As we aspire to be become top 20 nations by 2050, issues in regards to water management are still plaguing Malaysians. The troublesome water disruptions, issues with water quality and water pressure and billing dispute have caused a never-ending cycle that disrupts our lives and livelihood.
A quick look into the Malaysian Water Industry Guide (MWIG) 2017 sees a staggering 1 million complaints across Malaysia in the year 2015 and 2016. Malaysian Water Forum (FAM) and National Consumer Complaints Centre (NCCC) also recorded complaints - ranging from water bill, supply disruption, customer service, rationing schedule, among others.
In addition to high number of consumer complaints, the high non - revenue and high domestic consumption (average at 209 litre) are among important issues that need to be addressed towards creating a sustainable water management and consumption in Malaysia.
While Ministry of Energy, Green Technology and Water (KeTTHA), National Water Services Commission (SPAN) and water operators are working towards in resolving the issues, there is much need to be done.
Communication plan to consumers must be improved. This is to ensure consumers receive accurate, complete and timely information. For example, during the recent disruption, FAM found information related to arrival time of water tankers is not given.
Utmost importance must be given to efforts that ease consumers' access to water during disruption. Therefore existing standard operating procedure (SOP) during water disruption - scheduled and unscheduled must be shared and made aware to the public.
A process must be established to receive and use feedback from stakeholders, including the public - to periodically improve the SOP. Stakeholders also should look into implementing best practices through standards in our water management and infrastructure that would benefit all.
For example, ISO 18925-1 & ISO 18925-2 standards help water operator's customer contact centre to enhance their service and fulfil consumer needs. Finally, continuous consumer education with bigger outreach needs to be executed to inform and create awareness among public on importance of their role to promote and achieve sustainable water management and consumption in Malaysia.
Access to water is a right of every Malaysian. We need to continuously improve our water management and create sustainable solutions with all stakeholders to ensure Malaysians have access to continuous, safe and reliable water supply.
By Sharvin A. Subramaniam,
Malaysian Water Forum (FAM)