FAQ – Joint Billing


Joint-billing in W.P Labuan

What is joint-billing?
This integrated bill is a bill that includes water usage and connected sewerage services charges. The integrated bill will be issued by the W.P. Labuan Water Supply Department (JBAL) each month beginning 1 March 2016. This bill will display the current water usage and sewerage services that will be consolidated into the main total. Customers will need to settle the entire amount stated in this integrated bill.
Why is joint-billing necessary?
This integrated bill facilitates the efficient management of utility bills in accordance with the Water Services Industry Act 2006, as well as to ease customers to make payment of water usage and sewerage services charges.
Who will receive the joint-bill?
This integrated bill is for customers of connected sewerage services only for domestic premises (including Government quarters), commercial, government and industrial premises only. Premises that use individual septic tanks, government accounts registered as bulk and sewerage service accounts that are linked to a single annual value but have several water meters; will continue to receive bills from IWK.
When will joint-billing be implemented?
Joint-billing will be implemented on 1 March 2016.
Will the arrears for IWK sewerage charges prior to 1 March 2016 be relieved?
No, any arrears for sewerage charges prior to 1 March 2016 needs to be settled directly with IWK.
Who should customers contact if their premise experiences sewerage issues?
Customers can contact IWK Labuan unit office at 087-414 828. Customers can also visit IWK unit office at Mezzanine Floor, Lot 1, Bangunan Tabung Haji, Jalan Bunga Kusuma, P.O. Box 80305, 87013 Wilayah Persekutuan Labuan.
Do I need to pay for GST in this joint-bill?
No. Labuan is exempted from Goods and Services Tax (GST).
Can I make partial payment for the joint-bill and what would happen if I only pay for water usage charges?
No, customers need to pay for the entire amount stated in the joint-bill. If customers only pay for water usage charges, there will be arrears and as a result, JBAL can suspend water supply to your premise.
Where can payment be made for the joint-bill?
Customers can make payment at W.P Labuan Water Supply Department (JBAL), appointed agency and online banking (please refer to the list of online banking allowed by JBAL). Customers need to make full payment for the amount stated in the joint-bill. Failure to do so will result in arrears in the account and can lead to suspension of water supply to the customer’s premise.
What is the frequency of the delivery of joint-bill?
Every month or according to JBAL’s bill cycle.
I have outstanding arrears prior to the implementation of joint-billing. Can I settle the arrears in instalments?
You are required to contact IWK Labuan at 087-414 828 to discuss with the customer service officer.
Will the implementation of joint-bill result in tariff hike?
No. The sewerage charges remain the same for the time being.
My premise uses individual septic tank. Will I receive the joint-bill?
Premises that use individual septic tanks do not come under the joint-bill list. You can obtain desludging service for your individual septic tank by contacting IWK Labuan or any contractors that are registered with SPAN. Should you obtain desludging service from IWK, payment needs to be made directly to IWK.
For commercial customers, there will always be adjustments from IWK. Will this continue after the implementation of joint-billing?
No. After the implementation of joint-billing, sewerage service charges will be made according to the current water usage data at that point in time and not the average use of water.
Will there be any minimum charges if my premise is not occupied?
There will be no minimum charges for sewerage service. Provided that there is a reading in the water meter, there will be a monthly charge for sewerage services.

Joint-billing in Terengganu

What is joint-billing? Why is joint-billing necessary?
A joint-bill is a bill that combines water usage and sewerage service charges. Through this bill, customers receive only one bill issued by Syarikat Air Terengganu.
Who will receive the joint-bill and when will it be implemented?
The integrated bill will be issued to customers with connected sewerage services for domestic, commercial, industrial as well as Government premises. Connected sewerage service means that sewage from the premise/ house is channelled into sewer pipes and pump stations and subsequently treated at a public sewage treatment plant that IWK operates and maintains. Connected sewerage services can be identified by the round or rectangular metal covers on the premises. The metal cover includes an inspection chamber (manhole) to facilitate access to the sewer pipe in the event of a blockage.

Joint-billing will be implemented beginning 1 January 2020. The first joint-bill will be issued on 1 March 2020.
If it is implemented in January 2020, will the outstanding arrears for sewerage service charges up until 31 December 2019 be relieved?
Sewerage service charged up until 31 December 2019 will not be relieved. Customers are require to settle the balance payment directly to IWK.
Who should customers contact if they experience issues with water supply or sewerage services?
For any matters related to sewerage services, customers can contact IWK at 09-624 8828 or email care@iwk.com.my

For matters related to water supply, customers can contact SATU at 1-300-88-2111 or 09-621 4111.
Can customers make partial payment for the joint-bill?
Since only one bill is issued for water usage and sewerage services charges, customers need to pay the amount stated in the bill. For example, if the water usage charge is RM20 and the sewerage service charge is RM8, the amount payable is RM28.

If the customer pays only part of the joint-bill, the fee will be divided based on the ratio of the total water consumption and the amount of sewerage service charges that is billed. Insufficient payment will be considered as outstanding arrears and will be reflected in the following month's bill. An overdue bill can cause customers to experience water service disruption.
Will customers be charged SST in this bill?
SST is not applied on sewerage services.
Where can customers make payment for joint-bill? What is the frequency of the delivery of joint-bill?
- Payment can be made in all SATU offices and POS Malaysia Berhad. Bill payment can also be made through:

Online banking: AmBank, Maybank, CIMB, RHB, BSN, Bank Islam, Affin Bank, Standard Chartered, Bank Kerjasama Rakyat, Agro Bank & JomPAY.

Counter payment: BSN & Agro Bank.

The bill will be issued according to SATU’s bill cycle.
If customers have outstanding arrears prior to the implementation of joint-billing, can the customer settle the arrears in instalments?
Yes, customers can make payment in installations. Please contact the closest IWK office for further explanation.
For non-domestic customers, normally there will always be adjustments from IWK. Will this continue after the implementation of joint-billing?
Water usage charges (EC) will be made according to the current usage at that point in time. With that, there will be no adjustment for EC except if the adjustment is made by SATU.
Will there be any minimum charges for customer whose premise is not occupied?
There will be no charges for sewerage service if there is no water usage, depending on the terms and conditions.