FAQ – Domestic Customers


Domestic Customers

IWK Customer
As defined in the Sewerage Services (Charges) Regulation 1994, IWK customer or user means the owner or occupier or any person, firm, corporate body or other legal entity who is the owner or occupier of any domestic, commercial, industrial or government premises, as the case may be, provided with connected services or septic tank services and the premises are located within the operational areas of a Local Authority that has been handed over to IWK to provide services and maintenance.
Definition of Domestic Premises

Domestic premises means any premises built, constructed, adapted or intended to be used exclusively for human habitation.

Definition of Government Quarters

Government quarters means any premise built, constructed, adapted or intended to be used exclusively for habitation by government servants in the various grades (A, B, C, D, E, F, G, H & I) as defined by the Government General Orders (Chapter E)

Premises With Septic Tank Service

Since March 2018, there will no monthly bills issued to Domestic IST customer. Customer has to pay cash RM144 through Payment on Service (POS) method during desludging work. Warranty period is  30 days after desludging date. Should there any request of desludging service within this warranty period, no charge will be imposed.  After warranty period ends, responsive charge of RM180 will be imposed to customer upon request of desludging service within desludging cycle (24 months).

Please contact IWK offices nearest to you, if your premise septic tank needs desludging service.

Identification of Septic Tank

Septic tank is normally located outside the premises under the ground at the side, rear or in front of the premises and is covered with 2 - 4 metal lids. Occupier (owner/tenant) of the premises is responsible for the maintenance of the septic tank. IWK is only responsible for desludging the septic tank.

Mandatory Desludging Service

Customer (occupiers/owners) who refuses IWK's scheduled desludging service of their premises' septic tank, shall be guilty of an offence and shall, on conviction, be liable to a fine as stipulated in the Water Services Industry Act 2006.

Connected Service

Premises, that are connected to the public sewage treatment plant, will be billed RM8.00 per month. Your premise is using connected service if you see one rectangular metal lid/cover, which is an inspection chamber, outside the premises either at the side, rear or in front. The entire area of your premises has connected service if you see manholes along the road connecting the premises to a public sewage treatment plant. In the manhole are sewerage pipelines, which also serves as a checkpoint to identify sewerage problems and clearing of any blockage. It is an offence to open the public manhole without proper authorization from IWK or National Water Services Commission, and the related ministry.

You will not see IWK staff visiting your premises regularly as our work is mainly at the sewage treatment plant and maintenance of the public sewer pipelines along the public road. We will be at your service in person if there is back flow of sewage into your premises or overflowing manhole due to blockage along the public sewer pipes.

Rubbish/Solid Waste

Throwing or flushing rubbish's (sanitary napkins, diapers, refuse or solid waste) into the toilet and/or septic tank/inspection chamber will clog your internal and public passage of the sewer pipelines. This will cause the wastewater to back flow into the toilet, kitchen and bathrooms. To prevent this from occurring, please refrain from throwing / flushing solid wastes (especially sanitary napkins and diapers) into the toilet, septic tank or inspection chamber.

Responsive Service

In the inspection chamber are sewage outlets linking the premise sewer pipelines to the public sewer pipelines and is mainly used for checking and clearing of any blockage. For clearing of blockages along the public sewer pipes, customers do not have to pay for the service, as it is the responsibility of IWK to maintain it.

However, for clearing of blockages along the private (internal) sewer pipelines, which is the sewer pipelines from the premises linking to the public sewer pipelines, customer has to pay RM180.00 for each service. This service is on a 'cash-on-delivery' basis. Please insist on payment receipt upon making payment.

In the event, if the internal sewer pipelines are damaged, the occupier (owner/tenant) will have to engage a private contractor, at his or her own expenses, to replace the damaged internal sewer pipelines. IWK will provide the contact numbers of private contractors on request.

Vacant Premises

A premise which has been vacant for 6 consecutive months with water consumption up to 1m3 per month is eligible for a waiver of the sewerage charges. However, customer has to provide documentary evidence in the form of a Water Statement of Account during the vacant period and/or deposit payment/last payment receipt from the Water Operators on the termination and/or installation of water supply.

Alternatively, the Statement of Account or documents from Tenaga Nasional Berhad showing nil usage or no power supply during the vacant period may be considered.

Low - Cost Premises
Premises declared low-cost by Local Authority will be billed RM2.00 per month. Please send us a photocopy of the Assessment Bill and/or letter from the Local Authority if your premise is categorized other than low cost, for our further action.
Sewerage Bill Payment

Cash payment only can be made at all Pos Malaysia computerised offices and Bank Simpanan Nasional.

Cash or cheque payments can be made at Maybank, Mayban Finance, Public Bank & Finance, Arab-Malaysian Bank & Finance, IWK offices, IWK Head Office at No 44, Jalan Dungun, Damansara Heights, 50490 Kuala Lumpur.

On-line payments can be made through "MBf Click or Call & Pay" for Mastercard holders only and "Maybank2U.com.my" for Maybank Account holders only.

For more details, please refer to the Payment Method.

Change of Ownership
Photocopies of the relevant pages from the Sales & Purchase Agreement with the names of the purchaser/seller, property address, date of agreement and signatories of all parties concerned are to be submitted to IWK for any change of ownership. This is to ensure that ownership details are accurately registered in the premise sewerage account.
Owner/Tenant Liability

The occupier i.e. owner or tenant of any premises to which sewerage services has been provided by IWK shall be liable to pay the sewerage charges.

However, if the occupier or tenant of the premises failed to fulfill this obligation, the owner is jointly liable to pay the sewerage charges, as stipulated in the Sewerage Services Act, Regulations of Charges 11, "the owner and occupier of a premises to which sewerage services has been provided by IWK under these Regulations shall be jointly and severally be liable to pay the sewerage charges, provided the owner of the premise shall, in the absence of any agreement to the contrary, be entitled to recover from the occupier (tenant) of the said premises any such charges paid by the owner/landlord at the time of occupation by the occupier (tenant)"