CITIZEN’S CHARTER: DELHI JAL BOARD

INTRODUCTION

For over 5 decades, Delhi Jal Board has been meeting the needs of
potable water for the National Capital Territory of Delhi. The
population of Delhi has seen phenomenal growth and has crossed
the figure of 180 lakhs, apart from the floating population of 8 to 10
lakhs. Through systematic planning and implementation, more than
82% population of Delhi now have access to piped water supplied,
through a network more than 12000 Kms. of water main. By
optimizing all the resources the water production has been
augmented upto 935 MGD. Raw water is obtained from various
sources like the river Yamuna, Bhakra Storage, Upper Ganga Canal,
and Ground Water.
This Document confirms, publicly, the service assurance given to the
customers, who pay their bill regularly, for water/ sewer services
from the Board, confirms the standard that the Board has set for
itself with regard to providing services to its customers and states
the customers obligations. This is a statement of DJB's
commitment to be professional and equitable in delivery of the
mandated services. This charter is not a legal document for
enforcement either against the Board or the customers.
VISION :

Our vision is to be environmentally sensitive provider of a quality,

reliable and reasonably priced drinking water, waste water collection
and treatment system services. We aim at providing safe drinking
water and efficient sewerage services in an equitable and sustainable
manner and to become an accountable service provider. Realization of
this vision would promote a virtuous circle in terms of greater
supply reliability and service quality, leading to greater customer
satisfaction, improved willingness to pay and enhanced cost
recovery. It will also include 24/7 water supply and financial
sustainability and accountability, improved services to the
economically backward sections, Customer Orientation, Human
Resources Development, Environmental Sustainability and
Enhanced Operational Efficiency.
MISSION:

Delhi Jal Board is committed to provide water supply and sewerage

services to the people of Delhi in efficient, cost effective and
professional manner while extending due courtesy to the citizen.
DETAILS OF CUSTOMERS/CLIENTS:

a) Domestic Consumers/Commercial consumers of Board in MCD Area

b) Delhi Cantonment Board (Bulk consumers).
c) New Delhi Municipal Council (Bulk Consumers).
S.No Service Officer Delivery Time
Responsible
1. Piped water supply and Executive Water supply
maintenance of Engineer is as per time
sewerage (Maintenan fixed for the
ce) concerned
concerned area
Supply of potable water As per
2. Zonal
is supplied through schedule in
Tankers on demand. Engineer select areas
of where piped
Potable water is water supply
supplied through concern
is either not
Tankers, In the event ed present or
of non availability/short Water inadequate.
supply of water, within Emerge Also as per
3 hours of the ncy demand of the
complaint subject to consumer for
availability of Tanker at private use.
a particular location. Tanker is also
This service is free of sent in case of
cost. emergencies
such as short
Water Tanker are supply of
made available for water or No
supply of
private functions,
water after
on all working
receiving
days, on first come complaint.
first serve basis.
The charges for
booking of Tanker
are as under :
Rates of hired Water
Tankers/Trolleys w.e.f.
01.04.2010 onwards
1. For booking of the
water
tanker/trolley:Rs.100
0/-per tanker
Irrespective of
 distance of the
function site.
2.For each booking
of the water
tanker trolley:
Rs. 400/- per
tanker. the BPL
cardholders
irrespective of
distance.
3. For each filling at the
door step of the
Consumers: Rs.
700/- per visit.
Without stationing of
the Tankers/Trolleys
at site of function.
4. For filling water
tankers of DDA and
paramilitary: Rs. 80/-
per kilolitre
Organization like DDA,
CRPF, Army and Police
Deptts., etc.
Supply of packaged Director On demand
3.
water "In Jars" through (Bottling Plant)
Jal Suvidha Kendra: Opp. Sadiq from Counters
Delhi Jal Board supplies Nagar,
packaged "JAL" in jars Greater
of 20 litres capacity @ Kailash Part-
Rs. 44/- each to South I, New Delhi-
Delhi residents, after 110048
charging a security Telefax:
deposit of Rs. 260/- per 011-
jar. "JAL", certified by 26224926,
the Bureau of Indian Tel.:
29234926,
Standards, is put
through stringent Mobile:
purification techniques 9868364
to ensure that the
023.
consumers are
provided with a
hygienic and quality
product.
 Monitoring & Director On Demand
4.
Surveillance of (Treatment &
drinking water Quality
quality Control) Water
Works,
Delhi Jal Board has 9 Wazirabad
laboratories for Delhi-110054
monitoring the quality
of raw water to final
water round the clock
at Delhi Watre
Treatment Plants
(WTPs). Quality Control
Division also functions
at Eight Zonal
Laboratories which are
being managed to lift
an average of 500-550
water samples per day
from the entire
distribution network of
Delhi ensure that safe
drinking water as per
BIS:10500-2012
reaches upto the
consumer tail ends. In
specific requestd from
the consumers, the
testing of water
samples in respect of
Physical, Chemical &
Bacteriological
Examinations on
prescribe fees is also
being done by the
above Zonal
Laboratories. An
outside reputed agency
like NEERI has also
 been engaged for 3rd
party monitoring.
Two DJB Zonal
Laboratories i.e., at
Haiderper WTP & Okhla
STP recently got
ISO:9001-2015
Certificate and the
Zonal Laboratory
(Trans Yamuna
Region), Tahirpur is
also under exercise for
the same. Moreover,
Three DJB Zonal
Laboratories i.e., at
Wazirabad WTP,
Haiderpur WTP & Okhla
STP are also in process
for NABL Accreditation.

New Water and Sewer Zonal 15 days

5. Connection Revenue
Officer
Concerned
6. Mutation Case Zonal 15 days
Revenue
Officer
Concerned
7. Reopening case Zonal 15 days
Revenue
Officer
Concerned
8. Disconnection case Zonal 15 days
Revenue
Officer
concerned
9. Sale of sludge Executive On Demand
manure & Treated Engineer
effluent (SDW)
• Sale of dry Sludge:
lot of dry sludge
(manure) is being
produced regularly at
various Sewage
Treatment Plants of
Delhi Jal Board as a
by-product. This
manure being rich in
nutrients i.e. Nitrogen,
Phosphorous,
Potassium and other
valuable organic matter
is quite useful for
agriculture as a
fertilizer and soil
conditioner. This
manure is henceforth
available Free of Cost
to the intending
consumers from DJB’s
Sewage Treatment
Plants.
• Treated Effluent
To encourage water
conservation, Delhi Jal
Board has decided for
sale of Treated Effluent
(Grey Water) for Non-
Potable purpose i.e.
Irrigation, Horticulture,
Cooling Plants,
Construction Industries,
Flushing and Washing
etc. at the following
terms and conditions :
1. Grey water shall
be charged @Rs. 7.00
per Kl. at filling points
for non irrigation /
horticulture purpose
2. The
tankers/containers shall
be arranged by the
beneficiaries. The Grey
Water shall be available
at the Filling Points at
the Sewage Treatment
Plants in different
Zones. The
Containers/Tankers
shall be painted with
yellow colour duly
marked with (the
precaution) in Red
Colour-“Water is not for
drinking purposes".
3. Consumers who
lay the infrastructure
like pipe network,
pumping arrangement
and operate &
maintain the same are
charged @Rs.4KL
 INFORMATION UNDER REVENUE

A.WATER TARIFF

Information pertaining to various categories i.e. (Category-I

Domestic Consumer), CATEGORY-II(COMMERCIAL/INDUSTRIAL),and
tariff is available on our website www.delhijalboad.nic.in and
www.djb.gov.in and briefed below :
Category –I (Domestic Connection)
Monthly Consumption Service Charge Rate per Kiloliter
(in Kiloliter) (in Rs.)
(in Rs.)
Upto 20 Kl 146.41 5.27
20-30 Kl 219.62 26.36
Above 30 Kl 292.82 43.93

Plus Sewer Maintenance Charge 60% of Volumetric Charge

Category –II (Non Domestic Connections- Commercial/Industrial)
Monthly Consumption Service Rate per Kiloliter
Charge (in Rs.)
(in Rs.)
0-06 146.41 17.57
06-15 292.82 26.35
15-25 585.64 35.14
25-50 1024.87 87.85
50-100 1171.28 140.56
>100 1317.69 175.69
Plus Sewer Maintenance Charge 60% of Volumetric Charge

• Simplification of Procedure for Sanction of New Water

Connection:

Procedure for sanction of new Water/Sewer Connection in

Unauthorized/Regularized Colonies, Urban/Rural Village and Slum
Katras has been simplified. In these areas, now, water / sewer
connection may be sanctioned who submits any proof of identity
of his/her present address i.e. Voter ID Card or Ration Card or
Passport or PAN Card or Driving License, or Unique ID Card
(UID/Aadhar Card or Bank Pass Book or Photo Identity Card
issued by any Government Agency and last 3 months paid
electricity bills in the name of the applicant where water /
 sewer connection is being applied alongwith an Undertaking if
ownership documents are not available and there is no dispute
over the property ownership.
B. WATER CONSERVATION AND RAIN WATER HARVESTING

Provision of Rain Water Harvesting/Waste Water Recycling

System

1. Ground water resources in many parts of the city are

over exploited. The extent of replenishment of ground
water is much less than what the city as a whole is
withdrawing due to its rapid urbaniztion. There is need
to preserve ground water resources and to take
effective measures for its sustainable availability.

2. Therefore, Rain Water Harvesting is considered as a

simple, viable and eco-friendly method of conservation
of water and a simple solution for ground water
recharge. Ministry of Urban Development and Poverty
Alleviation (Delhi Division), Government of India by its
Notification dated 28-07-2001 has made Rain Water
Harvesting mandatory in all new buildings on plots of 100
Sq. Mtrs. and above and Waste Water Recycling System
for horticultural purposes, in buildings having a
minimum discharge of 10000 Ltrs. and above per day.
3. To ensure proper implementation of Rain Water
Harvesting and Waste Water Recycling norms, following
amendments in Regulation 50 of Delhi Water and Sewer
(Tariff & Metering) Regulations 2012, has been approved
by the Board vide Resolution No.829 dated 19-08-2019
for plots/properties size 100 sq.m. to less than 500
sq.m.

i) It will be mandatory for plots/properties having area of 100

Sq. Mtrs. or more to have functional Rain Water Harvesting
System, even if the property is constructed prior to
28.07.2001. Such plot/property owning consumers would be
required to install functional Rain Water Harvesting System
within One year from the date of issue of Public Notice in this
regard i.e. upto 25.09.2020 (Public Notice issued on
19.09.2019 and 26.09.2019). In case consumers whose
construction was before 28-07-2001, fails to comply with the
aforesaid mandatory provision within the time limit prescribed,
the tariff as applicable for the respective consumer category
will be increased by 1.5 times, till the system is installed and
intimated to the respective Zonal Revenue Officer.

ii) Further, in case of properties having area of 100 sq.m. or

more, constructed after 28.07.2001 who have not intimated
about the Rain Water Harvesting provision made to the
respective area ZRO, may also inform the area ZRO by 31st
March 2020, failing which, tariff as applicable for the respective
consumer category will be increased by 1.5 times, till the system
is installed and intimated to the respective Zonal Revenue
Officer.
iii) Besides (i) & (ii) above, Board may disconnect water
connection of all consumers who fail to install functional Rain
Water Harvesting System or intimate area ZRO within
prescribed time limit. This provision will, however, be applicable
in case of all properties having area of 100 Sq. Mtr. and
above but after timelines provided in both the aforesaid cases
is over.

iv) New water/sewer connection to the existing and newly

constructed properties having plot area of 100 Sq. Mtrs. and
above will be sanctioned only after confirmation of
installation of functional Rain Water Harvesting System.
Necessary functionality certificate in this regard would be
given by the respective Maintenance Division as per
Instructional Orders issued by the Rain Water Harvesting Cell,
in this regard.

v) New water/sewer connection to newly constructed

properties/ buildings having a minimum discharge of 10000
Ltrs. and above per day will be sanctioned only after
confirmation of installation of functional Waste Water
Recycling System, as per norms. Necessary functionality
certificate in this regard too would be given by the respective
Maintenance Division.

vi) In cases where installation of Rain Water Harvesting

System is not technically feasible, for any reason, CEO, DJB
 may take appropriate decision in respective case, on merits.

Financial Assistance:

The Board vide Resolution No. 1199 (158th meeting) dated

26.10.2021 (duly confirmed on 22.11.2021 in its 159th meeting)
has approved Financial Assistance for promoting Roof Top Rain
Water Harvesting in two slabs as under:

S.No. Size of Plot Financial

Assistance

1. 100 sqm. And upto 499.99 50% of the total

sqm. cost of RWH
structure or Rs.
25,000whichever is
less.

2. 500 sqm. And above 50% of the total

cost of RWH
structure or Rs.
50,000 whichever
is less.

As an incentive

(i) Such plots/ properties which are having area of 100 sqm or more
having installed functional RWH system or waste water recycling
shall be granted rebate of 10% in total bill amount for having RWH
system and 15% if both the systems have been set up and are
functional.
(ii) The Delhi Jal Board in its 158th meeting held on 26.10.2021
has approved ‘Providing Financial Assistant for construction of
Roof Top Rain Water Harvesting System to plot holders for size
of plot upto 499.99sqm as 50% of the total cost of construction
of Roof Top Rain Water harvesting system or Rs. 25,000/-,
whichever is less and for the size of plot 500sqm and above,
50% of the total cost of construction of Roof Top Rain Water
harvesting system or Rs. 50,000/-, whichever is less
 Penalty:
Presently, for all the consumers irrespective of their consumer
category Rain Water Harvesting (RWH) penalty as enhanced tariff
of 1.5 times will be applicable if they have plot area 100 sq meter
or above and they do not have a functional Rain Water
Harvesting. Board has extended timelines for installation of
RWH System up to 30.09.2022, during such time, penalty is
deferred.

Exceptions:

RWH through artificial ground water recharge structures is not

recommended where post monsoon ground levels are shallower
than 5 Mtrs. Penalties as per the Delhi Water And Sewer (Tarrif
& Metering) Regulation,2012 will not be levied on DJB consumers
for non-provision of RWH System in such areas. However, in such
areas Rain Water Storage for its use in no-portable purposes after
required treatment may be carried out as a voluntary option.

For Technical Assistance on Rain Water Harvesting,

consumers may contact:

Rainwater Harvesting Assistance Cell, Delhi Jal Board, Varunalaya-I,

Karol
Bagh, New Delhi- 110005.
Phone No. : 23558264, 23541223, Ext.227
email [email protected]
C. Ground Water Charges

In compliance of orders of NGT, DJB has approved fixation of

Ground Water Cess/ Usage charges on the Industries for
Operating their Tube-wells/ Bore-wells for extraction of Ground
Water.

1. Ground Water (Non- Water Packaging Industries) or Category IIIA(3A)

2. Ground Water (Water Packaging Industries) or Category IIIB(3B)

The Delhi Jal Board vide resolution No. 200 dated 19.03.2015
has approved fixation of Ground Water Cess /Usage Charges on
 the Industries for Operating their Tube-Wells/Bore-Wells for
extract of Ground Water which is circulated by CE(Planning )
Water vide letter No. DJB/CE (Plg.)W/2015/58-69 dated
06.04.2015 as under :-

a. For non – water packaging Industries Rs. 1670/- per Tube-well/Bore-well per
month
b. For water packaging Industries It would be Rs. 4170/- per Tube-
well/Bore-well per month

A dedicated Customer Portal having website address:

‘www.djb.gov.in’ is available which provides 24x7 online
facilities to the consumers accessible from anywhere: -

(a) Submission of application for new water / sewer connection.

(b) Submission of application for mutation.
(c) Submission of application for disconnection.
(d) Submission of application for re-opening.
(e) Grievance lodging.
(f) Tracking of status of application.
(g) Apply for bore-well permission and water tankers.

A number of payment facilities have been provider for

water/sewer bill payments besides, DJB own cash
counters such as:-

(a) Payment through Debit Card/ Credit Card by swiping PoS

machines available in all Zonal Counters.
(b) Online payment through Net Banking, Debit / Credit
Card/Wallet through DJB Customer Portal.
(c) Online payment through a number of agencies under Bharat Bill
Payment Platform like Paytm, Amazon, Banks etc.
(d) Payment through NEFT/RTGS.

Consumer can self-generate water bill and also make payment

through mSewa Mobile app.

Door Step Delivery of Public Services implemented for

sanction of new water/sewer connection, mutation,
disconnection and reopening of water connection within
timeframe of 15 days. Any consumer can avail the facility of
Door Step Delivery Service by calling ‘Mobile Sahayak’ at his /
her doorstep as per time convenient to him/her through 1076
(Toll Free Number). For providing doorstep services to
applicant, fee of Rs.50/- will be charged from him/her.

Billing through GPS enabled Mobile Tablet using

Android Based Meter Reader App which enables capturing
the image of the meter /reading to avoid consumers
complaint regarding generation of water bills with wrong
reading
/incorrect reading. These tablets also capture lat-long of meters.

SMS alerts
Now, A4 size water bills are also being sent to consumers
through their WhatsApp and e-mails.

Requirements of affidavits are dispends with.

Restrictions of 10 individual water connections in a

property having height upto 15 mtrs is removed. This
regulation will not be applicable to Group Housing Co-
operative Societies/ Institutions/ Govt. Schemes.

DJB will bill and accept Road Cutting Charges/RR

charges for new water/sewer connections only up to 5
meters. For any connection beyond 5 meters the building
proponent / the applicant will hire the service of empanelled
contractors of MCDs for cutting and restoration of roads for
water/sewer connection beyond 5 meters and the cost of this
work will be borne by the building proponent/applicant. The
list of empanelled contractors of three MCDs is available on the
website of MCDs.
In order to reduce procedure of construction permit,
DJB will give online approval of Scheme/Plan of Water and
Sewer received online in Common Application Form (CAF) on
the OBPS (Online Building Permit System) Portal for Building
Plans of following categories:

• All Group Housing Societies.

• All Building (Non-Residential) having plot area of 3000
sq. meter and above.

Integration of RMS system for online application of new

water and sewer connections has been made with the OBPS
system.

Joint inspection along-with MCD will be conducted by

Engineers of DJB at the time of request for Occupancy cum
Completion Certificate and connection will be sanctioned within
15 days.

Integration of RMS system with DORIS software of

Revenue Department, GNCTD for Auto Mutation of Water
connection in the name of new owner at the time of
registration of properties has been made. Provisional Auto
Mutation and SMS is sent in one day, and bill of mutation is
sent within 3 days.

Board vide Resolution No. 1187, Item No. 323 dated

26.10.2021 has approved the policy of installation of new
water connection of 15 mm service pipe connections
including water meter, O&M of existing water connections by
concerned EEs/AEEs of DJB along with meter wherever
required and further decided that:-

i. Installation charges of water connection shall be levied

category wise as per categorization of colonies for
proper tax by MCDs as under:-
 Domestic Connections:
S.No. Colony New Connection
Category Charges for water
1. A,B,C Rs. 4000/-
2. D&E Rs. 2000/-
3. F,G,H & Rural Rs. 1000/-
Villages

For Commercial Connections:

Commercial connection charges shall be double of the
domestic connection charges in respect of colony
category.
ii. Sewer connections will be approved automatically with
the approval of water connections. No separate sewer
connection charges will be levied.
iii. Defective water meter will also be changed by DJB
(except ITRON and ARAD water meter installed by
water division having 7 years O&M).
iv. Infrastructure charges wherever applicable will be
levied and no other charges, advance, RR Charges,
meter security etc will be levied in new connection bill.

Faceless of ZRO Offices:

In order to delivery of services to DJB consumers in a
transparent and time bound manner, Board has approved to
make the ZRO offices faceless. All Revenue Officers have been
divided on the pattern of 11 ACE(M) under the charge of 11
JDRs/DDRs and all services have been made online.
Setting up of ‘DJB Sahayta Kendra’:
2 Seaters ‘DJB Sahayta Kendra’are being set up in each MLA
Constituency where online request and grievances of
consumers may be registered to facilitate online applications.
 Information under RTI

The Delhi Right to Information Act, 2001 (DRTI) and the Right
to Information Act, 2005 (RTI) empowers all the citizens to
seek information on various aspects from the Government. An
applicant can seek information relating to Delhi Jal Board
activities permissible under the DRTI and RTI Act after
depositing the prescribed fee.

S.No. Designation, Official Functions

Address and Contact
detail
To receive DRTI requests from
Addl.CEO, Room No- applicants and forwarded to
1 402,Varunalaya Phase- concerned information officers.
II,Karol Bagh Delhi-110005 Collecting the reply from
concerned officer and a
consolidated reply is furnish to
applicant.
To receive RTI requests through
2 Nodal Officer(RTI), Room No- manual & online and send it to
315B, Varunalaya Phase-II, concerned PIO on e- mail/online.
Karol Bagh,Delhi- 1100095.

Note: For more information/details regarding First Appellate

Authorities, Public Information Officers, Assistant Public
Information Officers of the Delhi Jal Board, kindly visit our website
www.delhijalboard.nic.in

Delhi Jal Board Customer Helpline Numbers:

1. Water and Sewer Problems

24X7 Toll Free Customer Care Number 1916.
Mobile Application of Delhi Jal Board available for Android Phones:
Available in Google Playstore
 Registering of Complaint on website: www.delhijalboard.nic.in

S.No. Nature of Complaint Tentative Time of resolution

1 Dirty water (Contamination) 12 Hours
2 Disconnection of water Connection 15 Days
3 Leakages of Water Pipeline 12 Hours
4 Others 3 Days
5 Pits on Road 3 Days
6 Illegal Boring 24 Hours
7 Water Connection Commercial or Bulk 15 Days
8 Water Tankers - Missed Trip 48 Hours
9 Water Tankers - Function/Other Demand 48 Hours
10 Water Tankers -Planned area/unscheduled 48 Hours
11 Water Tankers - Unplanned area/ 48 Hours
unscheduled
12 No Water 12 Hours
13 Short Supply of Water 12 Hours
14 Sewer Blockage 24 Hours
15 Sewer Overflow 24 Hours
16 Missing of Manholes Cover 12 Hours
1. RMS (Revenue Management System) Call
Centre for Billing Complaints: Helpline No. 1916
(Toll Free) Website: www.djb.gov.in
2. Customer Care Centre established under P.P.P. Model

(a) Malviya Nagar (MNWS) Near Apeejay

School Helpline No. : 18001024669 –
70 (Toll Free e-mail:
[email protected]
Website: www.mnonlive.com

ANY SUGGESTIONS:

We invite your suggestions for improving our services to customers.

Please send your suggestions to the following Address.
Office of Director (A&P), Room No – 201, Varunalaya Phase-II,
Karol Bagh, New Delhi- 110005 Tel.:235
 Organizational Structure of Delhi Jal Boar
Chairman, DJB

Vice Chairman Chief Executive Officer

Member (Admin.) Member (WS) Member (Dr.)

Addl. CEO Member (Finance) CVO

Director Director
(Revenue) (F&A)

Secretary DJB Director (A&P)