Customers
Currently, Air Selangor provides water supply services to over 2.4 million customer accounts in Selangor, Kuala Lumpur, and Putrajaya. We aspire to:
- Deliver unrivaled water services to our all customers.
- Provide a consistently adequate, environmentally safe and clean water supply, and value-for-money services that fulfill our customers' satisfaction.
- Achieve the highest attainable service standards and provide value for money water supply that fulfills customers' expectations.
Our customers are our biggest stakeholders and we strive to provide the best possible service to them. We connect with our customers through various communication and social media channels, i.e. Facebook, Instagram, Twitter, and LinkedIn, in addition to our 24/7 hotline, the Air Selangor Customer Center at 15300. As part of our effort to provide an improved customer experience through digital solutions, we enhanced the Air Selangor mobile app with a multitude of features that enable our customers to access the latest service notifications, check and pay their bills, as well as report leakages and water issues.
In 2020, Air Selangor has scored 63.6% in Customer Satisfaction Score (CSAT) score. This survey was conducted from 15 September until 25 October 2020 through two methods; online survey and Focus Group Discussions (consisting of three main stakeholder groups, i.e. residential, commercial, and partners). The score was derived from responses from 2,380 respondents in Selangor and Kuala Lumpur.
Stakeholder Engagement
Air Selangor also carries out engagement activities with local communities, residential associations, local authorities, political representatives and local assemblymen to build close rapport and provide current information on advancement and development as well as solutions with regards to issues related to water.
From time to time, Air Selangor also carries out dialogues and promotion activities on e-billing campaigns, Air Selangor App campaigns, bill payments explanation, bill printing and Water Conservation Programmes at various regional offices and high traffic locations.
Corporate Social Responsibility
The Skim Air Darul Ehsan (SADE) was introduced by the Selangor state government to provide the underprivileged with free water. To learn more about SADE, please click here.
Sesama Mara (#SesamaMara) is the overarching theme for Air Selangor’s corporate social responsibility (CSR) programmes for 2020. The programmes consist of grassroots initiatives to give back to surrounding communities and strengthen our ties with local communities, residential associations, local authorities and non-governmental organisations.
