2025/26 Performance Targets and 2024/25 Achievements
Daily Water Supply Services
| Services |
2025/26 Performance Targets |
2024/25 Achievements |
| Fresh water quality |
100% compliance with the Hong Kong Drinking Water Standards |
Target achieved |
| Flushing water quality i |
97% compliance with WSD Water Quality Objectives |
Target achieved |
| Supply pressure |
| - fresh water supply |
15 - 30 metres ii |
100% |
| - flushing water supply i |
15 metres ii |
100% |
| Response time for attendance to fault complaints |
| - fresh water supply fault iii |
Half a day |
100% |
| - others |
24 hours |
100% |
| Notice for planned suspension of water supply |
4 working days’ advance notice |
100% |
| Duration of suspension of water supply for planned work |
98% within 8 hours |
Target achieved |
| Time after receipt of report of burst main for valve closure to enable repair works to start |
| - for pipe diameter up to 300mm |
80% within 1 hour and 15 minutes |
Target achieved |
| - for pipe diameter above 300mm to 600mm |
80% within 2 hours |
Target achieved |
| Duration of supply interruption due to |
| - fresh water main burst |
70% within 7 hours |
Target achieved |
| - flushing water main burst i |
80% within 24 hours |
Target achieved |
| Provision of emergency temporary fresh water supply after isolation of burst main |
90% within 3 hours iv v
|
Target achieved |
Account-related Services
| Services |
2025/26 Performance Targets |
2024/25 Achievements |
| Taking up of consumership |
| - in person |
15 minutes vi |
100% |
| - by phone |
99 % within 15 minutes vi
|
Target achieved |
| - by post |
7 working days vii
|
100% |
| - by fax |
7 working days vii
|
100% |
| - by email |
7 working days vii
|
100% |
| - by Electronic Services Delivery viii ☺ |
7 working days vii |
100% |
| Issue of final bill upon closure of account |
3 working days |
98.6% |
| Refund of water deposit |
9 working days ix |
99.9% |
| Application for autopay |
3 working days x |
100% |
Meter-related Services
| Services |
2025/26 Performance Targets |
2024/25 Achievements |
| Reply to application for metered supply to new building projects |
20 working days |
100% |
| Proportion of accurate water meters |
98% with inaccuracy not exceeding ±3% |
Target achieved |
| Meter Testing |
8 working days xi
|
100% |
| Accuracy of meter readings |
99.9% |
Target achieved |
| Fixing of water meters for new accounts |
2 working days |
100% |
| Reconnection of water supply |
1 working day xii
|
100% |
| Issue of meter test report |
3 working days xiii
|
100% |
| Inspection of new building projects |
7 working days xiv
|
100% |
| Issue of “Certificate Regarding Water Supply Connection (Form WWO 1005)” |
10 calendar days xv
|
100% |
Telephone Enquiry Services
| Services |
2025/26 Performance Targets |
2024/25 Achievements |
| Success rate of measurable incoming calls connected to Customer Telephone Enquiry Centre |
99% |
Target achieved |
| Success rate of calls connected to operators |
94% |
Target achieved |
| Waiting time for operator service (Emergency Nature) |
75% not more than 30 seconds |
Target achieved |
Other Services
| Services |
2025/26 Performance Targets |
2024/25 Achievements |
| Application for fishing licence |
| - by post |
3 working days |
100% |
| - in person |
10 minutes |
100% |
| Interim reply to correspondence from the public |
10 calendar days |
100% |
| Reply to application for plumber licence |
10 working days |
99.9% |
| Conducting publicity campaigns and seminars for promotion of combating unauthorised water consumption |
70 nos. |
Target achieved |
| Initiating an investigation after receiving a complaint on suspected unauthorised water consumption within one working day |
92% |
Target achieved |
Notes:
- Flushing water refers to the saltwater and recycled water supplied by WSD for flushing purpose.
- Minimum residual head in the distribution systems except at their extremities.
- Including cases of no fresh water supply; polluted fresh water supply; and internal fresh water pipe burst likely to cause flooding.
- Emergency temporary fresh water supply except in times of “extreme conditions” arising from adverse weather or other dangerous conditions.
- Emergency temporary water supply, which will normally not be provided for supply interruptions expected to last for not more than 3 hours, will be provided in the form of standpipes, water tanks or water wagons.
- Processing time.
- Complete process upon receipt of completed application, including finalising account of the outgoing customer.
- ☺ New performance target for 2024/25.
- The cheque for refund of water deposit will be issued within 9 working days after issue of final bill.
- Upon receipt of notification from banks.
- From removal of the meter to meter test.
- After payment has been received.
- After the water meter test has been conducted.
- Upon report of completion of plumbing works by the licensed plumber.
- After
(a) receipt of application form WWO 132 Pt II;
(b) the plumbing works have been inspected to the satisfaction of the Water Authority; and
(c) water supply connection has been made.
Performance Pledge Leaflet 2025/26
