Customer Services Department

One of the key and major departments at JWU. It is a main  revenue collector and has a core role in dealing with customers and representing the image of JWU for the outside community.

The department consists of two main Divisions:

Billing and Collections Division: which is subdivided into:

1. Reading and Billing Section:
2. Reading and billing (about 63,000 bills) for all JWU subscribers;
3. Controlling and monitoring Subscribers’ consumptions
4. Plays a basic role in customer Services Department Using advanced billing technology

1. Collection Section:
2. Follow up subscribers’ financial receivables including government, refugee camps, senior subscribers & VIP subscribers
3. The Section is also responsible for settlements, which is a key tool in dealing with subscribers’ issues through:

• lawsuits against subscribers with regards to debt collection, promissory notes and violations;
• assessing legal consultants performance through regular and annual reports
• Receiving and tackling subscribers’ issues.

1. Complaints Section:

The section receives subscribers complains, inquires and recommendations then responds to it in a professional manner, through:

• Phone calls, field visits; personal Follow up and professional tests.
• Notify subscribers before JWU proceeding in legal procedures.

Maintenance and Follow-up Division:

A vital division, which tackles meter maintenance. It consists of two sections:

1. Maintenance Section

The main duties of this section are the following:

• Meter maintenance and testing in a regular manner & when needed.
• Meter On site testing on a regular bases & when needed
• Update subscribers’ data on the billing system.

1. Inspection Section

The main duties of this section are the following:

• Field follow up for disconnected meters
• disconnect water Service to avoid water unauthorized consumption
• Documenting violations through field visits
• Make settlements with violating subscribers.