Customer Charter

CUSTOMER CHARTER 1

Striving for a Better Environment
SEPTEMBER 2020

Our Vision Our Mission 1222
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To equip Mauritius with state- of-the-art sewerage
system so as to preserve public health and ensure a  To protect water and the marine
sustainable and clean environment for maintaining the environment of Mauritius.
island’s reputation as a dream destination.
To protect our water bodies and the environment for  To provide an excellent quality of wastewater
future generations. services for residential and business customers.

Our Objective  To achieve financial sustainability.
To connect 50% of the population to the public  To forge a reliable partnership with all

wastewater network by year 2030 stakeholders sensitive to the cause of the
The Wastewater Management Authority (WMA), environment.
established as a corporate body under WMA Act, 2000 is
This Charter enlists our objectives for enhancing WMA a parastatal body. Our Core Values
services to meet the expectations of our stakeholders. It operates under the aegis of the Ministry of Energy and
Public Utilities (MEPU) and was set up in 2001.  Caring for our environment, our water
It elaborates on our endeavour to provide quality The Authority is responsible for all matters relating to the resources and our people.
services and our commitment towards a sustainable collection, treatment and disposal of wastewater and for
environment. implementation of wastewater projects.  Providing excellent customer service.
 Exercising probity, honesty and diligence in

carrying out our activities.
 Enhancing knowledge and innovation through

organizational learning.
 Creating a conducive work environment and

motivating our human capital.

Our Communication Strategies Our Key Stakeholders! Our Services 1333
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Understanding and prioritizing the needs of Members of the public 1. Project management: implementing wastewater
customers Industries projects which include construction of sewer
Wastewater carriers network, wastewater treatment plants and
Setting the parameters for an optimal Private Sector pumping stations
responsiveness Charitable Institutions
Development Partners 2. House Connection: connecting public, private,
Delivering excellent customer service for religious, commercial and industrial premises to the
resolving complaints Government wastewater network

Demonstrating consideration and Our Complaint Protocol 3. Operations & Maintenance: maintenance of the
proactiveness through: public sewer network
 Complaints are registered via telephone,
Effective use of e-platform for complaints handling. hotline, face to face, letter, fax, e-mail, WMA 4. Building and Land Use Permit: clearance for
Real time communication through telephone, emails, website and Citizen Support Portal. Building and Land Use Permit via local authorities
to applicant prior to the construction of
fax, website.  Complaints are allocated an ID number, residential/commercial buildings
Awareness campaigns, workshops, digital and print channelled to the respective departments and
Sub Offices for monitoring and corrective 5. Notary Clearance: issuing of Notary Clearance
media. actions. on acquisition or sale of a property

 Follow-up is ensured until feedback is 6. Industrial Effluent Discharge Permit (IDP) and
received and communicated to customers. Disposal of Expired Products: issuing of IDP to
industries for disposal of effluent in the public
 Queries are responded promptly. sewer
 Cases which are likely to have a severe impact
7. Morcellement Permit: processing of applications
on the environment are attended to on an for morcellement permits
emergency basis.
8. Private Wastewater Carrier: licensing of private
Complaint Handling wastewater carriers

Complaints are treated within a duration of 48 hours as from registration of 9. EIP/PER: conveying our views after assessment
the complaint. Depending on the nature of the complaint, additional time may on EIA/PER

be required for cases which need further investigation or which are not 10. Hotels/Private Wastewater Treatment Plants:
feasible technically. ensuring treated effluents used for irrigation
purposes meet the required environmental norms

Our Application Procedures 1444
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Applications Understanding and prioritizinRgetlehveannteDeodcsumofecnutss(tpohmoteorcso.pies) Estimated Duration

House Connection Applicant ID Card 1 month
(subject to Technical feasibility)
(1st connection: Free of charge) CWA Invoice
5 working days
Clearances for Building Permits via the Local Authorities Title Deed
15 working days
Setting the parameters fSoitre/aLoncaotiopntPimlanal
5 working days
Building Permit (optional) 30 working days

responsiveneAsgrse.ement Papers (if any)
Applicant ID Card

1 set of architectural drawings

Submissions should be complete and compliant pursuant to the Guidelines for Site/ Location Plan
obtaining a clearanDceefrloimveWrMinAgfoer xBuciledlinlegnantdcLuansdtoUmse ePerrmseit ravppicliceatfiorno, mwhicrhegisterinSgewoerf LcaoyomutpPllaani/nDtsetatiols osfuwbamsteiwsastieorndisopofsfael esydstbemack.
is available on the WMA’s website: wmamauritius.mu Agreement Papers (if any)

Title Deed

Permits for wastewater carriers Applicant ID Card

Registration fee: Rs 15 000 Registration Book (Horse Power)

Yearly Renewal Fee: Rs 10 000 Fitness Test Certificate

Security Deposit (depending on Tank Capacity) Public/Private Carrier License

Notary Clearances for sale of property Applicant ID Card
CWA Invoice
(Free of charge) Site/Location Plan
Municipality Clearance
License for Discharge of Industrial Effluent
(First application fee: Rs 10 000: Valid for 1 year, Dully filled Application Form is available on the WMA’s website: wmamauritius.mu
Renewal fee: Rs 7500 annually) CWA Bill (last 3 months)
Effluent Analysis Certificate (if applicable)
(Regulations 2004 have been replaced by Wastewater Regulations 2019 with effect from 1 January 2020) Receipts of carting away (if applicable)

Wastewater Clearance with regards to application for Morcellement permit Application be made at the Ministry of Housing & Land Within 4 weeks of effective date
Application Form, Development Permit Form, Guidelines, Notice Appeal,
*payable: (depending on the number of lots) Site Notification and Certificate of Notification can be downloaded from the
Ministry’s website: http//housing.govmu.org
Applicant ID Card
Title Deed

Attending site visits convened by private developers Letter from Promoter 5 working days
Site/ Location Plan
(Minimum fee Rs 1000 is applicable) WMA to be notified 2 weeks before witnessing test
Letter/Email from Promoter Depending on request
Witnessing of percolation test
Request from Promoter
(Rs 700 per test)

Laboratory testing services

Information on services, as applicable, are available on our website http://wmamauritius.mu and at the Public Relations and Customer Care Department, 3rd floor, WMA Head Office, Port Louis.
WMA will strive to process and deliver the above within the stated timeframe

Our Billing Procedures Direct Debit/ Standing Order/ 1555
Cheques/ Online Banking 4
Wastewater charges are calculated on the
volume of water consumed on a monthly basis. The WMA tariffs are as follows: For Direct Debit, contact your respective
bank for necessary procedures.
Your wastewater charges will appear on the
CWA Bill. Living Quarter Fees (Rs) Customers must insert their Account
Free of charge Number.
Payment may be effected at: (a) Consuming 6 m3 or less on first
 The Cashier’s Office, 3rd floor, WMA Head living quarter 55.00 per month
Office, Port Louis
 Any CWA Cash Office (b) Consuming 6 m3 or less on second 55.00 per month
 Any Branch of the Mauritius Post or subsequent living quarter
7.50 per (m3)
(c) Above 6 m3 up to 10 m3 9.00 per (m3)
20.00 per (m3)
(d) Consuming above 10 (m3) 45.00 per (m3)

i) First 10 (m3) Fees (Rs)
27.00 (m3)
ii) 11-20 (m3) 27.00 (m3)

iii) 21-50 (m3) 270.00 per month

iv) 51 (m3)

Business Premises

(i) For water supplied by the CWA

For ground water abstracted
ii)
(b) Minimum fee

If no payment is effected within 21 days, a surcharge of 10% is
applicable.

TIPS FOR PROPER USAGE OF THE WASTEWATER SYSTEM 1666
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DO’S DON’TS

 The maintenance of the sewers in your premises is under X Do not allow rainwater into the sewers. Divert rainwater

your responsibility away to properly constructed soak away

 Check your plumbing system to eliminate leaks as this X Do not flush foreign objects into the sewers through toilets,

could contaminate the environment sinks and baths

 All domestic sewers should be properly installed by X Do not pour oil and grease down the sink
competent person

 Provide precise information about any wastewater X Do not discharge detritus and disinfectant as this may result

problem encountered in additional maintenance

 Ensure that the sewers in your premises is easily X Do not construct on and do not obstruct sewers
accessible

 Inform the WMA if your premises is connected and not X Do not obstruct manhole covers found in your premises with

being billed slabs, tiles, bricks and asphalt

Our Contacts 1777
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Our Sub-offices:
Location Telephone
Address
Port Louis 212 2150/ 208 1194/208 4956
Beau Bassin Caudan Round About, Port Louis 464 1056 / 464 1057/ 454 3341
Curepipe Pope Hennessy St, Beau Bassin 676 2650/ 676 3052
Laboratory Relocated to Beau Bassin 466 1228 / 466 7131
WMA Laboratory Reduit

WMA HEAD OFFICE
The Celicourt, Celicourt Antelme Street, Port Louis

Tel: 206 3000 Fax: 211 7007 Hotline: 800 1300
Website: wmamauritius.mu Email: [email protected]

Ensam nu protez nu lenvironment