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The CITIZEN'S CHARTER is an ever evolving process. It will be revised
periodically on the basis of experiences, gained feedback and suggestions received
from citizens.

Chief Engineer (South),

Department of Water Supply & Sanitation,
Head Office, Nabha Road
Phone no: 0175-2212039


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Sr Item Page no.
1. Vision 3

2. Mission 3
3. Objectives 4

4. Stakeholders 5

5. Stakeholder Expectations 5

6. Functions 6
7. Service Standards 7

8. Water Tariff 8
9. Grievance Redressal 9-10
10. Organization Structure 11-18

11. List of Grievance 19-32

Redressal Officer at level
1 &2
12. Application forms 33-42

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Safe drinking water and improved sanitation for all, at all times, in rural areas of Punjab



To ensure that all rural household have access to and use safe drinking

water on sustainable basis and improved sanitation facilities by providing support

to village Gram Panchayat &Gram Panchayats Water Supply & Sanitation

committees in their endeavor to provide these basic facilities and services.

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1. To enable all Rural households have access to and use safe drinking water;

2. To enable GP & GPWSC communities to operate, maintain, monitor and keep

surveillance on their drinking water sources;

3. To enable all Rural households to have access to and use toilets;

4. To ensure all government schools and anganwadis to have functional toilets, urinals

and access to safe drinking water;

5. To provide enabling support and environment for Panchayati Raj Institutions and

local communities to manage their own drinking water sources and systems, and

sanitation in their villages;

6. To provide access to information through online reporting mechanism with

information placed in public domain to bring in transparency and informed decision


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Stake Holders

Department of water supply & sanitation is engaged for

providing safe drinking water and sanitation facilities to the rural masses
including water supply & toilet facility in rural Govt. Schools as such
Communities are the primary and most important stakeholders in the
provision of water supply and sanitation services. Given the current policy
focus on decentralization of these service, the following are critical
stakeholders who are supposed to be actively involved in the planning,
designing, implementation and management of these services:-
 Panchayati Raj Institutions (PRIs), particularly Gram Panchayats
(GPs), Gram Panchayat Water Supply Sanitation committee (GPWSC)
 Beneficiaries/ consumers

Stake Holder Expectations

 Good quality of water in adequate quantity
DWSS to ensure availability of potable water through existing
 Regular Services
DWSS to ensure regular working of existing structure / machinery
 Better management and disposal of problems
DWSS to set up a grievance redressal mechanism for immediate and
proper disposal of complaints
 Hygiene Improvement
DWSS to construct individual household latrines for sanitation services
 Overall Health Improvement
With the supply of potable water and improved sanitation facilities
overall health and hygiene of the rural masses will improve

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(i) Framing proposals to receive funds from the Centre and State Govt. for state
water supply and sanitation sector.
ii) Planning, implementation and monitoring of all programmes and schemes
for safe drinking water and sanitation in rural areas.
iii) Conduct periodic performance reviews of all schemes.
iv) Supporting R&D initiatives, IEC and HRD activities for all stakeholders in
drinking water and sanitation sector.
v) Providing support to District Administration& people in the wake of natural
calamities to mitigate drinking water and sanitation problems in rural areas.
vi) Building partnerships and synergizing efforts with other sector partners such
as health, rural development, organizations, NGOs, R&D institutions and
civil society in our common endeavour to ensure access to safe drinking
water and sanitation for rural communities.
vii) Framing proposals on behalf of the state in resource mobilization from
external funding agencies.
viii) Technical support to GPWSCS through seminars, interactions,
documentation of best practices and innovations.
ix) Provide inputs to other Departments for formulation of policies impacting
water and sanitation issues.
x) Recognizing and awarding Panchayats and organizations for excellent work
in rural sanitation.

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The service standards relating to citizen centric services of Department of
Water Supply & Sanitation are listed as under:
S.No. Citizen Centric Standards and Officer responsible
Services Timeline for the services
1. Making available Daily @ 70 Litres Per Executive Engineer
Drinking water supply Capita per Day
throughout the design
period of water supply

2. Approval of Private Water To be approved within 7 Sub-Divisional

Connection* days Engineer.
3. Providing Drinking Water a) Separate toilet for Education Department
and Toilet facility in Rural boys and girls Authorities at local
Government Schools. b) Drinking Water level i.e. Head Master
Supply @ 10 Litres / Principal etc.
Per Capita per Day
4. Provision of Drinking a) One toilet for kids Women and Child
Water and Toilets in b) Drinking Water Welfare Department
Anganwadies located in Supply @ 10 Litres Authorities at local
Government buildings. Per Capita per Day level i.e. Child
(Minimum) Development Project
Officer/ Supervisor
* This service is also being carried under RTS Act.

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Water Tariff

As per the notification issued by Punjab Government on dated 03.12.2002 the revised
tariff structured for the water supply is as below:

1. Tariff for rural water supply scheme and household drawing water from Public
Stand Post are as follows.

Monthly Tariff for private water Year connections
For normal Monthly Tariif for
Scheme For NABARD household drawing
designed @ Scheme designed @ water from stand
40lpcd 70 lpcd posts
1 2 3 4 5
1 2002-03 50 60 10
2 2003-04 50 60 10
3 2004-05 55 70 10
4 2005-06 55 75 15
5 onwards 60 75 15

2. Commercial Establishments;-
 The fat rate of Rs 200/- per month per water connection from a
commercial establishment/shop situated either inside the village on the
link roads.
 The flat rate of Rs 500/ per month per water connection from a
commercial establishment/shop situated on the National/State highway.

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Grievances Redressal

1. Consumers can lodge their complaints at toll free no.1800-180-2468 on 24*7

centralized public complaints redressal system known as Shikayat Nivaran Kendra.
The complaint registered on this toll free number are redress within stipulated time
period as shown in table below.
Complaint Nature of Complaint Maximum number
Code of days allowed for
redressal of
1 Failure of water supply due to electrical or 2
mechanical fault in the machinery
2 Failure of water supply due to absence of 1
3 Failure of water supply due to large scale 2
leakages in pipes
4 Failure of water supply due to bad quality of 2
5 Failure of water supply in some specific area, 3
may be due to uneven topography or some
other reasons
6 Others types of complaints may be due to non Redressal time may
laying of distribution system or insufficient differ according to
discharge of source situation.

2. The complaint/Quarries of any nature can also be registered on official website

of the department.(
3. Besides above any villager can also make a written complaint to the concerned
Sub-Divisional office or at Water Works of the villages as complaint registers
are maintained by field offices. The complaint is attended by the gravity of the
problem, Moreover complainant is also advised to register the same on SNK
Toll free number. In case of delay if any, the higher officer in hierarchy may
be contracted i.e. Executive Engineer of the area.

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4. Further, for proper redressal of the public grievances, the existing system of
complaint redressal at various levels is as under:-
Officer in-charge Nature of Complaint
Junior Engineer 1. Absenteeism of staff at water works
2. Leakage repair
3. Failure of water supply in some specific areas.
Sub Divisional 1. Above said complaints in case of non redressal by
concerned Junior Engineer in stipulated time.
2. Failure of Machinery
3. Major leakages repair in distribution network
4. Complaints & Quarries related to water tariff billing.
Executive Engineer 1. Above said complaints in case of non redressal by
concerned Sub Divisional Engineer in stipulated time.
2. Failure of Water source
3. Failure of Water supply due to bad quality of water.
4. Replacement of machinery
5. Major repair of structures / infrastructure
6. Augmentation / up gradation of water supply scheme
Superintending 1. Above said complaints in case of non redressal by
Engineer/ Chief
concerned Executive Engineer.
2. Arrangement of Funds
3. Quality of works being executed.
5. The list of concerned officials for redressal of complaints at Junior Engineer /
Sub Divisional Engineer / Executive Engineer level is enclosed as annexure.

6. Analysis and Prevention:- All the complaints registered on Toll Free number
are monitored on daily basis by each level officer regarding the status and
disposal of the same for the areas under their jurisdiction. The report on
specific issues, the suggestion and remedies for same are being reported to
government and action is taken accordingly, so that number of grievances of
past nature can be reduced.

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