Rand Water | Integrated Annual Report 2025

Water Quality Enquiries and Consumer Complaints For 2024/25 financial year, a total of 190 water quality enquiries and 14 water quality consumer complaints that required technical on-site investigations were received. All water quality consumer complaints were investigated successfully and the service evaluations conducted by the Customer Services Department indicated a 96.86% satisfaction level. This indicates that consumers were satisfied with the action taken by Rand Water. Typical investigations are attended to within 24 hours.

The origin of the consumer complaints as well as the nature of the complaints are shown in the graph below:

Consumer Complaints 2024/25 Financial Year

4

2

2

1

1

1

1

1

1

Direct Customer Merafong CoT

Midvaal

Rusternburg CoE

Emfuleni

No of complaints

Water quality

1 1 2

1

Health Colour

2

1

1

4

Taste & Smell

1

Customer Municipalities

Figure 20: Consumer Complaints 2024/25 Financial Year

Eight (8) of the 14 consumer complaints were colour complaints raised by consumers following the rapid filling of the Vaal Dam (Jan 25 to April 25) which resulted in a changed raw water quality and higher organic load. Tap Analysis Programme The Tap Analysis Programme (TAP) was established 27 years ago and following are activities embarked on for TAP during the 2024/25 financial year: • 81 participants submit monthly drinking water samples • 1 032 samples were taken The TAP data allows Rand Water to proactively detect differences in water quality within the bulk water quality provided by Rand Water, and to then address the changes with the relevant Water Services Authority. Non-compliances, particularly those that pose a risk to human health and require management as per an incident management protocol, are communicated and addressed with the affected Water Services Authority to ensure corrective actions are taken.

154

Rand Water | Integrated Annual Report 2025