The Ingenieur Vol 57 January-March 2014 The Ingenieur Vol 57 January-March 2014 | Page 63

PBAPP’s newest Customer Centre on
Level 4, Komtar.
Bukit Mertajam and Jawi. Equipped with on-line
“Customer Help Desks” (I.T. systems with realtime links to the databases of the Corporate
Services, Finance, Information Technology and
Operations departments), PBAPP customer
care personnel are able to address 20 types of
customer transactions on-the-spot. Besides water
bill collection, the CCCs also handle payments
for bills issued by Tenaga Nasional, Telekom
Malaysia, the Penang Development Corporation,
the Penang Municipal Council and the Seberang
Prai Municipal Council.
PBAPP’s newest CCC is the upgraded
Komtar CCC was opened in October 2013. It is
conveniently located on Level 4 of George Town’s
most recognisable landmark, and is part of an
integrated operations hub that also houses the
I.T. Department, the Planning & Development
Department and Internal Audit Department.

24-hour Call Centre (CC) – Tel No. 04
509 6 509: Since December 2002, PBAPP has
provided a 24-hour Call Centre (CC) service to all
its customers. By dialling tel. no. 04 509 6 509
at any time, from anywhere, consumers can seek
assistance, file a report, request or complaint. The
CC is always open and manned by personnel who
operate the I.T.-driven “Customer Help Desks” to
provide assistance or answers promptly.
Corporate Website (www.pba.com.my)
& Email Address ([e-mail]):
PBAPP’s corporate website has been online since
August 2003, serving as a virtual repository of
key information about water supply in Penang and
PBAPP Over and above sharing information, the
.
website also features a “login” feature that allows
registered Penang water consumers to check the
status of their water bill account online. Moreover,
www.pba.com.my also “broadcasts” the latest news
on developments such as supply interruptions and
PBAPP tenders. Alongside the website, PBAPP has
also been promoting a corporate email address
for consumers use in addressing email queries [e-mail].
PBAPP Online: In 2011, PBAPP launched
the “PBAPP Online” e-payment programme that
allows customers to settle their water bills online
via e-banking. As at December 2013, e-banking
facilities have been established with 9 banks –
AmBank, Bank Rakyat, BSN, CIMB, HSBC, Maybank,
Public Bank, RHB and UOB – as well as with
PosOnline (Pos Malaysia) and MBF Online (for MBF
credit cardholders). Effectively, the “PBAPP Online”
programme allows PBAPP customers to pay their
bills from wherever they are, whenever they want,
so long as they have an Internet connection, a PC/
tablet/smartphone and a compatible e-banking
account.
PBAPP Prepaid: 2011 also saw the launching
of the auto-debit “PBAPP Prepaid” facility that
allows water consumers to pay ahead for water
bills, thereby reducing the risks of defaulting on
payments and having their meters clamped.
“PBAPP Prepaid” payments can be made at PBAPP
customer s