DB4401/T 13-2018 供水行业服务规范

ICS13.060.20

P40

备案号：

DB4401

广州市地方标准

DB4401/T13—2018

供水行业服务规范

Servicestandardsforwatersupplyindustry

2018-10-10发布2018-12-01实施

广州市质量技术监督局发布

DB4401/T13—2018

目次

前言.............................................................................III

1范围...............................................................................1

2规范性引用文件.....................................................................1

3术语和定义.........................................................................1

4业务办理...........................................................................2

4.1窗口服务.......................................................................2

4.2受理服务.......................................................................2

4.3上门服务.......................................................................2

4.4供水用水合同签订...............................................................3

4.5用水性质界定及变更.............................................................3

4.6节约用水管理...................................................................3

4.7低收入家庭生活用水价格优惠办理.................................................3

4.8用户名称更名...................................................................3

4.9用户申请暂停用水或终止供水.....................................................3

5抄表及收费.........................................................................4

5.1抄表...........................................................................4

5.2用水单据.......................................................................4

5.3收费...........................................................................5

5.4水费追缴.......................................................................5

6供用水设施维护.....................................................................6

6.1公共供水设施、用户共用用水设施及水表后用水设施责任划分.........................6

6.2公共供水设施维护...............................................................6

6.3用户共用用水设施维护...........................................................6

6.4维修时限.......................................................................6

6.5水表维护.......................................................................6

6.6计划停水及紧急停水.............................................................7

6.7应急供水.......................................................................7

7用户服务...........................................................................7

7.1机构设置.......................................................................7

7.2用户接待.......................................................................7

7.3用户诉求处理...................................................................7

7.4用户诉求处理督察...............................................................7

7.5用户满意度调查.................................................................8

8服务责任及常见诉求处理.............................................................8

8.1服务责任.......................................................................8

8.2水质诉求处理...................................................................8

8.3水压诉求处理...................................................................8

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DB4401/T13—2018

8.4异议水表的送检.................................................................9

8.5不合格水表的退补费处理.........................................................9

8.6异议期间供水...................................................................9

9费用支付...........................................................................9

9.1投递费用......................................................................10

9.2停水和恢复供水费用............................................................10

9.3水表检测费用..................................................................10

9.4水表定期更换费用..............................................................10

9.5水表非正常更新费用............................................................10

参考文献............................................................................11

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DB4401/T13—2018

前言

本标准按照GB/T1.1—2009给出的规则起草。

本标准由广州市水务局提出并归口。

本标准起草单位：广州市水务局、广州市自来水公司、广州市标准化研究院。

本标准主要起草人：宋惠忠、王建平、张彤彤、林立、郑宝涛、黄双文、胡霖、赵碧榆、蔡振辉、

罗锋、黄维嘉、张国参。

本标准为首次发布。

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