Service Request

1. APPLICATION FOR WATER SUPPLY

a. New water supply application –  for premises with Certificate of Fitness.
Requirements/Documents :-

  1. Approval slip from housing developer.
  2. Original Sales & Purchase Agreement (S & P) and copy of Sales & Purchase Agreement (S & P) or receipt of Assessment Tax/Cukai Pintu from MPPP.
  3. Owner’s Identity Card (NRIC).
  4. Signed “Application for New Water Supply” form.
  5. Payment of deposit as per amount shown in the Approval Slip.

b. New water supply application –  for private premises/kampong premises/temporary water supply
Requirements/Documents :-

Owner of premises

  1. Copy of owner’s Identity Card (NRIC).
  2. Appointment of a licensed plumber to install the plumbing system for the premises.
  3. Application for New Water Supply” form must be completed by a licensed plumber and submitted together with the Construction Plans for processing by the Operations Department.
  4. Once approved, the owner/plumber must make payment for the Master Contribution Mains, Pipes Deposit and Road Repair Charges (if necessary).
  5. Payment can be made in cash or by cheque to Perbadanan Bekalan Air Pulau Pinang Sdn Bhd.

Occupant of premises

  1. Copy of Identity Card (NRIC); and
  2. Copy of Tenancy Agreement; or
  3. Copy of utility bills for the premises; or
  4. Letter/document stating he is the occupant of the premises; and
  5. Signed “Indemnity Bond” provided by PBAPP.
  6. Appointment of a licensed plumber to install the plumbing system for the premises.
  7. “Application for New Water Supply” form must be completed by a licensed plumber and submitted together with the Construction Plans for processing by the Operations Department.
  8. Once approved, the owner/plumber must make payment for the Master Contribution Mains, Pipes Deposit and Road Repair Charges (if necessary).
  9. Payment can be made in cash or by cheque to Perbadanan Bekalan Air Pulau Pinang Sdn Bhd.

c. Water supply connection for existing premises
Requirements/Documents :-

Owners of premises

  1. Copy Sales & Purchase Agreement or receipt Assessment Tax/Cukai Pintu from MPPP.
  2. Copy of owner’s Identity Card (NRIC).
  3. Signed “Application for New Water Supply” form.
  4. Pay the deposit for the amount set by PBAPP according to type of premises by cash or cheque.
  5. Payment of the water connection charges, meter charges and/or other charges (if applicable).

Occupant of premises

  1. Copy of Identity Card; and
  2. Copy of Tenancy Agreement; or
  3. Copy of utility bills for the premises; or
  4. Letter/document stating he is the occupant of the premises; and
  5. Signed “Indemnity Bond” provided by PBAPP.
  6. “Application for New Water Supply” form.
  7. Pay the deposit for the amount set by PBAPP according to type of premises by cash or cheque.
  8. Payment of the water connection charges, meter charges and/or other charges (if applicable).

d.  Change of Registered User.
Requirements/Documents :-

  1. Copy of the Sales and Purchase Agreement or receipt of Assessment Tax/Cukai Pintu from MPPP.
  2. Copy of owner’s or new occupant’s Identity Card.
  3. “Application for New Water Supply” form.
  4. Payment of the deposit for the amount set by PBAPP according to type of premises by cash or cheque.
  5. Ensure that all arrears from the old account are settled by either the previous or new owner.

2. Disconnection And Reconnetion of Water Supply.

Water supply will be disconnected if customers do not settle their bills within the specified period. Customers are required to pay all arrears before any reconnection of water supply is made.   Reconnection will be made in 24 hours – 48 hours from the date of full payment of the amount due or from customer, or from the receipt of reports at any PBAPP Customer Care Centres.

3. Termination of Water User Account.

Registered water users can apply to PBAPP to disconnect the water supply to his premises. Application for termination of water supply can be made to PBAPP with :

  1. A letter stating the applicant’s information such as full name, identity card number (NRIC), current address, account number and phone number.
  2. A signed copy of the Termination of Water Supply Form (Form M) and the other relevant documents at any PBAPP Customer Care Centre.

4.  Refund of Water Deposits

The refund of any water deposits will be processed after a water user account is terminated. Any arrears or outstanding amount from the account will be deducted from the water deposit.

Customers must submit a copy of Identity Card (NRIC) for verification purposes and PBAPP will send a cheque to the address given in Form M in 1 – 3 months.

If a registered user is deceased, the heirs must submit the following documents:-

  1. Copy of the Death Certificate.
  2. Copy of Birth Certificate of beneficiaries (for children of registered user).
  3. Copy of Marriage Certificate (for wife/husband of registered users).
  4. Copy of the registered user’s Last Will & Testament.

When a customer is in default of payment of his bill, water supply to his premises will be disconnected.

The customer may apply for reconnection of water supply on payment of arrears. The customer will then inform PBAPP of the amount paid, date of payment, receipt no. and the payment centre.

Water supply will be reconnected within 2 days of the report/application date at any Customer Care Centre.

When a registered customer is no longer the owner or occupier of the relevant premises, the customer shall inform PBAPP of his intention to terminate his account and apply for refund of his deposit.

The customer shall submit his application at least 3 days prior to the date of termination. Application may be made using the Disconnection of Water Supply Form or writing to PBAPP stating the account no., address, date of termination of account and latest address and telephone no. of the customer.

The customer may also delegate a third party (the acceptance of which is subject to the discretion of the Management) giving details of the 3rd party (including name, address and IC No.)

Completed application form or letter enclosing the original copy of water deposit receipt shall be submitted to PBAPP by post to P.O.Box 246, 10730, Pulau Pinang or personally at any Customer Care Centre.

For further information on refund of water deposit, please refer to “Refund of Water Deposit” below.

Water deposits shall be refunded by cheques, issued payable to the customer concerned.

A registered customer who has misplaced his original receipt will be required to sign an indemnity bond and pay a stamp fee of RM10 for refund of deposits exceeding RM50.00.

For deceased customers, application for refund of deposit may be made subject to the following conditions:-

  • Submission of Death Certificate of the customer;
  • If the applicant is the widow/widower, the Marriage Certificate or children’s Birth Certificate shall be tendered;
  • If the applicant is the child, the Death Certificate of the Customer and the Birth Certificate of the applicant shall be tendered;
  • For all cases, confirmation by probate or Letter of Administration shall be acceptable;
  • The applicant will be required to sign an Indemnity Bond with a stamp fee of RM10.00.

Customers may apply in writing, stating the reason there of, for change of tariff under the following circumstances:-

1. Tariff 3 to Tariff 1 or 2
  • on completion of renovation of premises;
  • However, on completion of construction or reconstruction of premises, the customer is required to submit a copy of the relevant Occupation Certificate.
2. Tariff 1 to Tariff 5 where the premises has more than 15 occupants, the letter shall state their respective names and I.C.Nos.
3. Tariff 5 to Tariff 1 where the occupants of the premises number fewer than 16 persons
4. Tariff 2 to Tariff 1 where water consumption of the premises change from trade to domestic

Following investigation of complaint of high water consumption, the customer will be given a standard reply to apply for meter testing to be conducted at PBAPP Workshop.

The customer may state whether to be present or not to witness the testing. Workshop techician will contact the customer to fix the date and time of testing.

A testing fee of RM5.00 will be charged in the event that the meter is found to be not faulty.