Water Branch
The branch is divided into the five sections namely; water quality, water supplies, water distribution, electromechanical and projects. The sections all combined are responsible for the abstraction, purification and delivery of water to the consumer as well collection, treatment and disposal of waste water.
Water Quality Section
This section is responsible for water quality control which is the sampling & testing of water from its source along the system until it reaches the consumer to ensure that it meets both local standards and WHO standards.The section is also responsible for ensuring that wastewater standards comply with Pollution Control standards before being discharged into public streams.It monitors the by-products of industrial processes that are discharged into public drains and streams to ensure that they comply with the trade waste standards.
Water Supplies Section
This section is responsible for bulk water abstraction, water purification, delivery to city reservoirs, sewerage treatment and disposal, water statistics and pipeline inspection.
Water Distribution Section
This section is responsible for the water and sewerage reticulation, consumer complaints, water and sewer connections, water meter testing, water bursts and leakage controls, sewer blockages, high pressure flushing and vacuum tanker services.
Electromechanical Section
This section is responsible for the operation and maintenance of all electrical and mechanical equipment that is used from the water source all the way to the waste water disposal point.It is section that employs highly specialised skills and equipment to ensure that the water system functions effectively.
Projects Section
This section is responsible for the construction or installation of new water and sewer infrastructure that caters for new developments within the city.It is also responsible for the supervision of developments being carried out by private developers within the city and involves regular site inspections.
General Information
For the purposes of this document unless otherwise stated,
“All offices” when referring to water services means where water businesses are performed.
All offices refer physically to the following:
“All offices” when referring to “Wastewater Services” means where wastewater businesses are performed.
All offices refer physically to the following:
All offices when referring to water quality services means where water quality businesses are performed.
How To Contact Us
We may be contacted telephonically, electronically, or personally.
You may personally visit us for the application of services and queries at:
Call Centre, Ground Floor, Tower Block or contact us through our toll free number available 24 hours a day, 7 days a week.
If you are unable to get through via the Call Centre the E- services that are available are as listed below:
These facilities can be used to report water leaks, burst pipes, water and sewer faults, and water quality problems and make water account enquiries.
Office Telephone Numbers
Call Centre | Everyday: 0800 hours – 1700 hours | |
Tower Block | 75011 | Weekdays: 0800 hours – 1700 hours |
Mabutweni Water Workshops | 413419 | Weekdays: 0800 hours – 1600 hours |
Nkulumane Water Workshops | 484833 | Weekdays: 0800 hours – 1600 hours |
Town Main water Workshops | 60408 | Weekdays: 0800 hours – 1600 hours |
Rods Yard | 67008 | Weekdays: 0800 hours – 1600 hours |
Criterion Laboratory | 242897 | Weekdays: 0800 hours – 1615 hours |
Levels of Service Available:
Water
In order to make water available to customers at an affordable cost, three levels of service are offered to domestic customers:
Sanitation
The accepted levels for sanitation are:
Free Basic Services
Water
All customers receive the first 5kl per month free of charge, with risingblock tariffs and fixed charges for all customers.
Accounts
Service / Service Product | Service Level Standards | Location |
---|---|---|
Flow Limiter(Restriction discs) Applications | Immediate | Revenue Hall Tower Block |
Multi-Metering(Meter separation) | 14 Days | Tower Block |
Cross Meters (Illegal Connections) | Immediate | Tower Block |
Raising of Waste Water & Pollution Charges | 1 Day | Criterion Laboratory, Burnside Rd. |
Opening/Terminating of Waste Water customers accounts | Immediate | Criterion Laboratory, Burnside Rd. |
Response to trade effluent charge queries | 7 days | Criterion Laboratory, Burnside Rd. |
Processing of applications to discharge industrial effluent to sewer and /or via road tanker | 7 days | Criterion Laboratory, Burnside Rd. |
Complaints regarding storm water and river water pollution | 4 hours | Call Centre |
Applications to install low volume, on site, waste water treatment plants | 14 Days | Tower Block |
Engineering Services Contact Centre
Service / Service Product | Service Level Standards | Location |
---|---|---|
Capturing of all telephone queries with regards to Engineering Service Faults | Immediate |
Tower Block Call Centre |
Processing of all engineering services faults that come through e-services and other correspondence | Immediate | Tower Block Call Centre |
Answering of all telephone calls | All calls within 30 seconds | Tower Block Call Centre |
Operating hours | 24/7/365 | Call Centre |
Visit to Water and Wastewater treatment plants | 7 days | Tower Block |
Technical
Service / Service Product | Service Level Standards | Location |
---|---|---|
General Technical Queries regarding water borne sewerage/water reticulation. | 3 days | Call Center, All Offices |
Process applications for new water connections, meter re-positioning, meter in-situ and new meter tests. | 5 days | Tower Block 5th Floor |
Process applications for fire hydrant relocations. | 14 days | Tower Block 5th Floor |
Inspect plumbing of commercial and industrial customers for compliance for normal fire fighting standards. | 5 days | City Centre Main Water workshops |
Investigate general, domestic customer complaints/queries related to water supply. | 48 hours | All Offices |
Investigate and resolve water ponding on private property and water pressure complaints. | 48 hours | Call centre All Offices |
Process and conduct pressure and flow tests. | 7 days | All Offices |
Inspection of Properties to location nearest Water Main, check for lot numbers, and boundary pegs in order to facilitate new water connections. | 96 hours | All Offices |
Install domestic water connections < 20mm to individual consumer’s multi – dwelling units and housing projects. | 14 days | All Offices |
Install large domestic, commercial, individual water connections >20mm including fire connection. | 14 days | All Offices |
Read all consumers (domestic & commercial) and reservoir water meters in the Bulawayo Municipality. | Monthly |
Meter Reading Department Revenue Hall |
Carry out field investigations/check readings where required. | Monthly |
Meter Reading Department Revenue Hall |
Estimated readings when unable to read. | Monthly |
Meter Reading Department Revenue Hall |
Maintenance of water meters and chambers | 96 hours | All Offices |
Tracing of leaks related to water meters. | 96 hours | All Offices |
Location of buried water meters. | 5 Days | All Offices |
Raising and re-sitting of water meters | 5 Days | All Offices |
Change of faulty meters. | 14 days | All Offices |
Water sampling –: If there is a water complaint sampling is done within 8 hours and report would be ready in 5 days time. | 8 hours | Criterion Laboratory, Burnside Rd. |
Supplying developers, consultants, short and long term planning, details for Water and Sanitation Services. | 7 days maximum | Tower Block |
Supplying the public with details of existing Water and Sanitation services / structures / drawings and records. | Immediate and in some instances up to one week. | Tower Block |
Supplying Customers with GIS information, aerial photographs, maps, survey details, backlog, and other statistics | 7 Days at request and at Council tariff. | Tower Block |
Sample testing, eg. Ground Water contamination, drinking water quality, stream water quality. | 5 working days | Criterion Laboratory, Burnside Rd. |
Environmental Impacts Assessments – Water and sanitation comments submitted. | 30 days | Tower Block |
Tanker Clearance – (Septic tanks emptying) | 2 – 5 Days | Roads Yard |
Conduct standard 2 or 3 times yearly inspection to ensure compliance with sewerage disposal bylaws, National Building Regulations and other environmental legislation. | Quarterly | Criterion Laboratory, Burnside Rd. |
Submit an inspection report, notice or letter to industry within one week of inspection. | 1 Week | Criterion Laboratory, Burnside Rd. |
Ensure all relevant legislation and Department Policy are communicated to industry. | As required | Criterion Laboratory, Burnside Rd. |
Prepare Press Release for Head/Deputy Head approval on spill or pollution incidents. | 2 Days | Criterion Laboratory, Burnside Rd. |
Give developers and consultant’s information required such as pressure zones, flow rates, bulk supplies. | 1 week | Tower Block |
Delivery of potable water to customers in areas where water supply has been interrupted. | 12 Hours | Roads Yard |
Delivery of potable water to customers in areas where water supply has been interrupted. | 12 Hours | Roads Yard |
Delivery of Water Bowser to residential areas where water supply is intermittent. | 12 Hours | Roads Yard |
Backfilling of trenches/excavations/ in road ways and on verges due to emergency work | 2-3 Day | City Centre Main Work shops |
Waste Water Tank Services: Conservancy/Septic tank emptying, unprogrammed. | 2-3 Days | Roads Yard |
Physical Waste Water connection Installations | 14 Days | Roads Yard |
Inspection of new Waste Water Installation | 2 Days | Housing offices |
Approval/referral of building plans with respect to sewerage disposal. | 3 Days from the time of sign in to the department from the building inspectors | Tower Block |
Attendance to sewer overflows/blockages/smells/damage |
8 Hours for critical cases 48 hours for non-critical cases |
Workshops |
Attendance to Private Blockages on private property | 2-3 Days | Work shops |
Water and Waste Water Works
Service / Service Product | Service Level Standards | Location |
---|---|---|
Drinking water treatment quality | Standards Association of Zimbabwe(SAZ), Standard 560:1997 |
Call Center, Criterion Lab Tower Block |
Waste water treatment quality | Statutory Instrument 6 of 2007, Environmental Management Association (EMA) |
Call Center, Criterion Lab Tower Block |
Emergency response time to site | 4 Hours |
Call Center, Criterion Lab Tower Block |
Non-emergency response time to sit | 24 Hours |
Call Center, Criterion Lab Tower Block |