The Customer Service Regulation Area is responsible for monitoring customer satisfaction with the performance of the Concessionaires. It has two departments: The Meter Efficiency Department (MED) and the Complaints Service and Monitoring Department (CSMD). The MED formulates and recommends policies, rules and regulations for the improvement of service to the customers in metering, billing and water and sewerage service connections. It develops standards and evaluates the performance of the Concessionaires’ customer service efficiency in metering, billing and service connections. It monitors the Concessionaires’ metering programs and ensures compliance with acceptable technical standards. It also monitors and evaluates the non-revenue water (NRW) programs of both Concessionaires through efficient metering system. On the other hand, the CSMD recommends policies, rules and regulations for the improvement of the Concessionaires’ customer service and develops standards and evaluates the performance of each Concessionaire’s customer service efficiency. It is responsible for instituting as smooth feedback system, efficient monitoring and faster resolution of the complaints of the customers and interested groups. It monitors compliance of the Concessionaires with the service obligations on water supply, sewer and sanitation coverage targets, provisions of alternative water supply and other customer service standards.