Leading the way in sustainable water management

Air Selangor is focused on proactive efforts and innovative approaches to water quality preservation

WATER nourishes life, sustains ecosystems, and serves as a foundation for countless human innovations. Thus, preserving water is as important as financial planning for the future because it is a fundamental resource, just as money is essential for meeting future needs and emergencies.

Without clean and sufficient water, health, food security, and daily living are severely impacted. By conserving water today, this precious resource is protected for future generations but also reduces environmental degradation and safeguard the ecosystems that are vital to our survival.

Recognising the immense importance of the “drop of life”, Pengurusan Air Selangor Sdn Bhd (Air Selangor) is committed to preserving this life-giving resource for current and future generations.

Air Selangor chief executive officer Adam Saffian Ghazali says, “By leveraging advanced technologies and upholding a strong commitment to sustainability, we are dedicated to safeguarding this invaluable resource for both present and future generations.

“Serving over 9.62 million people in Selangor, Kuala Lumpur, and Putrajaya as the largest water services provider, we recognise that water is far more than a mere commodity—it is essential to sustaining life, empowering communities, and driving development.”

A temporary issue and its common causes

When water contains particles such as dirt, algae, or minerals, it can appear coloured because these particles disrupt the way light travels through the water. Air Selangor reassures consumers that the occurrence of coloured water is typically not a cause for concern.

While such issues can raise concerns about water quality and safety, it is important to understand the underlying causes. Treated water naturally contains minerals like iron and manganese, which are within the limits set by the National Drinking Water Quality Standards imposed by the Health Ministry. Over time, these minerals can form sediment that settles at the bottom of the pipes.

Changes in water flow – due to factors such as pipe repairs, leaks, or water supply redistribution – can disturb this sediment, causing it to resuspend and move with the water. This can temporarily make the water appear coloured.

However, this issue is generally short-lived. If consumers experience coloured water, they are advised to run the tap for a few minutes until the water clears. If the problem persists for more than five to 10 minutes, they may contact Air Selangor at 15300 for assistance.

Safeguarding water quality

Water quality is a priority for Air Selangor, especially in the densely populated areas of Selangor, Kuala Lumpur, and Putrajaya. As the region’s primary water supplier, the company is committed to ensuring that its treated water remains clean, safe, and free from contaminants.

To address challenges like coloured water, it has implemented advanced measures to maintain high water quality standards.

To guarantee that the water supplied to consumers is always clean and safe, Air Selangor employs a robust system of monitoring and testing at every stage of water treatment and distribution.

One of the key methods used is the frequent sampling and analysis of water at its treatment plants. Water samples are analysed every two hours by a team of chemists and microbiologists. This continuous testing allows experts to detect any impurities or potential contaminants before the water is distributed to the public.

In addition, Air Selangor conducts in-site testing at 34 water treatment plants (WTPs) across the region, periodically sampling 500 water samples from various points in the distribution network. Combined with laboratory analysis, this ensures continuous monitoring of water quality. If any irregularities are detected, Air Selangor can take immediate action to prevent contaminated water from reaching consumers.

To further enhance its capabilities, Air Selangor has introduced a mobile laboratory equipped to perform preliminary water quality tests directly at water sources or water treatment plants. This allows the company to quickly identify potential water quality issues and respond without delay. If further analysis is needed, the samples are then sent to regional laboratories for more comprehensive testing.

Water quality monitoring is not limited to detecting known pollutants. Air Selangor is also proactive in addressing emerging contaminants that pose new challenges to water treatment. These include pharmaceutical residues, per- and polyfluoroalkyl substances (PFAS), and other newly identified pollutants that are often more difficult to detect and remove using traditional water treatment methods.

Recognising the risks posed by such contaminants, Air Selangor regularly tests for emerging contaminants at its water treatment plants and throughout the distribution system, using advanced technologies to detect and manage new risks promptly.

As climate change, urbanisation, and industrial activities continue to put pressure on water resources, Air Selangor’s rigorous approach to water quality preservation is more important than ever.

Adam emphasises that Air Selangor takes a holistic, proactive approach to preserving water quality using a combination of scientific expertise, cutting-edge technology, and proactive monitoring.

“By combining advanced testing technologies, mobile laboratories, and continuous monitoring, we address both traditional and emerging water quality challenges. This commitment ensures that the water supplied remains clean, safe, and reliable,” he says.

Adam adds that in 2023, Air Selangor achieved an outstanding milestone, recording 99.93% compliance with the Ministry of Health Malaysia’s (KKM) National Standard for Drinking Water Quality (NSDWQ) and 100% compliance with the Quality Assurance Programme (QAP).

The Drinking Water Quality Standard (DWQS), based on guidelines from the World Health Organization (WHO), is widely adopted in countries such as Singapore, Japan, and Australia.
In line with its vision to become a leading water services provider in Asia by 2030, Air Selangor continues to prioritise sustainability by ensuring safe, clean, and reliable treated water for current and future generations.

Maximising customer experience

Air Selangor, serving a vast consumer base, recognises the need for efficient customer service to address the high volume of feedback and inquiries it receives. Traditional methods like hotlines and counter services are no longer sufficient.

This has led the company to launch multiple channels, including its website, app, call centres, social media, customer service counters, and self-service kiosks, to offer quick and convenient ways for consumers to provide feedback and resolve issues.

To ensure timely responses, Air Selangor aims to resolve cases efficiently and sends SMS notifications to consumers once issues are addressed. The company’s app, which has been downloaded over five million times, receives thousands of inquiries, and the call centre handles over a million calls annually.

Additionally, Air Selangor’s social media platforms including Facebook, X (formerly Twitter), and Instagram, serve as key communication tools with consumers.

Through these efforts, Air Selangor strives to maintain strong communication, minimise service disruptions, and provide an exceptional customer experience.

Air Selangor has achieved another significant milestone in 2023 by obtaining the ISO 18295-2:2017 certification for its contact centre. This certification reinforces the company’s commitment to improving customer service management, ensuring that it meets and exceeds consumer expectations.

The ISO 18295 specifies requirements and guides in-house and outsourced customer contact centres. The standard applies for any customer interaction with a customer contact centre.

As a company that takes pride in enhancing employee performance and improving customer support, Air Selangor tailors its approach to better equip its employees to provide more personalised, efficient service, leading to a higher level of customer satisfaction. It conducts physical engagement activities through its customer outreach programme, fostering stronger, long-term relationships with consumers.

It also streamlines complaints and feedback systems to include multiple channels that enables customers to submit inquiries, track the progress of submissions, and resolve issues related to water bills, metres, and other water supply services.

With these initiatives, Air Selangor is continually raising the bar for customer experience, ensuring that it meets the evolving needs of consumers and enhances the delivery of water supply services.

Collaborating for change

Engaging the wider community in reducing non-revenue water (NRW) is an important factor in preserving and conserving water. Air Selangor recognises its importance and has made significant strides with its recent initiatives—one of which is the Leak Reporting Campaign that was launched in August last year.

This campaign encourages both consumers and staff to report any leaks—whether they be pipe leaks, bursts, meter leaks, or suspected illegal water tapping—using the newly added “Report Leaks” feature in the Air Selangor app.

By introducing this feature and campaign, Air Selangor can quickly identify and address leaks to minimise water resource losses and promote a more sustainable use of water.

Moving forward

Guided by its vision to be a leading water services provider in Asia, Air Selangor focuses on providing efficient and affordable solutions that prioritise customer satisfaction, while maintaining a strong emphasis on sustainability and innovation.

At the heart of Air Selangor’s mission is the adoption of sustainable practices to ensure long-term water security for future generations. The organisation leverages cutting-edge technology and innovative solutions to enhance operational efficiency and service delivery.

Beyond its core operations, Air Selangor is deeply committed to supporting the community and protecting the environment through responsible water resource management to create positive impact for stakeholders and the ecosystem alike.

“As global challenges such as climate change and water scarcity continue to rise, we are reminded of the critical importance of preserving and respecting this vital resource. Every drop counts, and every drop has the potential to make a difference,” says Adam.

To learn more about how Air Selangor is preserving water and enhancing service quality, visit the official website at https://www.airselangor.com/.

Article Published in The Star on 6 December 2024.