Complaint Cell: + 4567 4567

Organisation, Functions and Duties (section 4 (1) (b)(i))

Particulars of Organisation, Functions and Duties

Till about the middle of 19th Century Chennai received water from local shallow wells and tanks. Mr. Fraser, a Civil Engineer forwarded a proposal to the Government to tap the Koratalayar river which is situated about 160 km north west of Chennai and it was accepted. The works were completed in 1870 at a cost of 18.50 lakhs. In 1872 a Valve house at Red Hills and an earthen supply channel to supply water to Chennai by gravitation was constructed. At Chennai end, the channel delivered water by gravity to a masonry shaft at Kilpauk from which the cast iron mains of the city branched off and a scientifically designed water supply distribution system was established.

Accordingly to J.W. Madley, Special Engineer, Corporation of Chennai considered sufficient for an anticipated population of 6.6 lakhs in 1961 at 25 gallons per head per day.

The work of water supply distribution and sewerage work were looked after by Water Works Department and Special Works Department of Corporation of Chennai respectively.

Subsequently in 1978, CMWSS Board was formed by an Act called Chennai Metropolitan Water Supply and Sewerage Act 1978, CMWSSB stands committed to making a positive contribution to improve the Chennai City environment and to enhance the health and quality of life for the citizens in Chennai City by providing them with adequate supply of safe and good quality water, by collection, treatment and safe disposal of sewage at a reasonable price, and by providing customer service in prompt and courteous manner. this would be achieved through several measures such as - by

  • providing reliable and equitable water supplies in compliance with statutory standards.
  • collecting wastewater, treating and returning it to the environment, or arranging its re-use having regard to impact and in compliance with statutory standards.
  • using assets more efficiently to deliver the best possible service.
  • providing timely information to stakeholders and communicating with customers.
  • developing long term strategies and actions.
  • achieving sustainable financial self-sufficiency.
  • maximizing employee potential.
  • monitoring performance.

Functions of the Board:

1. The Board shall perform all, or any of the following functions namely:

  • promoting or securing the planned development, efficient operation, maintenance and regulation of water supply and sewerage system in the Chennai Metropolitan Area.
  • preparing long term plans to meet the future requirements of water supply and sewerage in the Chennai Metropolitan Area, based on estimates of demand, surveys on availabilities and usage of water and other relevant matters and periodically reviewing, revising and bringing up-to-date such plans.
  • undertaking developmental activities with a view to meet the future requirements of water supply and sewerage in the Chennai Metropolitan area.
  • operating and maintaining the water supply and sewerage services in the Chennai Metropolitan Area to the best advantage of the inhabitants of that area.
  • such functions relating to water supply or sewerage as the Govt. may by notification, entrusts to the Board provided that such entrustment shall be with the Board's concurrence, if it does not relate to anything to be done in respect of the Chennai Metropolitan Area.
  • any other matter which is supplemental, incidental or consequential to any of the above functions.
  • such other functions as may be entrusted to the Board by or under any other law for the time being in force.

2. In the discharge of its functions the Board shall.

  • have due regard to public health, safety and convenience of the public.
  • consult and collaborate with the Chennai Metropolitan Development Authority in regard to planning and undertaking development activities connected with the water supply and sewerage systems for the Chennai Metropolitan Area end extend full assistance to and co-operate with the local authority in relation to matters connected with water supply systems or water works or sewerage orks or road works or similar works.
  • be guided by such instructions on questions of policy involving public interest as may be given to it by the Government and incase of any difference of opinion as to whether a question is or is not a question of policy involving public interest, the decision of the Government thereon shall be final.

3. Subject to the provisions of this act, the Board shall exercise all powers, perform all functions and carry out duties in respect of water supply and sewerage systems in the Chennai Metropolitan Area to the exclusion of any Department of the Government or any other existing authority.

4. The Board shall endeavor to be financially self supporting, and shall for this purpose so conduct its affairs that is income is adequate to meet all its outgoings, provisions for or allocations towards future obligations and costs.

5. The Board shall furnish from time to time to the Government such returns and information as the Government may require.

2.1. Objective/purpose of the public authority:

The CMWSS Board was constituted under the CMWSS Act 1978 (Act No.28 of 1978) to attend to the growing needs of water supply and sewerage services in the Chennai Metropolitan area with particular reference to the protection of public health and for all matters connected therewith or incidental thereto. The administration of the Board is governed by the Board consisting of Board of Directors headed by the Secretary to Government, M.A & W.S Department as its Chairman.

The Managing Director is the Chief Executive Authority to the Board and is in charge of the day-to-day administration of the Board and exercises supervision and control over the employees of the Board. The Managing Director is assisted by the following Heads of Departments.

  • Executive Director
  • Finance Director
  • Engineering Director
  • Secretary - Cum General Manager
  • Chief Engineer (Operation and Maintenance)
  • Chief Engineer (Construction/Water)
  • Chief Engineer (Construction/Sewer)
  • Chief Engineer (Chennai City River Conservation Project)

The Duties and Responsibilities of the Officers:

The Executive Director is an I.A.S., Officer and he is also a whole time Director and member of all Statutory Committees in the Board. The Contracts and Monitoring Wing and Data Processing Wing are functioning under the control of Executive Director.

Secretary- Cum General Manager is the head of Department for Personnel and Administration Department. The District Revenue Officer is holding this post. The P & A Department is responsible for the following functions.

  • Recruiting of Personnel
  • Disciplinary proceedings
  • Employees Records
  • Manpower Development
  • Industrial Relations
  • Public Relations
  • Office Services
  • Maintenance of Records

The Secretary-Cum General Manager is assisted by the Deputy General Manager, Public Relations Manager and Staff Manager. The Sections in Personal and Administration Department are working under the control of the following officers.

  • Secretary-Cum General Manager - Recruitment and Appraisal Section, Board Section, Vigilance Cell and Legal Cell.
  • Deputy General Manager - LR, LRR and RR Section
  • Public Relations Manager - PRL Section and I.F. Cell
  • Staff Manager, Relations Manager - SR, Mails and Record Section

The General Manager is the Vigilance Officer and also Secretary to the Board.

The Finance Director is the Head of Finance Department which is responsible for Financial administration and matters relating to finance and audit. He is assisted by Chief Controller of Finance, Controller of Finance and 4 Deputy Controller of Finance. The Internal Auditor is functioning directly under the control of Finance Director and assist him in conducting Internal Audit Management Audit and settlement of audit objections.

The Engineering Director is the Head of Department of Engineering Wing. The Construction Sewerage Wing, Training and Data Centre, Consultancy and Research Wing, Chennai City Rivers Conservation Project and Materials Department are under the Control of Engineering Director. He is assisted by S.Es., concerned.

The Chief Engineer (O&M) is in charge of water sources, supply transmission, street mains, new services, leak surveys, pumping stations maintenance, sewerage collection and disposal, sewer blocks, consumer complaints disposal etc. He is assisted by SE(N), SE(S), SE(C ) and S.E.(T&T). The 11 Area Engineers, Well Field Engineer and PRH Engineer EE/AUA are functioning under the control of CE(O&M)

The Chief Engineer (O&M) is also in charge for all the works relating to Veeranam Project and Desalination project at Kattupalli village Minjur. He is assisted by a S.E. (CWSAP). One EE (Desalination is functioning under the controller of C.E (O&M).

The Chief Engineer (CCRCP) is in charge for Chennai City Rivers Conservation Project and also Incharge for Schemes executed in various cities of Tamil Nadu under this project. He is working under the control of Engineering Director.

The Resource Centre is headed by Superintending Engineer who is the Member Secretary of the Governing Council and is incharge for all training activities of the Board. This wing is working under the control of Engineering Director.

The functional duties of the Board are carried out at Area level by 11 Area Engineers and at Regional level by 2 Regional Officers and two Treatment Plants by Plant Engineers.

A Dispensary is functioning in the Head Office campus with a Doctor and supporting staff to provide medical treatment to the employees of the Board.

Our mission is to enhance the health and quality of life for citizens in Chennai City by providing them adequate supply of clean and good quality of water and safe disposal of sewage/waste water at reasonable price.

In its endeavors to achieve the objectives indicated in the Mission Statement, Metro Water being customer driven will be guided by the following:

  • Feed back from consumers
  • Delivering excellence in products and services
  • Doing business with ethics and integrity and
  • Continuous endeavors to improve quality of service

2.2 Mission/Vision Statement of the Public authority

2.3 Brief History of the public authority and context of its formation

2.4 Duties of the public authority

2.5 Main Activities/Functions of the public authority:

Water Transmission and treatment of water
Equitable Distribution of water to the residents of Chennai
Sewer Collection of sewage through Pumping Station and Transmission of Sewage water to sewerage treatment plant.
Treatment of sewerage water and disposal by way of Industrial supply and let in to sea through waterways.

2.6 List of services being provided by the public authority:

  • Provision of new water/sewer connections
  • Maintenance of service connections, water mains, water distribution stations, water treatment plant, sewerage treatment plant etc.
  • Assessment of water and sewerage tax
  • Raising of water and sewerage tax, water charge, sewerage service charges etc.

2.8 Expectation of the public authority from the public for enhancing its effectiveness and efficiency

Drinking water system:
  • Rectify water meter chamber and plumbing system if it leaks.
  • Inform to notice a leaky service line on the road/storm water drain crossing.
  • In case of sump, provide ball valve to avoid overflow.
  • Provide wheel valve/stop cocks in pressure areas.
  • Use safe water for pumping the hand pump if needed, instead of pouring unsafe/waste water.
  • Maintain a minimum distance of one meter between water and sewerage amenities in the premises.
  • In case of hand pumps, provide a platform to drain the spillage flow.
  • Clean the sump and overhead tank periodically with disinfectant and keep them covered.
  • Have a clean environment particularly near water sump/tap.
  • Report on illegal water connection/direct motor sucking.
  • Provide wheel valve/stop cocks in pressure areas.
  • Report on water pollution immediately.
  • Water is priceless and nature's gift not to be wasted or misused.
  • Keep the components of bucket pump water tight.
  • Provide Rainwater harvesting facilities for which free guidelines are available.
  • Use Metrowater only for drinking and cooking and not for cash wash, gardening etc.
Sewerage System:
  • Provide diaphragm chamber before the terminal chamber in case of hotels, lodges, hotels, cattle yards and community halls.
  • Provide grease trap in case of automobile service stations, petrol pumps.
  • Never allow rainwater to enter the sewer.
  • Fix the closet at least 0.9 m (3 feet) above the road level.
  • More than 8 closets may not be put on 100 mm (4 inches) dia sewer connection. Increase the sewer size accordingly.
  • Never throw clothes, rags, broken crockeries, vegetables in to sewer system.
  • Never allow floor wash with heavy chemicals, paints, cements to flow into sewer system.
  • Provide gully, floor trap and gratings as per standards.
  • Avoid possible rodent entry into sewer
  • Do not dump animal waste like cow dung etc. to enter sewer directly or indirectly.
  • Do not permit puncturing of manholes, removal of manhole covers. It may be the death-trap besides causing frequent chocking of sewers.

2.9 Mechanism available for monitoring the service delivery and public grievances resolution:

Complaint Resolution Process:

As part of improving customer services welcome comments, suggestions, enquiries and inputs. On receipt of a complaint, we will investigate it report back to the complainant and do all we can do to solve the problem and address the issue as efficiently and effectively as possible.

We take complaints as complimentary to an effective service delivery.

Complaints about water and sewerage:

If a consumer has to service problem with water or sewage, he/she can at any time make a complaint in person or over phone round the clock to the Complaint Cell operating from the Metrowater Head Office on the telephone Nos. 45674567.

He/she also has a choice of making the complaint at any of our 200 Depot Offices or 15 Area Offices. Your complaint will be duly recorded and a number assigned immediately.

If the consumer chooses to go in person, an acknowledgement will be handed over to him/her.

He/she also can make the complaint through internet.

What we do when a complaint is received:

If the consumer telephones to us, we try to assess the problem and offer appropriate solutions. Wherever that is not possible we will attempt to rectify the complaint in accordance with the time frame specified in the Charter. If he/she is not satisfied with the solution provided, he/she can contact the Chief Engineer (O&M)/ Executive Director/Managing Director on the following Phone Nos.

Chief Engineer (O&M) 28453002
Executive Director 28454000
Managing Director 28459000

Complaints Monitoring Feedback system

We have put into operation a revised complaint monitoring system.

At Head Office:
  • Complaints received in Head office are communicated to the concerned Area/Depot Offices immediately over wireless/telephone. In addition to this, the complaint forms in duplicate are prepared for the complaints received and sent to the Depot offices concerned through Area Office.
  • The Depot Office will get an acknowledgement from the complaint after resolution of the same and send the original complaint form to Head office through Area Office by retaining the duplicate copy in the Depot office.
  • The Head Office will send reply cards to ten complainants daily chosen randomly for independent feedback.
At Area Office:

A similar procedure of preparing duplicate complaint form is followed in respect of the complaints received at the Area Offices also. The original complaint forms with the signature of the complainant are sent to the Area Office. The duplicate copies are retained in Depot Offices.

At Depot Office:

The complaint forms in triplicate are prepared for the complaints received at Depot Offices. The original is issued to the complainant as acknowledgements for receipt of the complaint. One copy is retained at Depot Office and the other to be sent to Area Office with the signature of the complainant after it has been resolved.

On Line Complaints:

We have made arrangements to lodge the complaint through our web site ie on line complaint registration with OLC No. for acknowledgement.

2.12 Timings:

As per Government Offices functioning

Head office and Area Offices: 10.00 am to 5.45 pm
Depot Offices: 8.30 am to 5.30 pm