Customer Satisfaction

Customer Satisfaction

Customer Markets

Umgeni Water has the following markets for bulk water services (water and wastewater):

      • Umgeni Water’s operational area: for water services and other related activities,
      • Rest of KwaZulu-Natal: water services and other related activities,
      • South Africa: water services and other related activities on demand, and
      • Rest of Africa for knowledge management, networking and responding to bi-lateral agreements between South Africa and other countries.

The organisation’s bulk supply customers in its operational area are the eThekwini Metropolitan Municipality, iLembe District Municipality, Ugu District Municipality, Harry Gwala District Municipality, uMgungundlovu District Municipality, and Msunduzi Local Municipality.

A total of 440 million cubic metres of potable water per annum (1205 Ml/d) are currently supplied to customers (Figure 8.6) who serve a population of 6 million or 1.64 million households through reticulation networks. Treatment works’ capacities and utilisation are shown in Figure 8.7 (a) and (b) respectively. In the year there were no unplanned supply interruptions that exceeded 24 hours as per service level agreement.

The organisation currently treats bulk wastewater totalling 28 million cubic metres per annum (75 Ml/d). Wastewater treatment works’ capacities and utilisation are shown in Figure 8.7 (c) and (d) respectively.

Geographical Markets and customers

Umgeni Water has identified the following markets for growth of water services (water and wastewater) and water related services:

  1. KwaZulu-Natal: for water services and other related activities.
  2. South Africa: water services and other related activities on demand.
  3. Rest of Africa: knowledge management, networking, and responding to bi-lateral agreements between South Africa and other countries.

Within KwaZulu-Natal bulk water and wastewater services and/or water-related services will progressively be increased in customer areas:

  1. eThekwini Metropolitan Municipality
  2. Msunduzi Local Municipality
  3. iLembe District Municipality
  4. uMgungundlovu District Municipality
  5. Harry Gwala District Municipality
  6. Ugu District Municipality
  7. uThukela District Municipality
  8. Newcastle Local Municipality
  9. Amajuba District Municipality: Market Development (Demand-driven)
  10. uMzinyathi District Municipality: Market Development (Demand-driven)
  11. Kings Cetshwayo District Municipality: Market Development (Demand-driven)
  12. uMkhanyakude District Municipality: Market Development (Demand-driven)
  13. uMhlathuze Local Municipality: Market Development (Demand-driven)
  14. Zululand District Municipality: Market Development (Demand-driven)
  • Retain and grow
  • Retain and grow
  • Retain and grow
  • Retain and grow
  • Market penetration
  • Market penetration
  • Market development
  • Market Development (Demand-driven)
  • Market Development (Demand-driven)
  • Market Development (Demand-driven)
  • Market Development (Demand-driven)
  • Market Development (Demand-driven)
  • Market Development (Demand-driven)
  • Market Development (Demand-driven)


Bulk Supply Agreements

Bulk Supply Agreements are concluded to cover obligations of both Umgeni Water and its customers in  relation to water volumes, water quality, supply pressure, service interruption intervals, metering, tariff consultation, assurance of supply and capital infrastructure plans.

Signed agreements have been concluded with all customers. Of note, the long-outstanding long-term supply agreement was concluded and signed with Msunduzi Municipality in the 2012/2013 reporting year.

    1. Water demand projections are updated based on trends in historical water sales volumes and customer demand trends. In parallel, analysis of Umgeni Water’s bulk infrastructure and water works capacity in relation to demands highlight any infrastructure supply constraints or limitations on future growth that need to be responded to.

Figure 8.7: Water Treatment Works (a) Capacity, (b) Utilisation and Wastewater Treatment Works (c) Capacity and (d) Utilisation.




Supply Capacity and Constraints

Several works and waterworks as shown in Figure 9.4 (b and d) are currently operated above their design capacity to meet demands and both long and short-term interventions are in place to address these including major works capital upgrades, refurbishments, pipeline developments, utilisation of package plants (interim measure) and general operational and process upgrades to alleviate bottlenecks.

  • Mtwalume WTW: Operational and process enhancements will alleviate constraints. The load on the Mtwalume system will be shed to the South Coast Pipeline when the Pennington Link is completed by Ugu DM. The long-term solution to address the Mtwalume capacity constraints is the extension of the South Coast Pipeline and related system, which will coincide with the commissioning of the Lower uMkhomazi Bulk Water Supply Scheme in 2023.
  • Mhlabatshane System: A detailed feasibility study for Phase 2 (augmentation from the uMzimkhulu River) of this regional supply scheme has been completed and this project will now progress to the Detailed Design level.
  • Mgeni System – Lower uMkhomazi Bulk Water Supply Scheme: A detailed feasibility study has been completed on this project and a detailed design of the scheme will now be undertaken.
  • Hazelmere WTW: The Dam Wall Raising project is currently underway. This will increase the dam capacity from 17.18 million m3 to 36.1 million m3.
  • Maphumulo System: The upgrade the WTW from 6 Ml/d to 12 Ml/d is in progress. Construction is in progress and is expected to be complete by 2020. In the interim, a 3 Ml/day package plant has been installed to augment current production constraints.

Banking details

Please Note Umgeni Water’s new banking details below:

Click here Banking Details

Umgeni Water’s new bank account details are as follows:

All queries can be directed to Kajal Singh on 033 341 1505 or Chantel Kievit on 033 341 1030.

If any fraud is suspected, we would urge the caller to contact our Ethics line on
Free Call: 0800 864 463.

Free Fax: 0800 00 77 88
Free Post: KZN 138 Umhlanga Rocks, 4320