SA

Ticket CMP-2026-004821

Billing complaints for water & wastewater · Wilayat of Seeb

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Escalation
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Ticket details

Complaint form Request form Whistleblowing form
Whistleblowing submission. The ticket type is set from the user's role automatically. Submissions are not assigned to groups and carry no comments or status history — BRD 3.1.2.
Request / inquiry. No source, required documents, account number or wilayat. SLA raised from 3 to 7 working days per review meeting item 41.

Classification

Set automatically from the selection or the user's role.
Drives the required documents below.
Hasil ref. no., call centre ref. no. or letter no.
Validated against the e-Services API
BR-005 — every complaint carries a priority.
Carried into ticket lists, notifications and the APSR view — the description stays below, in full.

Complainer

Verified and populated from the ROP API
Fetched from the ROP API — not hand-edited.

Customer & account

Validated against the CCB API

Required documents

Follows the selected complaint type — BRD 3.1.3. Multiple selection is allowed; each document names its data source.

Attachments

PDF, Word, Excel and image files. Each one is saved with its title.
BR-016 — APSR must attach the customer's supporting letter before the request can be processed.
Save as draft is workflow action 1; Submit is action 2.
Subject Estimated wastewater bill disputed for July 2026
Source Hasil
Priority High
Reference number HSL-984321
Original complaint no. APSR-2026-8821
Description

The customer disputes the estimated wastewater bill for the latest billing period and asks for the meter reading, the leakage history, the notification history and the adjustment calculation to be verified. Supporting documents were requested according to the billing complaint requirements.

Assigned groups 3
OP OperationsSalma Salim Said
BI BillingAhmed Al Lawati
ME MeteringKhalid Al Rashdi
Time & escalation
Ticket SLA · APSR ↔ Nama7 working days
Response SLA · groups5 working days
Clock starts24 h after receipt
Paused forNone
Extensions0
Escalation path —

APSR review time is excluded from both clocks — BR-012. Working days run Sunday to Thursday.