2022 CUSTOMER SATISFACTION SURVEY
Dear Customer,
Thank you for giving us the opportunity to serve you better. Please help us by taking a few minutes to tell us about the service that you have received so far. We appreciate your business and want to make sure we meet your expectations.
The purpose of this questionnaire is to assess Solomon Water's performance and the quality of the service and to identify the areas for Solomon Water to improve our services to meet our customer's satisfaction and expectation.
1. INTRODUCTION TO SOLOMON WATER
About Solomon Water
Solomon Islands Water Authority (SIWA) - trading as Solomon Water - has served customers and communities for more than 24 years since its inception in 1992. We provide municipal water and wastewater services in Honiara, and municipal water services in the provincial urban centers of Auki, Noro and Tulagi.
Our Vision “Safe water for a healthy nation”.
Our Mission “To provide reliable and safe water supply and sewerage services within our area of operations in Solomon Islands, while working in partnership with the community to plan, deliver and operate infrastructure in a manner that seeks to minimise the social and environmental impacts of our activities”.
Regulatory Framework
Solomon Water is a State Owned Enterprise (SOE) created under the SIWA Act 1992. Solomon Water is also subject to the State-owned Enterprises Act 2007 and State-owned Enterprises Regulations 2010.
Solomon Water is governed by a board of directors that is responsible to the accountable Ministers, being the Minister for Finance and the Minister for Mines, Energy and Rural Electrification.
2. SOLOMON WATER SERVICES
Water Service
Solomon Water currently supplies water supply service to approximately 55% of the population in Honiara city and the surrounding peri-urban centres in Guadalcanal. SW also operates water supply systems in Auki, Noro and Tulagi. Solomon Water also maintains compliance to WHO Water Quality Standards.
Solomon Water customers benefit from the following water supply services:
Water Supply Services (water quality & minimum water pressure) - We provide 24 hours water supply with acceptable pressure at customer boundary and our Water quality Standards are test to WHO standards and portable for safe drinking.
CashWater - We provide a prepaid water supply system which is simple and easy for customers to use. CashWater provides a daily reading of how much water you are using and allows customers more financial control over their water bill. Customers’ simply top-up to use.
New Water Connection Service (CashWater and conventional meter) - It takes us a minimum of 10 days to connect your new water service if all requirements are provided from application to installation.
Customer Enquiries & Complaints - It take three days at maximum for all reported customer complaints to resolve except for issues which will take more than three days. Continuous update will be provided to the customers.
Meter reading and Water Bills (bill delivery & bill payment facilities/options) - We read and bill our water meters on monthly basis. Furthermore we also do delivery either through emails, SMS, post and hand delivery.
Disconnection - We disconnected water service when the water bill is 90 days overdue for domestic and 30 days for commercial customers. The Debt recovery continuously contacts customers of their accounts status through SMS, emails and calls before any disconnection.
Re-connection - We reconnect water service within three working days provide all dues are paid with necessary fees.
Wastewater Service - We provide waste water service to certain suburbs in Honiara and available for connecting new waste service and maintenance of existing connections and assets.
Media and Communication Service
To ensure customers are informed and updated, Solomon Water has the following information services:
Water service disruption notices - Water service disruption is planned or unplanned. Solomon Water must inform you if we are doing planned works that will interrupt your services 48 hours before the planned works, but have no control over unplanned disruptions.
Publications - Solomon Water has publications available for download on its website. You can read about Solomon Water’s 35 year plan, access Annual reports and also read about projects we are engaged in to ensure everyone has access to safe water.
Website - Solomon Water has an official website. On the website, you can access information about Solomon Water, its business operations, water-related education resources, and other useful information about the state-owned enterprise.
Information, Education and Communication (IEC) Materials - To ensure we meet customers’ information, education and communication needs, Solomon Water has a resources section on its website. Under resources you can read Solomon Water press releases, access water education resources, download information brochures and more.
Public Awareness and Outreach - Prior to any project or capital works, Solomon Water must conduct a public awareness and outreach program, usually via community meetings to inform communities about the works that will take place. Solomon Water through its projects and capital works operations carry out water and sewer infrastructure works. This includes replacement of pipelines, laying new pipelines, upgrading sewerage systems and carrying out emergency works to address any water service disruptions. Solomon Water also participates in public events held in the provinces and in Honiara at invitation.
Facebook - As part of our continued efforts to meet our customers’ information needs on social media – Solomon Water has an official Facebook Page. We use Facebook to post important messages about water service disruptions, boil water advisories, capital works notices, job vacancy notices, tender notices, media releases and photos.
