0177-2650-680

Citizen’s Charter

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Services provided to Customers by SJPNL

S.N. Description of Services Requirements Charge(INR) Timelines
1
New Water Connection

For Owner/Tenants within Corporation Limit

  1. Completion/Sanction letter of building from M.C. Shimla.
  2. Tax clearance report from M.C. Shimla
  3. Proof of ownership of the building though revenue papers.Correct site plan on tracing cloth through licensed plumber duly signed by owner/tenants & plumber showing:
    • Name of nearby building, paths & roads.
    • Location & Dia of the mainline
    • Location & Dia of the branch line
    • The number of existing connections at the connection point.
  4. The number of water connections in the building with the name & A/C number.
  5. N.O.C of the owner in shape of an affidavit, in case of a tenant.
  6. ID Proof: Ration Card, Electricity Bill
a) New water connection fee

  • .5 (1/2)inch- Rs. 2,550/-
  • 1 inch- Rs.11000/-(one-inch pipes are laid in case of the supply of bulk water in governmental institution/societies on the request of government) and if a 2-inch pipe is required than rate will increase accordingly.
  • Charges of Rs. 5,550/- for a new connection in Commercial Complexes, Hotels, Constructions, Religious Places, Hospital& for outside M.C. limit.

b) Meter Security deposits in INR/Non-Refundable one connection time charges

  • Domestic Rs 2,550
  • Commercial Rs. 5,550 Meter Charges

c) Construction

  • Domestic (construction) Rs. 2,550
  • Commercial (construction) Rs. 5,550
  • Governmental Institution Rs. 11,000 (in case of one-inch pipe)

Rates (INR) for Water Services

A. For Domestic Water Connection

i) Within M.C. Limit

Limits
Rates in Rs.
0 to 20 Kilo Ltrs
14.50 per kilo ltr.
20 to 30 Kilo Ltrs
Rs. 25/- per kilo ltr.
Above 30 Kilo Ltrs.
45/- per kilo ltr.
Minimum Maintenance Charges/Plugged-
100/- per month.

ii) Outside M.C. Limit.

0-3 Kilo Ltrs.
0 (No minimum maintenance charges)
3 to 20 Kilo Ltrs
Rs. 33/- per Kilo Ltr.
20 to 30 Kilo Ltrs
Rs.50/- per Kilo Ltr.
Above 30 Kilo Ltrs.
Rs. 70/- per Kilo Ltr.
Minimum Maintenance Charges/Plugged-
200/- per month.
2 Months
For Allottee of Govt. or Semi Govt. Accommodation
  1. Copy of allotment letter in favor of the applicant from the competent authority if water connection is being transferred to another employee but in case of
  2. Fresh allotment, filled form(application), affidavit, site plan and Copy of allotment letter in favor of the applicant from the competent authority
Limits
Rates in Rs.
0 to 20 Kilo Ltrs
Rs. 14.50 per Kilo Ltr.
20 to 30 Kilo Ltrs
Rs. 25/- per kilo ltr.
Above 30 Kilo Ltrs.
Rs. 45/- per kilo ltr.
Minimum Maintenance Charges/Plugged-
Rs. 100/- per month.
Connection Applied by a Particular Govt. /Semi Govt. Contractor.
  1. Proof of award of work.
  2. Undertaking from the competent authority that in case of contractor fails to make the regular payments of water bills, the amount of water bill shall be recovered from the said contractor from his bill and payment will be made to SJPNL
B) Commercial Water Connections within & outside M.C. Limit:

LimitsRs
Rates in Rs.
Up to 20,000 Ltrs
Rs. 40/- Per Kilo Ltr.
Up to 30,000 Ltrs. Rs
62.90 Per Kilo Ltr.
30,000 Ltrs. to 75,000 Ltrs.
Rs. 83.60 Per Kilo Ltr.
Above 75,000 Ltrs.
Rs. 115 Per Kilo Ltr
In case of defective water meters
Rs. 5,845/- Per month
Minimum Maintenance Charges/Plugges-
Rs 200/- per month
For Buildings Outside Corporation Limit.
  1. Completion/Sanction letter of building from the competent authority.
  2. Proof of ownership of the building though revenue papers.
  3. Correct site plan on tracing cloth through licensed plumber duly signed by owner & plumber showing:
    • Name of nearby building, paths & roads.
  4. Location & Dia of the main line.
  5. Location & Dia of the branch line
  6. The number of existing connection at a connection point.
  7. N.O.C from the Nagar Panchayat /SADA, regarding the release of water connection.
  8. Affidavit by the applicant that water will be used for domestic use.
C) Exclusively for Commercial Establishment i.e. Hotel/Restaurants etc.

Limits
Rates in Rs.
0 to 30 Kilo Ltrs.
Rs 79.086- per Kilo Ltr.
30 to 75 Kilo Ltrs.
Rs. 106.50/-per Kilo Ltr.
Above 75 Kilo Ltrs.
Rs. 146.40/- per Kilo Ltr.
In the case of a defected water meter
Rs. 5,845 per month
Minimum Maintenance Charges/Plugges
Rs. 200/- per month

D) Building Construction Water Connection Within & Outside M.C. Limit.

  • Building Construction Connections Rs. 115/- per Kilo Ltrs.
  • In case Consumption is less than 8,000 Ltrs Rs. 1,064/- per month.
  • In the case of defected water meter Rs. 5,845 per month
  • Minimum Maintenance Charges/Plugged – Rs. 200/- per month.

E) Govt. Institution, Hospitals, Dharamshalas & Religious Places within & outside M.C. Limit:

  • Rate of Water Charges Rs. 63/-per kilo Ltrs.
  • Minimum Charges to be paid if consumption is less than 8,000 Ltrs. Rs. 532 per month
  • In the case of defected water meter Rs. 5,845 per month
  • Minimum Maintenance Charges/Plugged Rs. 200/-per month.

Note: Water Rates will be increased by 1% every year i.e. on the 1st day of April

2 Supply of Water by Tanker
  • Customer’s formal request acknowledged through payment for the service
  • Request made personally
  • Request through customer care/control room
  • 2,000 Ltrs. Capacity Tanker  Rs. 1,350 per tanker for commercial purposes.
  • 2,000 Ltrs. Capacity Tanker-INR-1,000/- per tanker for domestic use.
  • 4,000 Ltrs. Capacity Tanker Rs. 2,700/- per tanker for commercial use.
  • 6,000 Ltrs. Capacity Tanker Rs.4,050/-per tanker.
  • 6,000 Ltrs. Capacity Tanker Rs. 4050/- for domestic use.
  • 8,000 Ltrs. Capacity Tanker Rs.5400/-per tanker for a commercial user
  • 8,000 Ltrs. Capacity Tanker-Rs. 5400/- per tanker for domestic use.

Supply of Water Tanker for social causes will be free.

24 hrs.       (after receiving complaint)
METER READING AND BILLING
Meter reading
Meter Serving • Access/Visit
Installation Free
5,550
Monthly
7days
Meter Testing Access/Visit 50 24 hrs
Billing Cycle Automatic Free 30 days
Billing Enquiries Dial Free 1-24 hrs
Billing Query Resolution Account number/ Phone number
Email-id
Free On one billing cycle/30 days)
Final Billing Final bill be issued after correction Payment of final bill based on final readings after meter testing or based on the reading. 1-3 days

Note

  • Maintenance of meters will be done by consumer/customer
  • An immediate report in writing has to submit by consumer/customer to SJPNL regarding break down of meters.
  • The new meter will be installed within two months by SJPNL after getting a complaint from consumer/customer.
  • Water bill after installation of a meter will be charged on the last meter reading issued to the customer/consumer earlier.
  • If report regarding ill-functioning or theft of meter is not registered to SJPNL by customer/consumer then water bill will be charged on the highest meter reading of the last 6 month.
  • If the customer/consumer uses domestic water connection for other purposes then the tariff of domestic connection will be converted into construction/commercial tariff and the bill will be charged on the same basis. In addition to this penalty of Rs. 5,000/- will be imposed on customer/consumer for the misuse of water.
  • Only one connection will be allotted to the owner of building whereas meter for tenants will be installed separately after completing formalities of relevant documents along with the copy of rent deed.
  • A fee of Rs. 150 will be charged for re-connection of water.
  • A penalty of Rs. 5,000/- will be imposed on the customer/consumer if it is found in the on-site visit that water is being used by customer/consumer after requesting SJPNL for plugging of water connection.

User Charges/Payments Against Services delivery

S.N. Description of Services Requirements Charge(INR) Timelines
1 Re-connection on disconnection due to non-payment of bill On request/ mode of disconnection will be detected; Re-connection will be issued after a meeting. Rs. 150/- 1 day
2 Illegal connection-commercial, construction(fraud or dummy connection) Access/Site Visit Rs. 115/- per kilolitre 1 day
3 Illegal connection domestic-(fraud, dummy connection) Access/Site Visit Rs. 5,000/- and disconnection of water connection. 1 day
4 Disconnection of supply at the request of the customer Co-operation Free 1-5 days
5 Refund of security deposits Application for de-enrolment
  • Rs. 1,000/- will be refunded for allottee of government accommodation.
  • Non-refundable for other categories i.e. domestic, commercial
14 days
1 Sewer connection
  • Approved Map and Sanctioned letter of building.
  • Proof of water connection in the name of the applicant (water bill)
  • Prescribed Application form

Copies of

  • ID Proof.
  • Pin No.
  • Approval of construction by M.C. Shimla

Note

  • For a new building, water & sewerage connection can be applied simultaneously
  • The water connection form can be had on Monday, Tuesday & Wednesday only.
  • The complete connection application will be entertained only on Monday after getting checked from AE-I/AE-II, WS&SD., M.C. Shimla/ SJPNL
  • Sewerage user charges will be charged extra Rs 100/- from user consuming water up to 20-kilo Ltrs. & @ 30% of water charges from the users consuming water above 20-kilo Ltrs per month.
Residential-Rs. 1,000/-per seat
Commercial-Rs. 3,000/-per seat
Industrial-INR____
14 days
2 Sewer reconnection On request/demand
  • Rs. 1,000/- per seat
  • Rs. 3,000/- per seat
1-2 days
3 Sewer Overflows/blockages Reports/Notice On demand of owner/lessee plumber will be deputed and charges will be charged as per the intensity of the problem. 1-2 days
4 Private Sewer Unblocking The owner/lessee is responsible for private sewer unblocking. Charges will be met by owner or lessee 2 days
5 Booking of Exhauster The customer makes a request through exhauster requisition form indicating all the necessary details on:-

  • Type of facility to be exhausted.
  • Accessibility of site
  • Site location(a sketch of the site plan is indicated on the request form)
  • The number of loads.
Charges within Jurisdiction of M.C. Shimla
Rs.1,700/- per trip.
10 days
6 Private exhauster(dumdum into company’s sewer system) Requirements for licensing of private exhausters:

  • Waste transportation license issued by SJPNL.
  • Approval of SJPNL.
  • Filling of an Application Form.
  • Inspection of the exhauster equipment by SJPNL’s Mechanical Engineer
Rs.____per trip( Not fixed yet)
7 Water Quality Complaints
  • Dial 1916
  • E-mail on____and lodge in web portal
  • Report to Junior Engineer of the concerned department.
Free 1 day

GRIEVANCE REDRESSAL CELL

SJPNL attempts to redress the complaints and grievances of employees through a well-framed Grievance Redressal Cell that ensures expeditious settlement of grievances within the stipulated time frame. In this regard, grievance registration can be made either through customer service centers, call centers, website, digital platform; social media, etc. The entire process will be linked to the customer database of SJPNL. At the time of registration of Grievance/ Complaint, an automatic acknowledgment will be generated and the details will be shared with Concerned Ward Councilor.

We try our best to:

  • Keep our grievance redressal machinery open and interactive.
  • Grievance/Complaints are acknowledged and efforts are made to redress within the mentioned timeline.

CUSTOMER RESPONSIBILITY

To facilitate the provision of the above services in a sustainable manner, the customer shall also be expected to oblige to the following:

  • Teat the SJPNL staff with courtesy.
  • Avail all information requested by SJPNL for the execution of service.
  • Abide by the legal requirements and desist from acts of illegal usage of water.
  • Avoid collisions and compromises that would lead to defrauding the organization.
  • Report to SJPNL all matters that they deem to have a negative impact on service provision and especially any illegal practices observed in their area. SJPNL shall treat the same with utmost confidence.
  • Report leaks, bursts and any illegal connections witnessed for appropriate Company action.
  • Pay for bill invoiced and update any changes in personal details promptly.
  • Facilitate access to meters for proper readings.
  • Maintain service lines after the meter to avoid water loss through leakage.
  • Practice the rational use of water in order to preserve and optimize the available water.
  • Ensure the meter is at_____mm above the ground and installed near the entrance to the property.
  • Register for E-billing on the________ to receive monthly bills on your phone.

SJPNL REGIONS, CONTACTS & PAY POINTS

We value customer suggestions and complaints about improving our standards of services constantly:
Suggestions/Complaints can be made by dialing_____or visit our website www.sjpnl.com
In the case of non-redressal of a complaint, you can also contact

S.N. Name Designation Telephone Mobile No.
1 Dr. Dharmendra Gill CEO-cum-MD 2650680 94183-01809
2 Er. Vijay Gupta Executive Engineer (Water Supply Divin)   9418470578
Er. D.D. Mishra Assistant Engineer 9418000951
Er. Mehboob Sheikh Assistant Engineer 94180-45400
Er. Puran Dass JuniorEngineer (Central Zone & Lakkar Bazar 9418044534
Er. Ishwer Thakur Junior Engineer (Choura Maidan) 9418038338
Sh. Pushapraj, Junior Engineer (Chotta Shimla) 9418084144
Sh. Rajesh Mandhotra Junior Engineer (Sanjauli) 8219610632
Sh. Dinesh Thakur Junior Engineer (New Shimla) 8679914267

9736756175

3 Er. Rajesh Kashyap Executive Engineer (Prod. Divn. & Circle Office) 2808655 94184-74747
Er. SushilSharma Assistant Engineer Dhalli 2647284 94180-59090
Er. Shashi Kant Assistant Engineer Gumma 2781218 94180-81954
Er. Umesh Dogra Assistant Engineer Sainj (Giri) 7018346564
Sh. Anil Kumar Junior Engineer( Water Supply Dhalli & Ashwani Khad) 94180-90578
Sh. Sanju Kumar Junior Engineer, (Water Supply Gumma) 98054-08182
Sh. Ram Krishan Junior Engineer( Water Supply Gumma) 94185-42179
4 Er. Gopal Krishan Executive Engineer (Sewerage Division) 2650313 94180-24204
Er. Adarsh Bhota A.E(Sew.South Disposal) 94180-71484
Er. Lalit Sharma A.E.(Sew.North Disposal) 98052-55203
Sh. Kamal J.E(Sewerage) 94183-11718
Sh. Roop Lal J.E (Sewerage) 94181-83470
Sh. Hemant J.E(Sewerage) 97361-92592
M.C. Control Room Attendant 2658916;1916

REVIEW OF CUSTOMER SERVICES CHARTER:

The Charter shall be reviewed annually with changing requirement taking into consideration the feedback/suggestions received from customers to ensure its efficiency, effectiveness and service delivery. Any revision/modification/suggestion in customer’s service charter shall be taken into account while revision of the charter