For the systematic execution of this project the Orange City Water Pvt. Ltd. has several departments functioning. The major departments having city wide existence and service scope are:
1. Operations & Maintenance (O&M) – O&M of existing resources and networks. Repairs of the assets as well as replacement of pipes up to 15 mtrs. of length shall be taken up under this department.
2. Works – Rehabilitation of existing assets and distribution networks with works involving replacement more than 15 mtrs. of length. Also, the new pipelines to be laid through out the city shall be under this department.
3. Customer Service – Consumer Complaints Redress is the major responsibility of this department. For this following three channels are available (already) through which the complaints can be redressed efficiently.
a. 24×7 Toll free Helpline – For quick solutions to the consumer problems and also for having a proper record of the registered complaints this toll free help line which is available 24×7 has been provided. Consumers can call on 1800-266-9899.
b. Service Points – Zone – wise Service Points have been installed so that consumers can visit there personally and get their problems resolved.
c. Social Welfare Team and Water House – The members of this team will be present at the water house built at the site of works temporarily during work period and the residents in that area can approach them so that they do not need to go far and the help is provided almost at their place.
