INDAH WATER KONSORTIUM SDN BHD

AN INTRODUCTION TO
CUSTOMER BILLING & COLLECTION
DEPARTMENT
May 2019

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CRD/2015
 AGENDA

1. CBCD Organizational Structure 7. Billing Tariff : Commercial

8. Billing Tariff : Domestic & Govt
2. Scope of Work
Quarters
3. Category of IWK Customers 9. Billing Tariff : Government
4. Definition of Customers Premises
5. Customers Database 10. Billing Tariff : Industrial
6. Customer Care Section Billing 11. Payment Modes
Enquiries 12. Joint Billing
13. Certifications Obtained

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CRD/2015
 INDAH WATER KONSORTIUM SDN. BHD
1. CBCD Organizational Structure
[211763-P]
CUSTOMER BILLING & COLLECTION DEPARTMENT

Head of Department
(General Manager)

Billing & Database & Billing,

Debt Recovery (ND) Field Services Debt Recovery (D)
Section Section & Customer Care
Section

Senior Manager Senior Manager Senior Manager

Manager Manager Manager Manager

Billing Debt Field Database Database Database Billing CCare

Execs Recovery Service (Central (Eastern (Northern /DR /QA
Supervisor Execs Region) Region) Region) Supervisor Sr. Execs
Execs Reps Supervisor Supervisor Supervisor Sr. Execs Execs
Sr. Execs Sr. Execs Sr. Execs Execs Reps
Execs. Execs. Execs.
Reps Reps Reps

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 2. Scope of Work
• Field Services Section
• Database Section
• Billing Section
• Customer Care Section

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3. Category of IWK Customers

Domestic &
Commercial
Government Quarters
Billed on monthly basis
Billed on 4 monthly basis
IWK CUSTOMERS
Government Premise Industrial
Billed on monthly basis Billed on monthly basis

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 4. Definition of Customers’ Category

DOMESTIC COMMERCIAL
Any premises built, Any premises used wholly or
constructed, adapted or partly for trade, business,
intended to be used for provision of services or
people facilities or any other activity
for profit or otherwise
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 Cont/- 4. Definition of Customers’
8. Definition of Customers’ Category Category

GOVERNMENT
Any premises owned or
occupied by the Federal
Government, State Government
and local authority. Divided into
premises and quarters
INDUSTRIAL
Any premises which the main
activity involves making,
altering, blending, ornamenting,
finishing for sale, use, transport,
delivery or disposal

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 5. Customer Database as at March 2019
5. Customer Database as at March 2019
Domestic
Commercial Industrial
Govt Quarters
Govt Premise

Connected:
Connected:
3,384,997 Connected:
333,006 Connected:
Septic: 5,553 Connected:
Septic: 139,926
22,800 Septic: 5,847
8,021 Septic:
TOTAL: 901 Septic:
TOTAL: 9,716
3,407,797 TOTAL: 9,766
341,027 TOTAL:
6,454 TOTAL:
149,642
15,613

Total Connected: 3,869,329 Total Septic: 51,204 Total Customers: 3,920,533

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 6. Customer Care Section Billing Enquiries
• Customer Care Section handle 41 types of billing enquiry
• The billing enquiries consist of Enquiry, Request and Complaints from customers
• The number of billing enquiries attended for the year 2015, 2016, 2017 and 2018 are as
below:
2015 2016 2017 2018

1. Enquiries 114,842 137,934 157,349 238,983

2. Requests 270,526 273,877 265,531 299,159
3. Complaints 2,520 1,963 629 674
Total 387,888 413,774 423,509 538,816

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 BASIC CHARGE
Min Max Monthly Charge (RM)
7. Billing Tariff: Commercial
Band Annual Value Annual
(RM) Value (RM) Connected Septic EXCESS CHARGE
1 - 2,000 8.00 7.00 Average Water
2 2,001 5,000 14.00 8.00 Excess Charge
Consumption
3 5,001 10,000 20.00 14.00
3 per m3 (RM)
4 10,001 20,000 26.00 19.00 per month (m )
5 20,001 30,000 29.00 21.00
6 30,001 40,000 32.00 23.00
100 or less No charge
7 40,001 50,000 35.00 25.00
Above 100 to 200
8 50,001 60,000 38.00 27.00
0.30
9 60,001 70,000 41.00 29.00
10 70,001 80,000 44.00 31.00
Above 200
11 80,001 90,000 47.00 33.00 0.45
12 90,001 100,000 50.00 35.00
13 100,001 200,000 180.00 120.00
14 200,001 400,000 495.00 330.00
15 400,001 600,000 522.00 348.00 BASIC EXCESS MONTHLY
16 600,001 800,000 1,980.00 1,320.00 CHARGE CHARGE CHARGE
17 800,001 1,000,000 2,160.00 1,440.00
18 1,000,001 3,000,000 4,320.00 2,880.00
19 3,000,001 5,000,000 8,800.00 5,400.00
20 5,000,001 7,000,000 9,200.00 6,000.00 10
CRD/2015
21 7,000,001 above 9,600.00 6,600.00
 8. Billing Tariff: Domestic & Government Quarters
DOMESTIC & GOVERNMENT QUARTERS
Basic Charge
Category / Description Connected Septic
(RM) (RM)
Low Cost premises & Government
2.00 2.00
Quarters class F, G, H and I
New Village / Kampung Baru / Estate 3.00 3.00
Domestic premises & Government
8.00 6.00
Quarters class A, B, C, D and E
Effective 2018, Upfront Payment has been imposed to domestic customers requesting for desludging services
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CRD/2015
 9. Billing Tariff: Government Premises
BASIC CHARGE EXCESS CHARGE
Monthly Charge (RM) Average Water
Excess Charge
Connected Septic Consumption per month 3
3 per m (RM)
(m )
40.00 25.00 100 or less No charge
Above 100 to 200 0.45
Above 200 0.95

BASIC MONTHLY
EXCESS
CHARGE CHARGE
CHARGE
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 10. Billing Tariff : Industrial
BASIC CHARGE
Monthly Charge (RM) per Employee
Connected Septic
2.50 2.00
(Minimum Charge of RM25) (Minimum Charge of RM20)

Headcount is declared
Declaration Industrial customers
by customers every 6 Form
without Headcount is
months through
billed based on
submission of
Commercial tariff
Declaration Forms

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CRD/2015
 11. Payment Modes
1. IWK Head Office, IWK Unit Offices & Urban Transformation Centre (UTC)
Cash, Cheque, Credit/Debt card, Postal/Money Order
2. Payment Over The Counter
Bank Simpanan Nasional (Cash), Public Bank (Cash & Cheque), Maybank (Cash & Cheques), Pos Malaysia
(Cash), IWK Unit Offices
3. Internet Banking
maybank2u.com.my/cimbclicks.com.my/mbfcards.com/rhb.com.my/pbebank.com/ambankgroup.com/
bankislam.com.my/hongleongconnect.com/mybsn.com.my/irakyat.com.my/Jompay
4. ATM Machine – Public Bank, Bank Simpanan Nasional, Ambank (Account Holder only)
5. MBf Call n Pay
6. Electronic Fund Transfer – Maybank Account Holder only
7. Auto Debit (Domestic customers only) – IWK Head Office, Unit Offices, UTC & Maybank branches
(Maybank cardholders)

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 12. Joint Billing

Implementation Benefits
Collection – Increase in collection
Pilot Joint Billing with Water
Ease of Payment – Hassle Free, single bill
Operator in Labuan
Improve Efficiency – Provide single point
of contact
The first joint bills were
Recourse – Disconnection of water supply
successfully issued in April
for non-payment
2016
Debt Recovery – Reduction in cost

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 13. Certifications Obtained
CBCD has obtained 2 certifications following the
International Organization of Standard (ISO)
requirements and guidelines in 2015 and 2016
respectively

ISO 10002:2014
ISO 9001:2008 Handling Customer
Quality Management Billing Complaints
System Management System
2015 2016

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