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| 1. National Water Service Commision ("SPAN") |
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| What is National Water Service Commision ("SPAN")? |
| The National Water Service Commision ("SPAN") is a statutory body formed to regulate and oversee the treated water services and sewerage services in Malaysia except for Sabah and Sarawak. |
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| SPAN was formed in April 2007 by virtue of Water Services Commision Act 2006 (Act 654) to regulate and enforce the provisions of the Water Industry Services Act 2006 (Act 655) known as "WSIA" and any subsidiary legislations created under it. |
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| WSIA came into force on 1st January 2008. |
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| 2. The Law |
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| What are the laws that regulate the water and sewerage services in Malaysia before 1 January 2008? |
| The respective water enactments and the Sewerage Service Act. |
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| What are the laws that regulate the water and sewerage services in Malaysia after 1 January 2008? |
| The Water Services Industry Act 2006 (Act 655) commonly known as "WSIA"). WSIA replaces the state water enactments and the Sewerage Services Act for all Peninsular Malaysia, WP Kuala Lumpur, Putrajaya and Labuan. |
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| What is the purpose of WSIA? |
| WSIA is created to allow the Federal Government to provide and regulate the treated water supply services and sewerage services which was formerly under the responsibility of the state authorities. |
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| It is also meant to ensure uniformity of the laws, policies for the proper control and regulation of water supply services and sewerage services throughout Peninsular Malaysia and the Federal Territories of Kuala Lumpur, Putrajaya and Labuan. |
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3. Licenses & Permit under WSIA |
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| What are the licenses under WSIA? |
| The types and categories of licenses issue under WSIA as follows: |
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| a) Individual License |
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| b) Class License |
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| 4. Consumers |
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| Does WSIA provide protection for consumer’s rights? |
| Under WSIA, consumers are given to opportunity to be involved to the industry through the water forum. Water forum will be representing the consumers in voicing their concern, opinions and suggestions. Through the Water Forum, the consumer may be propose the consumer standards which shall include model procedures for reasonably meeting consumer requirements, handling of customer complaints and disputes and the protection of consumer information. |
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| What are the functions of Water Forum? |
| The functions of Water Forum as the follows: |
| i. To represent, give back and suggestions to SPAN on any matters concerning the interest of the consumers relating to water supply services and sewerage services; |
| ii.To promote consumer’s interest relating to the tariff and water supply services and sewerage services; |
| iii. To identify and keep review under matters affecting the interest of consumers and ensure the water supply services and sewerage services company; |
| iv. To publicizes the existence, function and work of the Water Forum on the protecting the Consumers interest; and |
| v. To carry out any functions as may be determined by SPAN. |
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| 5. Consumers |
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| Can consumers make a complaint to SPAN? |
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How to use this service |
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A complaint service is available on the SPAN website. You can fill in a complaint or feedback form online by clicking on the link http://www.span.gov.my/aduanonline or by clicking on the link at the bottom right hand side of the website page or through telephone at 03-83179333 or fax at 03-83179336/9. SPAN will respond to consumer complaints within three days from the receipt thereof. |
FAQ 
