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Quality Policy


This policy sets out URBAN WATERS commitment to supplying consistently high quality, safe drinking water to our customers.


This policy applies to our Premium product‘URBAN WATERS’ management and operation of our drinking water supply systems, ie our catchments, storages, treatment plants and water network assets.

Policy Statement

URBAN Waters is committed to effectively managing our water supply and providing High Quality and Safe drinking water to all our customers.

As required under our operating licence, URBAN WATERS will maintain and fully implement a drinking water quality management system that is consistent with the KEBSStandards for Management of Drinking Water Quality.

Application of Policy

In partnership with our stakeholders, URBAN WATERS will:

  • Manage water quality from catchments to customers’ services by using a risk-based approach in which potential threats to water quality are identified and managed to minimise any risks to drinking water quality
  • Ensure appropriate and timely monitoring and corrective actions are undertaken at Critical Control Points to ensure continuously safe drinking water is delivered to our customers
  • Undertake regular water quality monitoring to verify that water quality supplied to customers complies with regulatory requirements and meets customer expectations
  • Respond to customers’ concerns in a timely manner
  • Ensure that effective incident and emergency response plans are in place
  • Participate in appropriate research and development to ensure continued understanding of drinking water quality issues and performance
  • Ensure that employees and contractors involved in the supply of drinking water are appropriately trained and understand their responsibility for ensuring that water quality is protected
  • Align our water quality systems and processes with the framework’s proactive and multi-barrier approach to best practice water quality management
  • Continually review and improve our drinking water quality management practices

All URBAN Waters management, employees and contractors involved in the supply of drinking water are responsible for understanding, implementing, maintaining and continuously improving the drinking water quality management system.

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A Leader in the Supply of Purified Drinking Water