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Administrative Service Charter

Administrative Service Charter

We, the waterworks officials of Daegu, are committed to providing clean water and ensuring customer satisfaction, which is the utmost goal of the waterworks administration, and pledge to make every effort to provide citizens with the best administrative services possible, as outlined below.

  • 01.

    We will always keep in mind that “citizens have the right to receive the best service, and waterworks officials have the duty to provide the best service to citizens with sincerity.”

  • 02.

    As frontline public service providers in the waterworks administration, we will prioritize the citizens and handle all tasks with kindness, promptness, and fairness.

  • 03.

    We will thoroughly manage water quality to supply citizens with safe tap water.

  • 04.

    We will make every effort to ensure swift and flawless water supply construction and accurate billing.

  • 05.

    Should we cause inconvenience through unfriendly attitudes, unlawful or unfair administrative actions, we will immediately rectify the situation, offer a sincere apology, and provide appropriate compensation.

  • 06.

    We will gather citizens' opinions during the process of handling civil complaints and improve the practices of the complaint system from the citizens' perspective.

To achieve these goals, we promise to establish specific “Service Practice Standards” and ensure that all waterworks officials diligently put them into practice.

Service Standards and Details

Water Quality Management

  • We will disclose the results of water quality tests for both raw and produced tap water on our website at least once a month. We will also provide real-time water quality information through our website.
  • Should any abnormalities occur in the raw water or substances affecting tap water production be detected, we will immediately disclose this information and take appropriate measures.
  • We will only supply produced tap water that meets drinking water quality standards (60 items).
  • If you notice any abnormalities in your tap water, please contact us. We will promptly identify the cause and provide a solution via phone or on-site visit.

Water Supply Construction (New Installation, Modification, Auxiliary Meters)

  • We will conduct on-site surveys for construction related to water supply within two days of application receipt, reflecting customer feedback.
  • We will process applications for construction related to water supply according to the following standards, except where road excavation and pavement permits are required:
    • For pipes with a diameter of 50mm or less: within 3-5 days
    • For pipes with a diameter of 80mm or greater: within 10 days
  • We will start water supply construction from the date specified by the customer.
  • Should defects occur within three years after construction related to water supply, we will promptly perform rework at no cost to the customer.

Water Meter Reading and Billing Adjustment

  • Meter readings will be conducted on the regular reading date. However, in unavoidable circumstances including holidays, we will conduct meter readings within five days before or after the regular date to ensure transparency in billing.
  • If the customer is unavailable for a meter reading, we will revisit the customer and conduct the reading using the method preferred by the customer.
  • If we suspect an indoor water leak, we will check for the leak in the customer's presence. If the customer is unavailable, we will leave a note and notify the customer by phone.
  • We will accurately adjust and bill charges, and for any questions related to billing, we will provide a detailed explanation of the billing breakdown.
  • Water bills will be delivered at least seven days before the due date. If the bill is lost, please contact us by phone at least one day before the due date. We will take steps to avoid late payment penalties by notifying you of a replacement bill and providing instructions for a virtual account.
  • If you suspect an indoor water leak, please request an indoor water leak survey from the local business office. We will pay a visit within three business days and conduct a free survey.
  • If water leaks underground or within a wall beyond the water meter, we will reduce the repair fee by 50 percent upon customer request, for up to two months for monthly meter readings and four months for bimonthly meter readings. (Discounts apply upon submission of photos of the leak repair work and a confirmation letter from the construction company within 90 days of receiving the bill.)
  • If water leaks inside the water meter protection box (enclosure), the full amount of water consumed during the leak will be waived.
  • Customers who apply for automatic transfers at a financial institution will receive a one percent discount on each water bill and water usage fee (up to KRW 5,000). In addition, customers who apply to receive water bills by email or mobile phone text message will receive discounts of KRW 200 every month.
  • If you are planning to move mid-billing cycle and need an interim water bill, please check the water meter reading on moving day and apply at the local office or website. We will immediately calculate and notify you of the amount due so you can pay your water bill.
  • Households receiving livelihood assistance or medical assistance under the National Basic Living Security Act will receive a monthly water bill reduction equivalent to the cost of 10㎥ (for residential use). However, if the actual use or average use per household is less than 10㎥, the reduction will be calculated by actual use or average use per household.

Hydrant Management

  • When replacing a meter, we will promptly replace it after explaining the reason for the replacement. When disconnecting water service due to non-payment for more than one month, we will provide notice seven days in advance to prevent personal information leaks or privacy violations. Upon confirmation of payment, we will reactivate the meter immediately.
  • Upon your request to discontinue water service, we will remove the meter within two days and waive the basic fee per pipe diameter.
  • If meter readings reveal abnormalities in usage, we will conduct a functional test of the meter in the customer's presence, either on-site or in the laboratory, and promptly notify you of the results.
  • When replacing aging water pipes in your home, we will subsidize up to 80 percent of the total construction cost (maximum KRW 1.5 million for single-family homes and maximum KRW 1 million for multi-family homes).

Implementation of Open Waterworks Administration with Citizens

Correction of and Compensation for Incorrect Services by Civil Servants

  • If you had to visit more than once for a single complaint due to an error by the responsible staff member, we will compensate you with a gift certificate worth KRW 10,000 to 30,000, depending on your residence.
  • If water bills, water supply construction costs, or other fees are overcharged due to administrative error, the charge will be recalculated and promptly corrected, with any overcharge refunded and an apology issued.
  • If you are dissatisfied or unhappy with the handling of your complaint, please submit your feedback through the “Citizen Participation” section on the Waterworks Headquarters website (www.dgwater.go.kr). We will review the matter within five business days and provide the results via the method requested by the complainant.

Rewards for Reporting Civil Servant Corruption and Illegal Water Supply

  • Citizens who report civil servant corruption will receive a reward worth KRW 20,000.
  • Citizens who detect or report illegal water supply will receive a reward equivalent to five percent of the penalty amount.
  • Damage caused by unexpected pipeline incidents will be compensated promptly following an on-site investigation.

Citizen Satisfaction Survey

  • We will conduct a citizen satisfaction survey at least once a year to objectively measure the quality of waterworks administration services, and post the results on the Waterworks Headquarters website.
  • We will do our best to reflect customer opinions expressed in the citizen satisfaction survey and improve our administrative services accordingly.

Customer Service Channels for Each Service

Customer Service Channels for Each Service-Service, Department, Phone No., FAX, Jurisdiction
Service Department Phone No. FAX Jurisdiction
Main No. ☎ 120
Water Quality WaterQuality Research Institute 670-2610 670-3905 All areas of Daegu
Construction and Billing JungnambuOffice 670-3060 670-3922 Jung-gu and Nam-gu
" DongbuOffice 670-3160 670-3932 Dong-gu
" SeobuOffice 670-3260 670-3941 Seo-gu
" BukbuOffice 670-3360 670-3951 Buk-gu
" SuseongOffice 670-3460 670-3961 Suseong-gu, Gachang-myeon
" DalseoOffice 670-3560 670-3971 Dalseo-gu, Dasa-eup, Habin-myeon
" DalseongOffice 670-3660 670-3981 Dalseong-gun (Hwawon, Nongong-eup, Okpo,Hyeonpung, Yuga, Guji-myeon)
" GunwiOffice 670-3850 670-3889 Gunwi-gun