Air Selangor is committed to improving its services and infrastructures to better meet the needs of its consumers

Have you ever wondered where the water from your taps comes from?

It all begins with abstracting raw water from rivers, lakes, dams, or ponds. This is the first step in a vital process, where each drop is drawn from its natural source and embarks on a transformative journey.

Next, in stage two, technology takes the lead. At the water treatment plants, the raw water undergoes a rigorous process that includes pre-treatment, coagulation, sedimentation, filtration, disinfection, and fluoridation. These steps ensure the treated water meets the highest safety standards for consumption.

With every stage complete, the final chapter of the journey begins — distribution. The clean and safe treated water travels through an intricate network of pipelines, reaching homes, businesses, and communities.

Every drop that flows from your tap reflects Air Selangor’s commitment to reliability and quality, ensuring that its 9.62 million consumers have access to clean water every day.
As the leading water services provider in the country, Air Selangor is gradually upgrading basic infrastructure, replacing old pipes in the area, and building new water treatment plants to increase water reserve margin.

To date, Air Selangor’s extensive infrastructure includes eight dams, 34 water treatment plants, 1,657 service reservoirs, 746 pump houses, and 30,734 kilometers of pipelines.
Such vast infrastructure underscores the challenge of the company in maintaining a reliable water supply across Selangor, Kuala Lumpur and Putrajaya.

Investing heavily to upgrade infrastructures and ensuring regular maintenance

Air Selangor’s Chief Executive Officer, Adam Saffian Ghazali, stated that to ensure the continuous reliability and resilience of the water supply system, Air Selangor has allocated significant funds for infrastructure development and maintenance, enhancing existing infrastructure, and conducting regular maintenance.

“This includes upgrading existing facilities, replacing aging pipes, and installing sensors on main pipelines to monitor the condition in real time, thereby reducing the incidence of pipe bursts or pipe leaks,” he said.

He further explained that Air Selangor initiated the “Pipe Replacement Programme” in 2016 to enhance the efficiency of water supply services and replace aging pipes over 50 years old. In 2024, Air Selangor aims to replace 300 km of pipes annually and will increase this to 400 km per year starting in 2034.

Water quality standards meet the Ministry of Health specifications

In 2023, Air Selangor has achieved 100% compliance in its Quality Assurance Programme (QAP). The efforts of Air Selangor in water quality management, particularly its compliance with the Ministry of Health (MOH) standards, have resulted in a 99.93% compliance rate for drinking water quality. This ensures that the water supplied is clean, safe to drink, and meets national health regulations.

On the other hand, to ensure that all treated water supplied to consumers strictly meets safety standards, Air Selangor conducts inspections at each water treatment plant every two hours and has performed 299,952 analyses at 1,155 sampling points throughout the region.

Furthermore, the company conducted over 2.4 million water quality analyses, and its rigorous testing protocols further highlight its commitment to operational excellence.

By strictly adhering to regulations, Air Selangor not only safeguards public health but also contributes to the sustainable management of water resources through responsible practices.

Utilising multiple communication channels to provide the best service experience for customers

Air Selangor has always maintained a consumer-centric approach, dedicated to providing the best service experience to its consumers.

To achieve these goals, the company utilises multiple communication channels, including its website, mobile app, call center, social media platforms, customer service counters, and self-service kiosks (available only at the Kuala Lumpur regional office).

Additionally, the company has successfully achieved a 94.49% in the Service Level Agreement (SLA), meaning that customer waiting times for those using the Interactive Voice Response (IVR) system have been significantly reduced.

Air Selangor achieved a significant milestone when it was awarded the Customer Operations Performance Center Customer Experience (COPC CX) in December 2023. This achievement marks a major step in its commitment to delivering an exceptional customer experience.

Through various initiatives, the Air Selangor app makes it easy for users to report incidents such as pipe leak or pipe burst. The Air Selangor app’s ‘Report Leaks’ feature provides a simple and convenient way for consumers to report such incidents with just a tap. This quick and easy process helps preserve our water resources while allowing the consumers to play a role as a responsible consumer.

Furthermore, with digitalisation, consumers no longer need to wait for paper bills.

The electronic bill (e-Bil) allows the consumers to access their latest bill, reducing the risk of lost or delayed bills, and enables easy and fast payments anytime, anywhere. Consumers can enjoy the convenience of receiving their water bill each month via registered email or WhatsApp, free of charge.

Spreading joy to surrounding community

Air Selangor’s role extends beyond water supply, as the company actively engages with the community through various Corporate Social Responsibility (CSR) initiatives, with the “Sesama Mara” initiative being the main theme.

This initiative involves distributing “Box of Hope” to families in need. Since its launch in June 2020, it has successfully delivered 6,035 boxes containing essential food items to families requiring assistance.

Through the Festive CSR programme, Air Selangor recognises the significance of festive seasons in fostering community spirit and inclusivity, using these occasions to support the underprivileged.

In 2023, RM185,669.30 worth of provisions were distributed to 763 recipients across 20 different welfare homes during Chinese New Year, Ramadan, Hari Raya Aidilfitri, Hari Merdeka, Deepavali, and Christmas. Additionally, plumbing assistance was provided to ensure a continuous supply of clean, safe treated water to these welfare homes.

To help bridge the education gap, Air Selangor partnered with Pandai Education Sdn Bhd to provide digital resources for students preparing for their SPM examinations. Through this partnership, students gain access to the Pandai Premium application, which offers practice questions, tests, and online tutoring.

In July 2023, Air Selangor also launched the Hydro Heroes Volunteer Programme, encouraging its employees to engage directly with the community and foster a spirit of volunteerism and social responsibility within the organization. Activities under this initiative range from environmental clean-ups to educational programmes.

As the company continues to enhance and invest in its operations, it remains steadfast in its mission to provide sustainable water resource management solutions and actively contribute to the community.

For more information about water-related matters and Air Selangor, please visit hydrohub.airselangor.com.

Article Published in Sin Chew on 1 October 2024.