Cape Town Water Supply FAQ

Transcription

1 CITY OF CAPE TOWN WATER AND SANITATION DEPARTMENT FREQUENTLY ASKED QUESTIONS ISSUE 1

2 VISION STATEMENT To be a beacon in Africa for the provision of Water and Sanitation services. MISSION STATEMENT We pledge to achieve our vision by creating a centre of excellence in Water and Sanitation department through: Optimising resources Implementing environmentally-sustainable interventions Continuous improvement and knowledge management Good governance Customer satisfaction and good stakeholder relationships OUR VALUES Integrity: We maintain the highest level of ethics and fairness in our interaction with each other, our customers and other stakeholders. Respect: We respect all our employees, customers and stakeholders. We have the highest regard for the dignity of all people. Customer Focus: We meet customers needs by providing excellent service, optimal product performance and efficient support system. Trust: Our business model is based on trust and integrity as perceived by our stakeholders and customers. Transparency: We operate safely, openly, honestly and with care for the environment and the community. Professionalism: We encourage innovation, teamwork and openness among our employees and reward performance excellence. PHILEMON MASHOKO DIRECTOR: WATER & SANITATION DATE: 04 NOVEMBER 2010

3 FAQ Where does City of Cape Town get its water supply from? Cape Town is supplied with raw water from the six major raw water dams situated in areas surrounding the city, as well as eight minor dams and groundwater sources. The current water sources supplying Cape Town are: Surface Water Supplies: Dam Capacity (m3) Theewaterskloof Voelvlei Berg River Wemmershoek Steenbras Upper Steenbras Lower Kleinplaats Lewis Gay Woodhead Hely Hutchinson Victoria Alexandra De Villiers Land en Zeezicht Groundwater Supplies: Atlantis Groundwater Scheme Albion Springs A poster depicting the water catchment areas called Water Resources is available on the water website under the Demand Management tab What is the current water resource mix? Cape Town s current use of raw water for potable supply: (a) Surface water: 98% (b) Groundwater: 2% What is the Western Cape Water System? The Western Cape Water System is the integrated supply system comprising Government Water Supply Schemes as well as certain

4 dams and conveyance infrastructure owned by the City of Cape Town, and supplies raw water to Cape Town, surrounding urban areas and the agricultural sector in the catchments of the Riviersonderend, Berg and Eerste Rivers. How much water is allocated to the City of Cape Town? Currently Cape Town can be supplied with 399 million m 3 per annum of raw water from the Western Cape Water System and its own sources. What is the future planned water resource mix and why? The City of Cape Town, together with the Department of Water Affairs, is currently investigating potential future water supplies for Cape Town, including further surface water schemes, groundwater, water re-use and the desalination of sea water. Groundwater, water re-use and desalination would diversify Cape Town s water sources and reduce its reliance on surface water resources. A possible future mix of water resources could be: Surface water: 70% Groundwater: 7% Water re-use: 13% Desalination: 10% How many known significant springs are there in Cape Town and what is their yield? There are 18 springs under the control of the City of Cape Town, in the Oranjezicht, Newlands and Muizenberg areas. Only the Albion Spring in Newlands is utilised for potable supply, and can supply approximately m3 per annum. Certain of the springs are used for non-potable purposes such as irrigation or street cleaning. Why were the Oranjezicht Springs disused for potable supply and are there plans to use them in future? Use of the Oranjezicht Springs for potable purposes was stopped due to pollution from the surrounding urban area. The most recent tests done on the water quality of the springs still indicates the presence of pollutants in the spring water. The City is focussing on using the water for non-potable purposes such as irrigation.

5 To what level of assurance is water supplied to Cape Town? The level of assurance of supply from the Western Cape Water System to the municipal sector is currently 97%. What is the likely impact of the Climate Change on the security of water supply for Cape Town? Cape Town currently obtains most of its raw water from surface water supply schemes. Climate change could see the decrease of rainfall and surface water runoff, thereby decreasing the yield of the Western Cape Water System. Increasing average temperature could also increase the demand for water, especially during the hot and dry summer months. Current climate change assessments being conducted for the City of Cape Town indicate that while total annual rainfall may not change significantly in the mid-term, the frequency and intensity of rainfall over the year may change. What measures are being put in place to deal with the impact of climate change? As a pre-cautionary measure, the strategic planning being conducted for future resource development is considering the impact of climate change where one of the planning scenarios assumes a 15% decrease in the Western Cape Water System yield over a period of 25 years. Future resources being considered for implementation would reduce Cape Town s reliance on surface water resources. Water conservation and demand management initiatives are also critical to ensure that Cape Town s existing water resources are used efficiently and effectively. When and how is it decided to implement rationing or water restrictions? The System is planned and operated in an integrated manner to ensure that the amount of water stored by the end of the winter rainfall season is maximised. The probability of adequate supply or restrictions being required is constantly assessed over the hydrological year. Each year, at the end of the winter rainfall season, the storage of water in the Western Cape Water System is assessed, and a decision is taken by the Department of Water Affairs, based on anticipated use of water from the System, on whether demand needs to be restricted over the summer period.

6 How many water treatment plants does the City of Cape Town operate? The City owns and operates 12 potable water treatment plants, with a total production capacity of approximately Ml/day. Do water treatment plants have to be registered with any authority, and how is this done? Water Treatment Plants have to be registered with the Department of Water Affairs, the regulator of the water sector in South Africa. Compliance with standards and regulations are currently assessed annually by the Department of Water Affairs as part of the Blue Drop assessment programme. How are the City s water treatment plants powered? Most of the dams supplying Cape Town with water are situated at high elevations in mountainous catchment areas. The City s water treatment works are generally situated at elevations lower than the top water level of the raw water dams and this allows for the gravitation of raw water to the water treatment plants and thereafter through the distribution system to consumers, reducing reliance on pump stations to distribute water. Additionally, at four of the City s major treatment works, the potential energy is also used to generate electricity from turbines, which is used to operate the respective treatment works, and reduce or eliminate the need for electricity supply from the national grid. What are the contingency measures in place to deal with power outages? The City has various measures in place that reduce the impact of power outages: The City s large water treatment works (with the exception of the Voёlvlei WTP) are all able to generate electricity for operations from turbines. As much of the City s network utilises gravitational flow, the reliance on pumping is greatly reduced. The City s bulk supply system has been designed to provide 48 hours of emergency storage in potable water reservoirs. The City has an integrated bulk supply system that allows water to be supplied from treatment plants and reservoirs to different parts of the city as required (within certain limitations). This also allows for certain parts of the network to be shut down for maintenance purposes.

7 Critical parts of the water supply network have been identified where a higher security of electricity supply is needed, and these have been specifically addressed. What is the unaccounted-for water and non-revenue water percentage from the treatment works and bulk conveyance activities? The current unaccounted-for water percentage for the bulk water supply system is 4.3% of the total volume of potable water produced, as a 12 month moving average as at February What major projects are ear-marked in the next five years and what are their objectives? The Bulk Water Augmentation Scheme has been proposed to increase the treatment, storage and conveyance capacity of the City s bulk water supply system to ensure that future supply can meet the growing demand for water. The Bulk Water Augmentation Scheme will comprise the construction of a 500Ml/day water treatment plant, two 300Ml potable water reservoirs, a raw water pipeline supplying water from the Berg River Scheme to the new WTP and pipelines conveying water from the WTP to the new reservoirs and into the existing bulk water supply system. It is anticipated that the components of the Scheme will be constructed in phases between 2012 and The estimated cost of implementation is R1.7 billion (excl VAT). Is the water of Cape Town hard or soft and how is this handled in the treatment works? Cape Town s raw water is generally soft this is water that is under-saturated with respect to calcium carbonate. Soft waters are aggressive to cement lined pipelines and concrete reservoirs, and can cause significant damage over the long term if not addressed. Corrective chemical treatment, called stabilisation, is conducted at Cape Town s water treatment plants to prevent this problem. What are the general chemical and physical characteristics of Cape Town s raw water? Cape Town s raw water is generally acidic (low ph), soft and has a brown colour due to dissolved humic acids from decaying plant matter. These characteristics result from the mountainous catchments from which much of Cape Town s raw water is sourced.

8 Which standard is the quality of water measured against? The quality of water produced by the City of Cape Town complies with the South African National Standard 241 for Drinking Water, published by Standards South Africa, a division of the South African Bureau of Standards. Compliance with SANS 241 is assessed by the Department of Water Affairs as part of its Blue Drop assessment programme. What is SANS 241? SANS 241 is one of the many SABS standards and it is used to assess the quality of drinking water. It sets out chemical, physical and biological parameters that must be tested in drinking water and their limits as well as the frequency of monitoring. The limits are derived from expensive and highly technical and scientific epidemiological studies and research to determine public health risk during exposure. The aim of limits is to safeguard public health. FINANCE AND COMMERCIAL How many water meters are there in the City and how often are they read? There are approximately water meters and the City of Cape Town will attempt to read each one every month. How do Meter Readers read my meter and can they estimate my consumption? Meter Readers key the reading of the meter on a handheld computer terminal which contains the following information - erf number, address, customer name and meter location. The meter reader only records the reading of the meter and not the consumption used. The meter will not be read by the same meter reader each month and previous readings are not downloaded to the handheld terminal. The Meter Reader therefore cannot estimate the new reading. In cases where the Meter Reader cannot gain access to the meter (e.g. locked gates, dogs, obstructed by rubble, sand, grass, etc.),

9 the Meter Reader will enter the reason code into the terminal and leave a note at the property informing the customer of the reason why the meter could not be read. Customers then need to contact the City s Call Centre to make the necessary arrangements to have the meter read. In these cases where no readings are returned, the billing system will then calculate an estimated consumption based on the individual customer s consumption history. All estimations will be reversed when an actual reading is obtained. How can I assist to ensure that my meter is read every month? In terms of the Systems Act and the City s Water By-Law, the owner of the property must allow the Municipality readily access to the water meter. Please make sure that the meter is open and free of any obstruction. I keep my gates locked for security reasons and there is no one home during the day. Which arrangements can I make to have my meter read? Call the City s Call Centre on to phone your reading through every month. The Call Centre will provide a suitable date for your monthly phone-in reading as different areas are being read on different dates. There are different types of water meters installed throughout Cape Town. With all types of meters, the black numbers represent kilolitres and the red numbers represent litres. When phoning in your reading, only supply the black numbers as you are charged per kilolitre. Alternatively you can request the City to move your meter to the outside of the property. I don't think I have used as much water as what my current bill states. What can I do? There are basically only 4 reasons for a higher than normal account, i.e. (a) incorrect reading, (b) leakages on the property, (c) own consumption or (d) defective meter.

10 (a) Incorrect Reading Read the black numbers on the water meter and compare this with the meter reading on the current bill. If the reading on your meter is less than the reading stated on your account, you should contact the Cape Town City Council Call Centre on (menu select 1). If the reading on the meter is more than the reading appearing on your account, then you can reasonably assume that your water meter was read correctly. (b) Leakages Use the following as a guide for carrying out a leak check: Turn off all the taps on your property, avoid flushing the toilets and ensure that any automated devices such as washing machines and dishwashers are not in use. Carry out a meter reading and write down all the numbers on the meter (black and red). After a period of time of not using any water (usually overnight), read the meter again. If there is a difference in readings, it would suggest that a leakage exists on your property. Check for dripping taps, leaking cisterns in toilets, wet spots, green spots and if the problem is not obvious, contact a local plumber to investigate and repair the leak. After the leak has been fixed, you can apply for a rebate (reduction) on the water lost provided that the leak was underground and that it was on the primary reticulation of the property. Please note that rebates are not granted for leaks on irrigation systems, pool systems, geysers, toilets or any other secondary fittings / pipes. All rebate claims are subject to the customer providing registered plumber s invoice, details of the date that the leak was fixed, the location and nature of the leak. Each erf shall be limited to two rebate claims in a twelve month period. A property shall also be limited to a maximum of three rebate claims in total. It must be understood that the rebate is there to assist consumers with the additional charges of water lost and would therefore not cover the entire charges over the leakage period. Another simple method for checking your water usage is to monitor your consumption over a period of time (usually 1 week). Check the black numbers on your Water Meter at the same time each day (the black numbers represent kilolitres). Record the numbers for each day and from the second day of recording onwards, subtract the previous day's reading

11 from the current day's reading to give you the total number of kilolitres used for that period. At the end of the week, tally the your daily readings for the week and multiply by 52 to obtain an estimated annual water usage in kilolitres or multiply by 13 to obtain an estimated quarterly water usage figure (taking cognisance of seasonal fluctuations). For comparison purposes, an average resident uses approximately 300 kilolitres per year or 75 kilolitres quarterly. (c) Own Consumption Sometimes a higher account can be caused by own consumption, i.e. excessive irrigation, burst pipe, building work and renovations, geyser or toilet cistern problem. (d) Defective Meter If you have undertaken the above checks and still is of the opinion that the water meter is registering incorrectly, contact Cape Town City Council Call Centre on for the meter to be tested by our NATA certified laboratory. There is a standard fee that applies for testing the water meter. (Note: Iit is very rare for a water meter to read high.) The customer has got the right to be present during the testing of the meter. If the water meter is not accurate, the City of Cape Town will refund the testing fee in full and correct any usage charges associated with the faulty meter. Similarly, when your account is significantly lower than normal it could be mean an incorrect reading was taken or the meter is defective, you should then contact the Call Centre so that this can be investigated. How am I being charged for Water consumption? Domestic consumers are charged via a sliding scale or stepped tariff while all other user categories are charged via a fixed tariff. All domestic consumers get 6 kilolitres of water free of charge per month. Thereafter, the more you use, the more you are being charged per kilolitre. The current 2010/11 tariffs are as follows: First R 0.00 Next R 3.99 per kl Next R 8.51 per kl Next R per kl Next R per kl R per kl

12 All bulk metered flats, cluster developments and multi-residential dwellings supplied via a single meter also qualifies for an allowance of 6kl per unit per month at zero cost on submission of a signed affidavit stating the number of occupied units and are charged The current 2010/11 tariffs are as follows: First 6kl per R 0.00 Rest of R 8.62 per kiloliter I am struggling to pay the arrears on my account. What can I do? The customer should go to any Revenue / Cash Office and make arrangements to pay off the arrears in installments which are affordable to you. You will need your SA ID book, proof of total household income and your municipal account. If you and other members of the household older than 18 years are unemployed, you will need to complete an affidavit duly endorsed by a commissioner of oaths. How will the City alert me when I am in arrears and what action will be taken against me? The customer will receive an account every month showing the current charges for the month and the arrear amount. In addition, as part of the debt management processes, you will receive a warning letter alerting you to impending action. You should immediately go the any Revenue / Cash Office and make the necessary arrangements to pay off the arrears. Should you fail to respond to this notice within 7 days, your supply will be restricted if you are a domestic consumer or fully disconnected if you are any other type of consumer. Your water supply will only be restored if the account is paid in full or suitable arrangements have been made. A disconnection and reconnection fee is also payable. What will happen if I restore the water supply myself after it has been restricted or disconnected? It is illegal to restore your own water supply or tamper with your meter. An effective disconnection will be done and the supply will only be restored on payment of the full amount outstanding. Additional penalties or tampering fees in the amount of R 5, is also payable in these cases.

13 RETICULATION Informal Settlements How does the City of Cape Town provide water to residents living in informal settlements? The City of Cape Town provides access to water for residents living in informal settlements from a standpipe serving 25 households within a walking distance of 100 meters. All users must look after the standpipe and report a defective standpipe immediately so that water availability is restored to the community. Is the quality of the water in the informal settlements the same as in the formal areas? Yes, Cape Town Water services all its residents with the same quality of water. Our water meets the water quality criteria of the South African National Standard, SANS 241: How can our grey water be drained away? Most standpipes have gullies or soak aways near the standpipes to drain away grey water. Grey water must be discharged in designated areas and not in footpaths. Why don't I have a full flush toilet? Informal settlements differ from each other and present different challenges in the provision of sanitation. Where it is possible due to infrastructure availability, full flush toilets will be installed. But where infrastructure and space for toilets is limited, alternative sanitation options are available. There are not enough toilets for everybody. Why do I have to use the ablution block toilets? In informal settlements where there is not enough space for toilets to be installed on the standard ratio of 1 toilet to 5 households, then an ablution block is constructed to provide access to water and sanitation to the community. Where can I report service delivery complaints, such as broken toilets, blocked toilets, and broken standpipes?

14 Technical Operations Centre (burst and leaking water mains, faulty and leaking water meters, blocked and overflowing sewers, pollution to storm water and rivers, water saving tips, servicing informal settlements) Hotline: SMS: Why is my toilet not serviced regularly? Containerised sanitation options required services on a regular basis as determined by the needs of the people. Most toilets are serviced but those that have been missed may be when the toilet door was locked and the service provider had no access to clean the toilet. The service provider must arrange with the community to have the doors unlocked on the day of the servicing. BURST PIPES I think I have a burst sewer and sewerage is bubbling up out of the ground. What should I do? Contact us ALL HOURS on menu select 2 for water emergencies I think I have a burst water main/pipe/service. What should I do? Contact us ALL HOURS on menu select 2 for water emergencies I cannot turn my water off at the water meter or at the footpath cock, What should I do? Contact us ALL HOURS on menu select 2 for water emergencies SEWERAGE I think I have a sewerage blockage. What causes this?

15 Sewers, particularly old sewers throughout Cape Town can become blocked due to foreign objects, tree roots, nappies, toys, fat build up etc. What can be done about it? Cape Town Water has personnel dedicated to providing a 24-hour service to clear blockages in Council s sewer mains and house connections. Private drainers or plumbers are not permitted to undertake repair or replacement work on Council s sewer mains and house connections without permission from the authority. Only licensed drainers should clear blockages in privately owned house drains. Under certain circumstances Cape Town Water personnel may clear blockages in privately owned house drains. Fees may apply. What should I do? If you have a sewerage blockage, contact Cape Town Water or a private drainer / plumber TAPS My taps make a hammering noise, what is the cause of this? Probably the most common cause is a simple broken clip or not enough clips/saddles on your pipework in your roof or on the walls. A valve shutting in your automatic washing machine or dishwasher can also be a problem. Another cause for a hammering noise in your pipes could be a jumper valve (or washer) bouncing or jumping inside your tap when you turn it on. If this is the case, the jumper valve (or washer) will have to be pinned inside the tap. What should I do? Call a licensed plumber. Have them inspect and/or repair jumper valves and clips on pipe-work. WATER METERS Are our water meters SABS approved? The SABS division that regulates the water meters is now the National Regulator for Compulsory Specifications (NRCS). It is the City Of Cape Town s policy that all water meters must be verified by the NRCS and given a SA approval number.

16 Does my property have a water meter and where is it? All new water connections have a meter located below ground in plastic boxes on the footpath. Generally, meter boxes are located just outside the front property boundary. Meters which have been installed above ground in the past will be progressively replaced with underground meters, under the current meter replacement program. If a customer requests the relocation of an above ground meter to below ground prior to replacement under the meter replacement program, the standard meter relocation fee would apply. I don't think I have used as much water as what my current bill states. What can I do? If you feel the water usage stated on your bill is too high, there are 3 things that you can do: Check Your Water Meter The first step would be to ensure that your meter has been read correctly. To do this, you need to read the black numbers on your water meter and compare your reading with the meter reading on your current bill. If the number on your meter is less than the number stated you should contact the Cape Town City Council billing section on menu select 1. Monitor your water usage Another simple method for checking your water usage is to monitor your consumption over a period of time (usually 1 week). Check the black numbers on your Water Meter at the same time each day (the black numbers represent kilolitres). Record the numbers for each day and from the second day of recording onwards, subtract the previous day's reading from the Current day's reading to give you the total number of kilolitres used for that period. At the end of the week, tally your daily readings for the week and by 52 to obtain an estimated annual water usage in kilolitres or multiply by 13 to obtain an estimated quarterly water usage figure. For comparison purposes, an average resident uses approximately 300 kilolitres per year or 75 kilolitres quarterly. How can I have my water meter tested? If you have undertaken the above checks and still believe your water meter to be reading incorrectly, contact Cape Town Water

17 who will arrange for the meter to be tested by our SANAS accredited laboratory. There is a standard fee that applies for testing the water meter. It should be noted that it is very rare for a water meter to read high. If there is an error in the meter it is almost always reading low, i.e. recording less water consumption. Therefore we do not encourage the testing of customer meters on request. Cape Town Water undertakes testing of water meters as part of its quality control procedures. What happens if the water meter is faulty? If we find that the water meter is not accurate to within +- 5% of actual consumption, Cape Town Water will replace the meter and reimburse the standard fee and any additional water usage charges associated with the faulty meter. How do I read my water meter? There are several different types of water meters installed throughout Cape Town. You may have difficulty in accessing your meter as most are fitted with a lockable cover. With all types of meters, the black numbers represent kilolitres; the red numbers represent litres. By keeping a check on these black numbers you can monitor how many kilolitres you have used in any given period. To check your weekly consumption, check the black numbers at the beginning of the week, come back a week later and note the black numbers again. The difference will be the number of kilolitres used in a week. Multiply this by 52 and you will get a rough guide to your annual usage rate. You are charged for every kilolitre used on an increasing sliding tariff. Don't interfere with your water meter. There are prescribed penalties for interfering with water meters. How do I check for leaks Use the following as a guide for carrying out a leak check: Turn off all the taps on your property, avoid flushing the toilets, and ensure that any automated devices such as washing machines and dishwashers are not in use. Carry out a meter reading and write down all the numbers on your meter (black and red). After a period of time of not using any water (usually overnight), read your meter again. If the meter number has increased it is possible that you may have a leak on your property. Check for dripping taps, wet spots, green spots and if the problem is not obvious contact a local plumber to investigate and repair the leak.

18 WATER PRESSURE Why does the water pressure fluctuate? Water pressure generally decreases with increased flow or consumption. Normally in the morning between 06:00 09:00 and in the evening between 18:00 21:00, residents are at home having showers, washing clothes, washing up dishes and sprinkling lawns and gardens. These are the times of highest flows in the water supply system and consequently result in reduced water pressure. How can I tell if the water flow is below standard? If you consider that you have low water pressure, we suggest that you undertake the following steps before contacting Cape Town Water. Obtain a container or garden bucket (around 10 litres) Turn off all internal and external taps; Turn on a tap at the front of the property and time how many seconds it takes to fill the bucket. Make sure that you turn the tap on completely before starting to fill the container. If the time taken to fill the bucket is less that 25 seconds, then the water flow is in the acceptable range. Check with your neighbour whether they are experiencing low flow at the same time. If your neighbour does not have a problem, the lack of flow may be Isolated within the plumbing of your property. Consider the age and size of the pipes in your internal plumbing. Smaller diameter galvanized pipes older than 15 years of age generally cause flow and pressure problems due to smaller pipe size and internal corrosion. Water Quality How often is Cape Town s water tested? Cape Town Water s Scientific Services Laboratory tests over 5,700 samples of water each year. Water is tested from around the Cape Town area every week. Testing points may include: Raw water Water that has been treated at the treatment plant Water from reservoirs Water from pipe-work around the city Sample points outside residential homes and public areas. Where can I get the status of my drinking water? Department of Water Affairs Drinking Water Blue Drop System (BDS) website on Call City of Cape Town Scientific Services Branch on

19 Which water quality criteria does Cape Town s Water meet? Our water meets the water quality criteria of the South African National Standard, SANS 241: Do I need to filter my tap water? No. Tap water is constantly tested and monitored to ensure it is safe to drink. Do we add fluoride to the drinking water? No, we do not fluoridate drinking water in Cape Town. What is Fluoride? Fluoride is a natural element found in nearly all drinking water and soil. Does Cape Town s water supply have fluoride? Fluoride is not added to Cape Town s water, but it naturally contains less than 0.1 mg/l. What must I do if I think I need to increase daily fluoride intake? If you wish to use fluoride for dental health reasons, you should speak to your dentist and/or pharmacist. What chemicals are added to the water? In order to ensure a safe water supply, responsible water authorities need to treat the water supplied to customers. The following chemicals are added during treatment: Aluminium sulphate (Alum) Ferric sulphate Sodium Aluminate These chemicals are added to combine with humic compounds, dirt and bacteria in water so that they settle and can be filtered out during the treatment processes. These processes remove all but a tiny fraction of the particulate matter. Lime and Carbon Dioxide are added to ensure that the water does not corrode the city's water mains and customer s plumbing. Chlorine is added as disinfectant to rid the water of harmful micro-organisms. It is important to note that these chemicals are removed throughout the treatment processes so that their levels in the final treated water is so minimal that it does not pose adverse effects to public health.

20 Why does my tap water sometimes have a musty/earthy smell? Geosmin is generally responsible for this smell. Why? Geosmin is a harmless substance released by algae during its decay. What can I do? In most instances the City treats the water so that the smell/taste is minimal. An inexpensive activated carbon home treatment device will remove the smell. If the problem persists please notify Cape Town Water. Why does my tap water sometimes have a chlorine smell? Chlorine is added to the water during treatment, this causes this smell. Why? A small amount of chlorine stays in the water to maintain the quality to the consumers tap. The level used is harmless, although some consumers may notice a bleach-like taste or smell. After work has been carried out on distribution pipes and in order to maintain water quality the chlorine level may be increased for a short period of time. Chlorine may also react with certain materials used in plumbing and some kettles to form a taste. These are not normally harmful and usually only occur for a short time. What can I do? Refrigerate your drinking water or allow it to stand as this allows the chlorine to dissipate. If the problem persists please notify Cape town Water. Why is my tap water white/milky/ cloudy? Trapped air within the water causes this. Why? High pressure in the distribution pipes causes trapped air to become dissolved in the water. As soon as you open your tap, the pressure is released, allowing the air bubbles to form.

21 It is most common after a burst water main has been fixed in the area and air has been trapped in the pipes when the water main is turned back on. Appearance of water may range from a light cloudiness to a very milky, opaque colour. After a while, the water clears from the bottom (in a clear glass) as the bubbles rise to the top and are gone. What can I do? Allow a glass of water to stand and the milky appearance will clear from the bottom upwards as the air leaves the water. Why is my tap water discoloured? Disturbance or sediment within the water main can cause this to occur. Why? A burst water main or system maintenance works generally cause disturbances or sediment in the water main. What can I do? Running a tap at the rear of the property will usually clear the problem. Use this water to water plants to ensure it is not wasted. If the problem continues please contact Cape Town Water. Why is my tap water discoloured, rusty?. Iron (rust) can be the cause of this. Why? The pipes or geyser may be rusting and rust or orange coloured water may be the result of galvanic corrosion in homes that have plumbing with a mixture of copper and galvanized iron pipes. Rust collects in the pipes and is flushed out when you open the tap. What can I do? Allow the water to run until it clears. Use this water to water plants to ensure it is not wasted. Please notify Cape Town Water if the problem persists. If the problem is caused by old piping on the premises, this piping may need to be replaced at the owner s expense. Do we have hard or soft tap water and what is the difference? Two minerals calcium and magnesium, cause hardness in drinking water. These are common naturally occurring elements in water.

22 What is hardness? The greater the concentration of these minerals, the harder the water. The water is said to be hard because it is more difficult to make lather or suds for washing. Water containing little calcium or magnesium is called soft water and this water lathers more easily. What is the hardness value of the tap water? Water in the Cape Town area is moderately soft with an average of 60 mg/l calcium carbonate which equates to 3.4 German degrees or 6.0 French degrees. What can I do? You can refer to the manufacturer s instructions on your dishwasher or washing machine for further guidance. Normally use the lower setting (1) and add salt. Description of water Hardness (as mg/l calcium carbonate) Soft 0 50 Moderately soft Slightly hard Moderately hard Hard Very hard Over 300 What are heavy metals? Heavy metals are elements that occur naturally on the earth s crust. They are stable and cannot be destroyed or degraded. They can accumulate in the soil and sediment environments. Human or anthropogenic activities such as mining and other industries can cause heavy metals to be present in air by attaching them to aerosols and water farthest distances from their sources. Examples of heavy metals are: Zn (Zn), Lead (Pb), Copper (Cu), Aluminium (Al), Cadmium (Cd). Should I be concerned? Does our water in Cape Town have heavy metals? No, our water complies with specifications set for these metals. Possible changes in concentration may come from the following sources: iron, the poor condition of old pipes; Pb, Cd and Zn, corrosion of galvanized joints and pipes. Galvanized pipes are not recommended for use in the Cape Town water supply area. What do I do? Check the condition and type of pipe used in your home if you are unsure about the presence of heavy metals contact us.

23 What is E. coli? E. coli is an abbreviation for Esherichia coli bacterium which is a Gram negative, rod-shaped, facultative anaerobic bacterium. It is a common inhabitant of the lower intestine of warmblooded animals/mammals including birds. Most E. coli strains are harmless and are part of the normal flora of the gut and can benefit the host by producing Vitamin K and they also prevent the build-up of disease causing bacteria in the gut. Harmful strains include serotype 0 157:H7 Is E. coli present in Cape Town s drinking water supplies? No, our drinking water supply complies to the most stringent microbiological requirement of SANS 241: 2006 which stipulate zero E. coli per 100ml. VOLUMETRIC SEWAGE CHARGES FULL DOMESTIC CONSUMERS How was an effluent charge based on 70% of metered water consumption arrived at? Domestic water use can be divided into 2 categories: (a) waste water producing use and (b) No waste water producing use. Through a year, the proportions of waste water producing use can vary from 0% to 100%. A similar variance is possible in the no waste water producing use. Research indicates that the average waste water flow from a single residential erf is in the region of 70% of water consumption. A 5 year study in the Tygerberg Administration area indicated that 70% of water consumption was put to waste water producing use for single residential erven. A Council resolution precludes the adjustments of 70% of metered water supply for volumetric sewage charge for this category of consumer. How was the maximum charge of 35 kilolitres arrived at? Similar studies indicated a maximum annual average waste water producing category of 35 kilolitres per month.

24 DOMESTIC CLUSTER CONSUMERS (CLUSTER HOUSING, FLATS ETC.) How was an effluent charge based on 90% of metered water consumption arrived at? Similar studies indicated an effluent charge based on 90% of metered water consumption. Should disputes arise proportions of waste water producing water consumption and no waste water producing water consumption can be established by means of a water use audit. Why is there no maximum as in full domestic consumers, considering some cluster housing having extensive gardens? The variation of water consumption of consumers in this category precludes the setting of a maximum limit. INDUSTRIAL / COMMERCIAL CONSUMERS How was an effluent charge based on 95% of metered water consumption arrived at? Research indicates that 95% of water consumed falls in the category of waste water producing consumption. Should disputes arise, proportions of waste water producing water consumption and no waste water producing water consumption can be established by means of a water use audit. How are queries answered when consumers claim that the majority of water gets bottled, used on sports fields, used on gardening etc. Commercial/Industrial consumers pay volumetric sewage charges on 95% of their water consumption. In the case of industrial consumers that are receiving industrial effluent charges, many of these consumers have already undertaken a water audit to establish what portion of their water consumptions falls in the waste water producing category. Where no water audit has been carried out, the consumer can request one of the Municipality. The waste water producing portion of the water consumption will then form the basis to determine the volumetric sewage charges.

25 Industrial consumers are sometimes subjected to effluent charges based on COD, metal, other pollutant loadings. Will these charges remain as a Pollution Surcharge? Yes, industrial effluent charges will be charged as a surcharge to the new volumetric sewage charges until further notice. COUNCIL WATER CONSUMERS Will Council owned flats, some of which are individually metered, be subject to volumetric sewerage charges? Yes, as domestic cluster consumers at 90% of water consumption. Will these be treated as full domestic connections or domestic cluster consumers in the application of either the 70% of 90% volumetric rating? As domestic cluster consumers at 90% of water consumption. Will Council water connections connected with sewage producing elements (e.g. offices, depots, stadia, wash houses, ablution facilities etc.) be charged an effluent charge? Yes, for example if an ablution facility is metered and all the water through the meter is used in the ablution facility, the facility would be charged at 95% of consumption at the applicable rate. If smaller proportions of the metered water supply fall into the waste water producing category, these portions will be assessed and charged. What will this charge be 70%, 90% or 95% of water consumption? The charge for Council offices, depots, wash houses, centre s etc. will be 95%. Single residential Council houses will be charged at 70% to a maximum of 35 kilolitres sewage. Council stadia with single connection for irrigation and ablutions will be depended on a water use audit to determine their volumetric sewage charges.

26 Will Council water connections irrigating Public Open Space, sportsfield, road medians etc. be charged an effluent charge? No, not if the water passing through the water connection falls in the no waste water producing category. How will the above be identified? These water connections will have to be manually identified. MISCELLANEOUS Will properties, previously exempt from rates (e.g. places of worship, welfare organisations, religious establishments etc.) be charged volumetric sewage charges? Yes. Will this be charged at 70%, 90% or 95% of water consumption? 95% of water consumption or as determined by a water use audit. Are water consumers without sewer connections subjected to the volumetric sewage charges? No, they are not subjected to volumetric charges. How will these consumers be identified? These water connections will have to be manually identified. Are consumers without sewer connections, but serviced with bucket systems, septic tanks and conservancy tanks subject to volumetric sewage charges? No, they are not subject to volumetric sewage charges. Is there any provision for adjustments of volumetric sewage charges by front line staff? No, only delegated officials will be allowed to change the percentage.

27 If so, what are the guidelines on who should have delegated authority? The Head: Policy, Strategy and Regulation will send a Water Pollution Control Inspector to assess the percentage. Will adjustments to water consumptions (e.g. clockovers, incorrect readings, estimate reversals etc.) automatically adjust the volumetric sewage charged or will the adjustments to the sewage charge be done manually? Volumetric sewage charges will automatically be adjusted when water consumptions are adjusted. How will rebates from underground leaks be handled? Will it result in an adjustment to sewage charge? Rebates should be handled as per the Tariff Policy and also apply to the volumetric sewage charges. All sewerage charges which were based on water lost through leakages will be adjusted. In the case of dual supplies to a premise (e.g. domestic and fire connections separately metered), will the fire connection attract volumetric sewage charges? No, if there is no sewage production then there is no volumetric sewage charge. In the case of property development, water connections frequently precede sewer connections. From when will the property attract volumetric sewage charges? New developments will only attract volumetric sewage charges from when they are connected to both the Municipal water and sewerage systems. When are the current volumetric sewage charges effective from? The charges are effective from and are based on water consumed, or estimated to have been consumed, from

28 What do I do if I want to get water from a Bulk Water main? The Bulk Water System functions as a regional bulk supply system and supplies water into the reticulation networks of the City of Cape Town and the Drakenstein and Stellenbosch Municipalities. Individual consumers are supplied with connections from the respective reticulation networks. The expansion of these networks are planned to supply growing demand within the respective urban areas. Prospective consumers should contact the following offices to apply for a new water connection: City of Cape Town Reticulation Branch Offices District 1: South: District 2: Tygerberg: District 3: Khayelitsha: District 4: Helderberg: District 5: Mitchells Plain: District 6: Northern Panorama: District 7: Ebenezer: District 8: Hillstar: WATER DEMAND MANAGEMENT (WDM) What is Water Demand Management and why is it important to Cape Town? water demand management means the adaptation and implementation of a strategy and action plan by a water institution or consumer to influence the water demand and usage of water in order to meet any of the following objectives: economic efficiency, social development, social equity, environmental protection, sustainability of water supply and services and political acceptability; What is the difference between Water Conservation (WC) and Water Demand Management? water conservation means the minimization of loss or waste, the care and protection of water resources and the efficient and effective use of water; It would result from the adoption of the strategy and action plan embodied in water demand management.

29 Is Cape Town undertaking Water Demand Management and Water Conservation? Yes, water leaks projects, pressure management, treated effluent reuse, fixit leaks repairs, education and awareness, leak detection and meter audits. The water conservation projects include a variety of campaigns launched annually consisting of shopping mall promotions, visits to schools, distribution of material to small businesses, media and radio advertising. What are the objectives of the Cape Town Water Demand Management? Reduction and maintaining of Non Revenue Water (NRW) below 15% of the total average demand by Reduction and maintaining water wastage of consumers below 2% of the total demand by 2012 and achieve acceptable water efficiency benchmarks by Reduction of potable water demand growth rate to less than 1% p.a. for next 10 years and conservation of Cape Town s water resources. Ensure and maintain on-going and effective management systems and implementation of Integrated Water Resource Planning (IWRP) in all decisions of water resource augmentation, bulk infrastructure development and water efficiency projects. Adoption of WC/WDM as key water service delivery strategy and ensuring it is given priority in its implementation. What activities are involved in Water Demand Management and what are the expected water savings from each of these initiatives? Pressure management Integrated water leaks project How much water savings have been achieved from the beginning of the programme in 2006? 64 Ml/d of potable water is being saved. An amount of 42Ml/d of treated effluent is being used where potable water was previously used. As a consumer, how can I save water? Check your meter reading regularly for anomalies Check for and repair water leaks.

30 Basin Toilet Never brush teeth or wash hands, dishes, plates etc. under a running tap. Always use a plug or catch the waste water for reuse. Never run a tap wastefully. Regularly inspect taps for drips and repair defective taps, dripping tap (1 drip per second) could waste up to 30 l a day (that is equivalent to l a year!) Replace tap washers regularly and fit tap aerators to restrict and spread the flow, this saves water yet feels like you are using the same amount of water. Never flush a toilet unnecessarily (if it s yellow let it mellow, if it s brown flush it down). Always use water saving devices in toilet cisterns to minimize fl ush volumes. Regularly inspect toilet flushing mechanisms for water tightness, internal overflowing and repair defects promptly. Dishwashing (excluding dishwasher) Try to wash dishes only once or twice a day. Garden/ outdoor Re-use shower, bath and dish water on your garden as much as possible. Hosepipes for outdoor watering must be fitted with a selfclosing device. On watering days, don t water your garden between 10:00 and 16:00. Mulch gardens to retain water. Don t cut lawns below 4 cm in length, as this reduces root depth Watering the garden less frequently, but deeper (for longer) encourages a deeper root system, which results in stronger plants. This practice can make water-wise plants out of most established plants Don t wash a car with a hosepipe, use two buckets. No washing down of hard surfaces. Swimming pools should be fitted with a cover. Automatic top up systems using a float valve fed from a potable source to supply swimming pools and garden ponds are not allowed. Re-All decorative water features i.e. fountains etc. shall recirculate water within the device.