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WAFFY
Customer Service
 Updated: Thursday, 10/01/2019   Print this page 

CUSTOMER SERVICES

General Manager Customer Services & Acting General
Manager Water Operations
Sekove Uluinayau
 

 

 Acting Team Leader
Customer Care
Laisa Nacoke

 

Team Leader
Customer Accounts
Anjalyne Prasad

 

Team Leader
Liquid Trade Waste
Komal Devi

 

 

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

2nd Row Standing: Vasenai Raibevu, John Manu, Seini Buatavatava, Mere Rokotuni, Setefano Lasei, Lydia Vakaloloma
 
Back Row Standing: Kaminieli Baleikorocau, Melania Rokowailoa, Sevuloni Nasalasala, Shoba Shivanglee, Serupepeli Qereqeretabua, Ratu Waisea Tagive

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

 


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Bill Info Card

A card specially designed for WAF's valued customers to easily access their account details with just one swipe with any of our authorized agents such as MH, Post Fiji, etc. By scanning, you will not only get your account balance, but its due date as well.

In addition, the card will consist of sufficient customer details such as customer name and address, account number, meter number and customer TIN number.

So no need to wait for your quarterly bill delivery. Simply swipe your card, get your balance, make payments straight away and enjoy 24/7 water supply.

If you are interested to receive our new product free of charge, please fill in the registration form.


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