Departmental Functions and Objectives
The department of Commercial Services is responsible for the sale of water, sanitation and other services and products in order to generate revenue for the Company. The department is also responsible for receiving and facilitating the resolution of customer complaints. The key functions of the department are as follows:
a) Develop and implement policies, strategies and procedures for commercial operations in order to guide commercial operation;
b) Develop, review and implement tariff structures for water and sanitation services and other products in order to ensure cost reflective services;
c) Undertake meter reading, billing, bill distribution, and revenue collection;
d) Manage applications for new service connections, new subscriptions and other services;
e) Maintain the customer database in order to facilitate decision making;
f) Provide customer services in order to provide information and facilitate resolution of complaints;
g) Collaborate with Finance on the preparation of the annual budget;
h) Identify, remove and/or regularize illegal connections and meter bypasses in order to minimize commercial losses;
i) Enforce appropriate debt collection measures for defaulting customers;
j) Market the Company’s services and products in order to grow the customer base;
k) Identify and develop new streams of business in order to grow the revenue base; and
l) Undertake community sensitization and education awareness campaigns in
Strategic Plan 2023 – 2027 7
the Company’s catchment areas in order to ensure stakeholder support in the
implementation of Company programs.