Who we are

The Water Authority of Fiji’s Customer Services Department communicate and interact with all our valued customers about our services. It looks after strategic relations and communication, billing, debt management and compliance.
The key aim is the delivery of effective customers services 24/7, at least cost.  The continuous identification and implementation of improvements is mandatory.

In addition, Customer Services will meet the following objectives:

Key Result Indicators

• Timely Resolution of complaints
• Identifying Illegal Connections - commercial (minimum)
• Metering Illegal Connections
• Identify cost reducing processes (based on assigned budget)
• Informing CEO of value of Non-Revenue Water (as identified under illegal connections)
• Customer Satisfaction Survey Results  (minimum of those surveyed)
• Call Centre Service Level (minimum)
• Service Request Completion after
• Customers Payment.
• Revenue Receipted (minimum)
• Current Accounts Payment Rate (minimum)
• Reduction of Total Arrears
• Community Relationship Building
• Customer Education and Awareness
• Programme
• Community Work Undertaken
• Risks and issues

As a means to ensure and maintain a quality level of service to our customers throughout the region, the Water Authority of Fiji operates a 24/7 Call Centre from our head office located at Manohan Building, Nasinu.
Customers can speak to WAF customer representatives on 3346777 or 5777 for our Vodafone,Digicel and Inkk users.

Meet Our Executive Support Team

Meet our WAF National Call Centre Team

Front Row Sitting: Rosa Motufaga (Supevisor), Mereani Dimafi, Togatea Lauwai, Salochna Goundan

Customer Care

The Customer Care unit addresses customer complaints and ensures that customer grievances are resolved amicably. It ensures that reconnections are carried out within 24 hours, there’s reduction in customer arrears, resolve complaints within 72 hours and encloses customer complaints on the Gentrack System.

Meet our Customer Care Team

Customer Accounts

The Customer Accounts Team is responsible for ensuring accurate and timely billing of all our metered customers connected to our water and sewerage network through efficient meter reading services and effectively resolving billing disputes.

Meet Our Customer Accounts Team (Enforcement and Billing-Central)

Standing: (Left-Right)-Vani Murusiga (CSR), Verenika Rokowaqa (CSR), Asena Lewaviliyasi (CSR), Jesicca Nair (CSR), Tirisa Domonakibau (CSR)

Standing Second Row: Patilia Vuli (CSR),Joana Ranadi (CSR), Unaisi Pomani(CSR), Alivereti Bani (CSR)

Sitting: (Left-Right) Vilisite Qera (SCSR), Anjaylene Prasad (Team Leader Customer Accounts), Eka Kacisau (Accounts Officer Central Eastern)

Meet Our Liquid Trade Waste Unit

Standing from left :Project Lab Technician LTW - Jotishma Kumar, Service Technician West - Bulou Vuta, Service Technician West - Mereyani Taoba,Trade Assistant LTW - Camari Kuruwale,Service Technician Central - Lusiana Naivalurua,Service Technician North - Leony Mar, Project Lab Technician LTW -  Sera Tinani Sokula

Sitting from Left :Technical Officer West - Sanita Ratu,Team Leader LTW - Komal Devi, Technical Officer North - Atelaite Ledua, Service Technician Central - Melania Lomani

Meet Our Meter Readers