
Charge
First 10 m3
Next
10 m3
Next
30 m3
Every
Additional m3
Rs. Rs. Rs. Rs.
60.00 8.00/m3
17.00/m3
32.00/m3
Tariff 71 – Compagnie Thermique de Belle Vue Ltée Supply
Every cubic metre (m3) Rs. 3.90
Tariff 81 – Aquaculture Consumers
Every cubic metre (m3) Rs. 1.00
Tariff 91 – Un-chlorinated water
Every cubic metre (m3) Rs. 10.00
C. BOREHOLE / SURFACE WATER
Annual License Fee (VAT Applicable)
SN GROUNDWATER
RS
(a) use of ground water for agricultural purposes 1,000
(b) use of brackish water for desalination 5,000
(c) use of brackish water for purposes other than for desalination 1,000
(d) use of ground water for the purpose of producing drinks 50,000
(e) use of ground water for domestic purposes 1,000
(f) use of ground water for non-domestic purposes other than purposes at sub-items
(a) to (d) 10,000
Meter Deposit Fee
SN SIZE OF METER
(MM)
DOMESTIC
RS
NON
DOMESTIC
RS
(a) 12 200 per LQ 400
(b) 18 1000 per LQ 1000
(c) 25 1500 per LQ 1500
(d) 37 2500 per LQ 2500
(e) 50 5000 per LQ 5000
(f) 75 10000 per LQ 10000
(g) 100 and above 25000 per LQ 25000
Meter Rental Fee
SN SIZE OF METER
(MM)
DOMESTIC
RS
NON DOMESTIC
RS
GROUNDWATER
RS
IRRIGATION
Rs
(a) 12 or 18 10 10 NIL 50
(b) 25 30 30 NIL 50
(c) 37 45 45 NIL 50
(d) 50 60 60 NIL 50
(e) 75 90 90 NIL 50
(f) 100 150 150 NIL 50
(g) Greater than 100 200 200 NIL 50
Water Charges for use of groundwater
Sn In respect of the:- Monthly rate per
cubic metre (Rs)
(a) Use of groundwater for agricultural purposes 0.70
(b) Use of brackish water for purposes other than for desalination 0.70
(c) Use of groundwater for the purpose of producing drinks 10.00
(d) Use of groundwater for domestic purposes 0.70
(e) Use of groundwater for non-domestic purposes other than purposes at
items (a) to (c)
7.70
Water Charges for Irrigation Purposes
Sn In respect of the:- Monthly rate per
cubic metre (Rs)
(a) Surface water 1.00
(b) Overhead water 1.50
(c) Water supplied at reservoirs (La Ferme/Magenta) 0.70
(d) Water supplied to the Irrigation Authority from La Nicolière Reservoir 1.40
XXI. SURCHARGE AND PENALTIES
We claim a 10% surcharge on all bills where payment is made after 21 days from the date of delivery.
Special conditions apply to pensioners.
XXII. IMMUNITY
The CWA is granted immunity from prosecution in the following cases:
Impurity of water
Irregularity and insufficiency of water supply for whatever purpose
XXIII. OUR GUIDE AND ADVICE TO ASSIST CUSTOMERS
A. Saving Water
Do not leave the tap open unnecessarily, for example, when brushing your teeth, washing your clothes, etc. Use
a bucket of water to wash cars instead of a water hose. Verify your installations regularly.
B. Cleaning of Water Storage Tank
We recommend the following steps for the cleaning of a household water storage tank:
Brush the bottom, sides and ceiling of the tank.
Wash out the dirty water.
Wash with clean water.
Disinfect with bleaching agent (Eau de Javel). For a tank with a capacity of more than 1,000 litres, put in
about 10ml of bleach. Adjust accordingly for tanks of different capacities.
Leave the bleaching solution in for the night.
Wash out the bleaching solution. The tank is now disinfected and can be used to store water for
consumption.
Clean your water tank on a regular basis (at least once every six months) and make sure that the tank is
properly covered to prevent contamination through algae formation or grub accumulation.
C. Detecting a leak in the internal reticulation system
(also known as the supply pipe)
Close all outlet taps, except the stop-cock near the meter.
Observe the meter dial to see if the meter is registering consumption. If such is the case, then there must
be a leak somewhere along the supply pipe.
