Services Guide 2018 - ajmansewerage.ae · Table of Contents Chairman Message Corporate Strategy Our...

Services Guide 2018E: [email protected]

T: +971 (0)6 714 8888 | F: +971 (0)6 714 8889

Services Guide2018First Edition

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Table of Contents

Chairman Message

Corporate Strategy

Our Strategic Objectives

Customer Happiness Charter

OUR SERVICES

Move-in (Tenant Registration)

Move-out (Service Termination)

Owner No Objection Certificate (NOC)

Tenant No Objection Certificate (NOC)

Refund

WWPR

Social Case Committee Decision

Payment Facilities

Bill Payment

Bill Enquiry

Complaints and Suggestions

Customer Information Update

Service Charges

Customer Happiness Centres Locations and Timings

Bill Payment Channels

Our Payment Partners

Facilities Available for People of Determination

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6-7

8-9

10-11

14-15

16-17

18-19

20-21

22-23

24-25

26-27

28-29

30-31

32-33

34-35

36-37

38-45

46-47

48

49

50-51

Customer Service Guide 2018 | 1st Edition

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Ajman Sewerage | Bring Water to Life

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Chairman Message

As a strategic partnership between the Government of

Ajman and two international water treatment experts

- BESIX and Veolia -Ajman Sewerage (ASPCL) is a

company dedicated to serve the needs of the people

of Ajman.

On a daily basis, more than 400,000 people who live

and work in Ajman benefit from the sewerage system

service. To deliver on this sustainability in future, we

endeavor to continuously improve our citizens’ overall

quality of life while protecting the public health and

the environment.

During 2017, we launched Ajman Sewerage 2.0 that

includes an investment plan of AED 600 million,

designed to improve Ajman Sewerage system, enhance

its service management and focus on by-products

valorization. As a result, the sewage system in the

Emirate is expected to double its capacity with more

than 600 km of pipelines and 30 additional pumping

stations. This new phase will allow 100,000 additional

people to benefit in Ajman from one of the most

modern sewerage infrastructures in the Middle East.

Ajman Sewerage is fully committed to the

development of a sustainable and modern sewerage

system, which are in line with the preservation of our

environment for future generations.

Moving forward, we have a considerable amount

of expansion on the horizon, which will continue to

grow alongside our strategies to boost the customer

experience for the community of Ajman.

H.H. Sheikh Rashid bin Humaid Al Nuaimi

Chairman, Ajman Sewerage (Private) Company Limited


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Corporate StrategyVISION

A sustainable and modern Emirate thanks to leading water treatment

technologies for the benefit of all.

MISSION

Be the leading and most respected local utility in Ajman, committed to

the happiness of our stakeholders, fostering Ajman’s vision by constantly

providing best and innovative practices, leading-edge water treatment

services to the community, and thereby revitalize and support its resources

sustainability and enhance its environment through a responsible and

effective partnership.

VALUES

• Stakeholder Happiness

• Operational Excellence

• Customer Focus

• Innovation

• Sustainability

• Environmental Preservation


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Our Strategic Objectives


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Customer Happiness Charter Ajman Sewerage Company strives to be innovative and provide the best services to its customers at all times. This is

applied through adopting a comprehensive customer service approach which allows us to establish an outstanding

customer experience focused on meeting and balancing the needs of our various customer segments.

This customer happiness charter has been developed to set the service quality standards that our customers

would expect while dealing with Ajman Sewerage Company through the various available delivery channels and it

comprises the following:

OUR COMMITMENT TO YOU

• We will treat you with courtesy, respect and a

smile

• You will receive high standards and fair service

• We will cater to your needs professionally and to

the best of our ability

• We will provide our services through a helpful and

qualified team that is able to understand and

answer your questions right away

• We will provide you with service requirements,

realistic expectations and completion times for

each service

• You will be attended to in a timely manner

• We will reduce the number of steps required

to complete a service in the easiest and most

efficient manner

• We will provide you with accurate information

and error-free service

• We will provide you with a multi-channel service

and methods of payment and ensure we serve at

your convenience

• We welcome your feedbacks and suggestions to

serve you better

• We are committed towards the privacy of your

information and data


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YOUR COMMITMENT TO US

• Appreciate the efforts of our employees at your service and treat them with mutual respect

• Provide identification documents when requested

• Provide the supporting documents required to complete a service

• Inform us immediately of any changes to information provided, or in case of error

• Inform us immediately of any changes that may affect our service provision

• Respond in a timely manner to queries from our employees to ensure timely and excellent service

TELEPHONE

Call Center – +971 (06) 714 8888

Sunday to Thursday, 8:00AM - 5:00PM

EMAIL

[email protected]

MAIL

P.O. Box 4686, Ajman, UAE

CUSTOMER HAPPINESS CENTERS

For more information about the timings and locations of our Centers,

please refer to page nos. 46-47

YOU CAN CONTACT US DIRECTLY THROUGH THE FOLLOWING CHANNELS:


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Our Services


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Move-in (Tenant Registration)The below table explains the application type, requirements and services delivered for every tenant registration:

Service Description

Tenant’s new account registration as a user for the property,

activate sewerage services and record customer information

in the system database, to enable receive monthly bill thru

email and SMS (if the email address and the mobile number

are provided)

Package N/A

Service Category Subsidiary

Service Type Procedural

Service Requirement• Property must be occupied by the Tenant

• Tenant to register and open new account prior to move-in; failure to

register will result in continued billing of service to Owner’s account

Documents Requirements• Valid Tenancy Contract – At least one month duration

• Tenant Registration Form

• Emirates ID


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Service Limitations

• Service applied only for Tenant

• Valid Tenancy Contract – At least one month duration

• Application will not be proceeded if the Tenant Emirates ID expired /

no proof of renewal application

• Application will not be processed if the property is vacant

Service Delivery Channels• Customer Happiness Centers

• Ajman Sewerage Website

• Ajman Sewerage Smart App

Number of Steps / Duration• 2 steps / 25 minutes through Customer Happiness Centers

• Instant through Ajman Sewerage Website and Ajman Sewerage

Smart App

Customer Segment• Residential

• Commercial

• Industrial

Service Fees Free of Charge

Service Application Timing • 24/7 through Ajman Sewerage Website and Smart App

• Customer Happiness Centers (refer to page nos. 46-47)


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Move-out (Service Termination)The below table explains the application type, requirements and services delivered for every termination of service:

Service Description

Obtaining Clearance Certificate after paying-off due

amounts, closing an account while/after leaving the

property

Package N/A



Service Requirement• Property to be vacated by the Tenant

• Authorization letter duly signed by the registered Tenant

Documents Requirements

• Service termination form signed by the Landlord or stamped by Real

Estate Office

• Tenancy Contract Copy

• Valid Owner Emirates ID Copy (if the termination form is signed by

the Landlord)

• Tenant Valid Emirates ID

• Only the Tenant in person / his Authorized Representative can apply

for service termination


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Service Integration with

Other Services N/A

Service Limitations

• Tenant should submit the service termination request by himself /

his Authorized Representative

• Service termination to be done only while/after vacating the

property.

• Valid Emirates ID / renewal application proof of existence




Number of Steps / Duration • 2 steps / 25 minutes through the Customer Happiness Centers

• Instant through Ajman Sewerage Website and Smart App

Customer Segment

• Residential

• Commercial

• Industrial

• Government

Service Fees AED 10.5 NOC charges (VAT included)

Service Application Timing • 24/7 through Ajman Sewerage Website, Ajman Sewerage Smart App



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Owner No Objection Certificate (NOC)The below table explains the application type, requirements and services delivered for every No Objection

Certificate (NOC) application:

Service Description

Certificate obtained after verifying availability of Ajman Sewerage Network

asset on site area, to be applied either by the Property Owner, Contractor

or Consultant along with the readied Wastewater Planning Review (WWPR)

document

Package N/A



Service RequirementAll outstanding payments for the Service and Connection Fees must be

cleared by the Owner

Documents Requirements • Valid Owner ID

• Site Map


Other Services N/A


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Service LimitationsOnly the Owner / his Authorized Representative can request

the Owner NOC

Service Delivery Channels• Ajman Sewerage VIP Customers Happiness Center

• Ajman Sewerage Service Counter at Land & Property Department

• Ajman Sewerage Website or Mobile App

Number of Steps / Duration

• 2 steps / 10 minutes through Ajman Sewerage VIP Customers

Happiness Center

• 2 steps / 15 minutes through Ajman Sewerage Service Counter at

Land & Property Department

• 4-5 working days

Customer Segment

• Owners

• Contractors

• Real Estate Agents

• Investors

Service Fees AED 10.5 NOC charges (VAT included)

Service Application Timing • Ajman Sewerage Website and Mobile App 24/7


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Service Description

Tenancy Contract to be validated by Ajman Sewerage by rubber stamping

after clearing due amounts on account to be further attested from Ajman

Municipality

Package N/A



Service Requirement Property must be occupied by the Tenant

Documents Requirements• Pre-tenancy Contract form signed by both Tenant and Owner

• Tenant Emirates ID

• Tenant Registration Form


Other Services N/A


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Tenant No Objection Certificate (NOC)The below table explains the application type, requirements and services delivered for every application for tenancy

contract attestation:

Service Limitations

• Service applied only for Tenant

• Application will not be proceeded if there is any correction done on

the pre – tenancy contract form

• Application will not be proceeded if the tenant emirates ID is expired



• Ajman Sewerage Mobile App


• 25 minutes through Ajman Sewerage Customer Happiness Centers


Mobile App


Customer Segment• Residential

• Commercial

• Industrial

Service Fees AED 21 will be charged as NOC fee ( VAT included )

Service Application Timing • 24/7 through Ajman Sewerage Website and Mobile App



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RefundThe below table explains the application type, requirements and services delivered for refunds:

Service Description Customer requests to refund his excess credit in the system database

Package N/A

Service Category Complementary


Service Requirement

• In case of the Service Charge excess or deposit, the Tenant must

obtain service termination

• In case of connection fees excess credit, there should be no future

connection fees installments

• Authorization letter duly signed by the registered Tenant


• Service charge excess credit or deposit

• If the Tenant is not registered, the submission of the original

payment receipt is mandatory

• Connection fees excess credit

• Owner must request the refund by himself / his Authorized

Representative


Other Services N/A


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Service Limitations

• Owner should not have connection fees due on the properties

belonging to him and no future connection fees installments are

pending for billing

• The Tenant must collect the refunded amount personally / his

Authorized Representative

• If the refund amount is below AED 1,500 - Instant Cash Refund

• If the refund amount is above AED 1,500 - 4-5 working days

Service Delivery Channels Customer Happiness Centers

Number of Steps / Duration 2 steps / 25 minutes through the Customer Happiness Centers

Customer Segment

• Residential

• Commercial

• Industrial

• Government


Service Application Timing Customer Happiness Centers (refer to page no. XXX)


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Service DescriptionAssessment for the appropriateness of a Wastewater Discharge Plan for a

New Property or a Changed Property with the Ajman Sewerage Network

Package N/A

Service Category Main Service


Service Requirement • Property is within Ajman boundary


• Site Map

Floor Plan

• Valid Emirates ID

• Property Details (number of floors, flats, shops, etc

• Property Demolition Letter, if the new development takes place on

an existing/to be demolished property


Other Services N/A

Service Limitations

The application will not be proceeded if

• The plot site map doesn’t contain the Parcel ID

• Any of the floor plan details is missed in the application

• Owner Emirates ID is expired

WWPR


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Service Delivery Channels VIP Customer Happiness Center


• 2 steps / 15 minutes for application submission, review and

processing fees collection


• 15 minutes for billing the connection fees, collect payment and

stamp the approval on floor plan

Customer Segment

• Engineering/Consultants Offices

• Contractors


• Investors

Service Fees

• Residential and Commercial: AED425

• Residential and office: AED400

• Large Commercial: AED550

• Medium Commercial: AED400

• Small Commercial: AED375

Service Application Timing VIP Customer Happiness Center (refer to page no. 46)


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Service Description

As part of its social responsibility, Ajman Sewerage strive to contribute

in relieving some of the social cases customers’ from paying their due

connection fees

Package N/A


Service Type Social

Service Requirement Ajman UAE Nationals only with a valid social case.


• Site map

• Spouse death Certificate for widows

• Social Welfare Certificate

• Salary Certificate

• Khulasat Al Qaid

• Liability Letter (if any)

• Owner’s Emirates ID

• Passport Copy


Other Services N/A

Social Case Committee Decision


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Service LimitationsApplication will not be processed if the debtor is a non-Ajman UAE

National

Service Delivery Channels VIP Customer Happiness Center


Document Submission: 13 minutes for collection and verification of the

documents.

Decision: The Committee meets twice a year (June and December)

Customer Segment Ajman UAE National


Service Application Timing Happiness Centers (refer to page nos 46-47)


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Service Description Offering payment plan services through installments to debtors

Package N/A



Service Requirement • Payment plans are made in postdated cheques

• Minimum due amount to be scheduled is AED 2,000

Documents Requirements• Account ID or Premise ID

• Bank Account Statement

• Owner Emirates ID


Other Services N/A

Service Limitations

Application will not be processed if:

• The customer has previous bounced cheque history

• Bank account statement is not available

• If the due amount is less than AED 2,000

Payment Facilities


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Service Delivery Channels VIP Customers Happiness Center

Number of Steps / Duration 16 minutes through VIP Customers Happiness Center

Customer Segment

• Engineering/Consultant offices

• Owners

• Tenants

• Contractors


• Investors


Service Application TimingService available at all Customers Happiness Service Centers (refer to page

nos. 46-47)


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Service DescriptionMonthly bill statement detailing customer information, consumption

amount, payment channels and service guarantee due date

Package N/A



Service Requirement Tenant to provide Account Number or Sewerage ID


If the payment by cheque

• Personal Cheque : Valid Emirates ID Copy

• Company Cheque : Valid Trade License Copy


Other Services N/A

Service Limitations• If the customer has previous bounced cheque history cheque will not

be accepted

• Cheque with less than AED 1,000 will not be accepted


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Bill Payment The below table explains the requirements, procedure and services delivered for all bill payments:

Service Delivery Channels

• Customer Happiness Centers


• Mobile App

• MBME

• NT Payment

• Emirates NBD CDM`s – ATM `s

• Ajman Bank

• Dubai Islamic Bank

• Al Ansari Exchange

• UAE Exchange


• 2 steps / 25 minutes through Ajman Sewerage Customer Happiness

Centers


Mobile App

Customer Segment

• Residential

• Commercial

• Industrial

• Government

Service Fees Refer to page nos. 38-45

Service Application Timing

• 24/7 through Ajman Sewerage Website, Ajman Sewerage Smart

App,


• Partners (refer to page no. 49)


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Bill Enquiry

The below table explains the requirements, procedure and services delivered for all bill enquiries:

Service Description

Bill query-related feature available to all payment channels referring to the

past records, payments or any other entries relating to Ajman Sewerage

account, connection and service charges

Package N/A


Service Type Informational

Service Requirement Tenant to provide Account Number or Sewerage ID

Documents Requirements Emirates ID


Other Services N/A

Service LimitationsOnly the Owner or Authorized Representative can enquire about the

connection fees

Service Delivery Channels • Customer Happiness Centers

• Ajman Sewerage Contact Center


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Number of Steps / Duration• 2 steps / 25 minutes through Ajman Sewerage Customer Happiness

Centers

• 10 minutes through Ajman Sewerage Contact Center

Customer Segment

• Residential

• Commercial

• Industrial

• Government


Service Application Timing • Customer Happiness Centers (refer to page nos. 46-47)

• Ajman Sewerage Contact Center (refer to page no. 11)

90 AED


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Complaints and SuggestionsWe care about your experience with us as well as your feedback. The below table explains the process for

any complaints or suggestions:

Service Description

Customers can submit their complaints and feedback to Ajman Sewerage

services wherein we provide an adaptable templates available on different

channels to a more effective,

resolution-focused complaint system

Package N/A



Service Requirement Customer should provide the Account number or Sewerage ID

Documents Requirements N/A

I want to provide a request

Go ahead!


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Other Services N/A

Service Limitations Unavailability of Sewerage ID or Account ID

Service Delivery Channels

• Customer Happiness Centers



• Ajman Sewerage Contact Center

Number of Steps / Duration A resolution will be provided within 3-4 working days

Customer Segment

• Residential

• Commercial

• Industrial

• Government


Service Application Timing• 24/7 through Ajman Sewerage Website, Ajman Sewerage Smart App

• Customer Happiness Centers (refer to page no. 46-47)

• Ajman Sewerage Contact Center (refer to page no. 11)


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Visit our website and login to your account to

access your profile. Within a few clicks, change your

information in an instant.

Head over to any of our five Customer Service Centres

located in Ajman and speak to one of our representatives to

update your information.

Available for both Android and IOS devices, download

our app, login to your account and change your

personal information instantly.


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Customer Information UpdateThere are three ways to change your personal details.

1 Customer Service Center

2 Website

3 Mobile App


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Mobile phone usage in the UAE increased to 228.3 phones per 100 people in the first quarter of 2017, according to statistics issued by the Telecommunications Regulatory Authority (TRA).

For every property type, there is a different service charge required to deliver our

services. For information on your own property type, refer to our table to determine

your monthly service charge.

Service Charges


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Property Category Property Description Monthly Services Charges (AED)

Residential Apartments

1 Bedroom 100.77

2 Bedrooms 111.317

3 Bedrooms 117.177

4 Bedrooms 123.038

5+ Bedrooms 128.898

Penthouse 128.898

Arabic Houses

1 or 2 Bedrooms 111.317

3 Bedrooms 123.038

4 Bedrooms 128.898

5 Bedrooms 134.759

6+ Bedrooms 140.608

Council Houses

1 Floor 105.456

2 Floors 123.038

Villa

1 Floor 134.759

2 Floors 292.949

3+ Floors 351.532


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Banks Building-Owned or Lessee-Owned by the License Bank 3,515.317

Bakeries

Large (Selling Bread, Sweets & Snacks) 410.126

Medium (Selling Bread, Sweets) 322.240

Small (Selling Bread Only) 128.898

Clubs

Cultural Clubs 128.898

Health Clubs 699.015

Social Clubs 699.015

Sport Clubs 699.015

Sport Clubs with Separate Playground or Stadium 1,677.635

Compound Duplex Villas 98.136

Educational Institutions

Nursery 421.836

Elementary School 703.063

Intermediate School 843.672

High Institute 843.672

High School 1,054.595

College 2,460.722

University 11,717.723



Entertainment

Cinema 1,464.721

Theatre 1,464.721

Financial Institute

Building-Owned 1,757.658

Lessee-Owned 1,406.127

Office Buildings

Office Floor 500 Sqft (Per Sqft) 0.354

Office Floor 500-3,000 Sqft (Per Sqft) 0.430

Office Floor 3,000 Sqft (Per Sqft) 0.468

Hall Marriage Hall or Banquet Hall 2,109.190

Hospitals

Government Hospital (Per Bed) 33.553

Government Health Center or Clinic 559.212

Private Medical Center 732.355

Private Center or Clinic (Without Bed) 439.417

Private Hospital (Per Bed) 44.524

Hotels Per Room 70.304


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Industrial Institutions

Average Sized Factories ( Per Sqft) 0.078

Top 60 - Without Exceeding AED

11,020.36/Month11,184.235

Top 50 - Category 4 6,711.391

Top 50 - Category 5 5,592.826

Labour CampsWithout Exceeding AED 11,020.36/

Month (Per Sqft)0.254

Laundry

Laundry Company Using Water 1,687.354

Dry Cleaning Company 1,265.519

Laundry Not Using Water 32.424

Laundry Using Water 210.923

Petrol Station

Shop Within a Petrol Station Area 257.785

Car Wash-Polish Facility Not Within

a Petrol Station1,288.950

With Washing Facility 3,515.317

Without Washing Facility 1,827.963


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Restaurants

Cafeterias or Cafes Without Shisha 158.190

Cafeterias or Cafes With Shisha 281.228

Cafeteria or Restaurant in Hospital or

School93.746

Restaurant With Outdoor Seating 351.532

Restaurant Without Outdoor Seating 281.228

Restaurant or Cafeteria Without Shisha in

Hotel (Per Sqft)0.291

Restaurant or Cafeteria With Shisha in a

Hotel (Per Sqft)0.414

1 Door With Common Water Facilities 105.456

1 Door With No Water Facilities 30.949

1 Door With Owned Water Facilities 126.550


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Shop

2 Doors With Common Water Facilities 203.889

2 Doors With No Water Facilities 46.423

2 Doors With Owned Water Facilities 246.076

3 Doors With Common Water Facilities 316.380

3 Doors With No Water Facilities 61.897

3 Doors With Owned Water Facilities 365.590

4+ Doors With Common Water Facilities 421.836

4+ Doors With No Water Facilities 77.372

4+ Doors With Owned Water Facilities 478.081

Supermarket

Large Supermarket 30001/40000 Sqft 1,218.645

Medium Supermarket 15001/30000 Sqft 527.303

Small Supermarket up to 15000 Sqft 246.076

Hypermarket or Mega Mall 40001+ Sqft 2,812.254


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ShowroomWithout Exceeding AED 11,020.36/


WarehouseWithout Exceeding AED11,020.36/


Workshop

1 Door With Common Water

Facilities105.456



2 Doors With Common Water

Facilities187.481



3+ Doors With Common Water

Facilities246.076

3+ Door With No Water Facilities 51.581

3+ Door With Owned Water

Facilities363.253


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Customer Happiness CentersLocations and TimingsEither through our own Customer Service Centres or through strong partnerships with major institutions and

partners, monthly bills can be settled extremely easily, with minimal paperwork.

MAIN CUSTOMER HAPPINESS CENTER

Ground Floor, Al Zahra Building Block A, Mohammed

Salem Bu Khamis Street,

Liwara 1, Al Bustan, Ajman, UAE

VIP CUSTOMER HAPPINESS CENTER

6th Floor, Suite 605, Al Zahra Building Block B,

Mohammed Salem Bu Khamis Street,

Liwara 1, Al Bustan, Ajman, UAE

BRANCH CUSTOMER HAPPINESS CENTER

Ground Floor, Tahairi Building,

Sheikh Maktoum bin Rashid Street,

Al Rawdha 2, Ajman, UAE

LAND AND REAL ESTATE REGULATION

DEPARTMENT RENT DISPUTES COMMITTEE

WORKING HOURS

Sunday to Thursday: 8:00 AM – 7:00 PM

Saturday: 10:00 AM – 5:00 PM

WORKING HOURS


WORKING HOURS


WORKING HOURS



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Bill Payment Channels

Pay your monthly bill quick and easy with any of our three payment options:


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1 ePayment

2 Payment Partners

3 Customer Service Centers

With MBME and NT kiosks located all over the UAE and Ajman, pay your monthly

bill anywhere and anytime.

Pay your monthly bill online with our epayment system on our website. Simply log

in and settle your bill in a quick and convenient way. In addition, you can easily

settle your Ajman Sewerage bill online with Ajman Bank, Dubai Islamic Bank or

Emirates NBD.

Settle your monthly bill at any of our five customer service centres

located in Ajman.

Our Payment PartnersWe have a list of UAE partners that assist us in making your customer experience fast and

hassle-free. Our partners are:


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Facilities Available for People of Determination

This page provides information about how people of determination, i.e. people with special needs, are protected

and empowered through our services and facilities.


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