At PUB, we prioritise customer service and recognise that, above all, we are a customer-service organisation.
We are working to improve our response times to customers’ requirements. However, our improvement will take time and an investment in training, systems and resources.
Currently, our estimated response times are listed below. We will update these times periodically as we believe improvements are possible. In the meantime, we will address complaints about delays if we exceed the stated times. We apologise for any inconvenience this may cause, but we emphasise that overall service improvements will take time. During this period, PUB will monitor and benchmark its performance through associations such as the Pacific Power Association (PPA) and the Pacific Water and Wastewater Association (PWWA), and will continue investing in enhancements to customer service.
Electricity
Meter, Voltage or Distribution Box Issue Up to 8 working days
Connections Up to 5 working days post payment
Leakages and pressure issues Up to 8 working days
Connections Up to 7 working days post payment
Sanitation
Overflow/Blockage Up to 4 working days
Connections Up to 7 working days post payment
Accounts / Billing
Errors and Adjustments Up to 5 working days
Reconciliations and other issues Up to 5 working days post payment
Some services may be unavailable while machinery is being repaired or replaced, and connections could be delayed if equipment (meters, boxes, transformers) are temporarily unavailable.
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