Who we are

How to contact us

Office Hours

Emergency Services

Our service standards

Our services

How you can help us

If you are not satisfied with our service

Learning from you!

At the Maintenance of Sewers Section within the Drainage Department we are responsible for the upkeep of the sewerage network around Malta. This section is manned 24 hours a day, 7 days a week throughout the year, to deal with all faults including blockages that may occur in the sewer mains. We carry out regular preventive maintenance such as the cleaning of sewers by high pressure jetting bowsers and inspections by means of Closed Circuit Television Cameras with the aim of keeping the sewers in good working condition. We are also responsible for the emptying of cesspits from households not yet served with a sewer system.

Our main offices are situated in Floriana from where we co-ordinate all the services which we provide. You can contact us by:

• visiting us personally or writing to the:

Sewer Maintenance Section

Level 2, Block A

Drainage Department

Works Division

Ministry for Resource & Infrastructure

Floriana CMR 02

• phoning us on freephone 80072302/21 221444
• sending us a fax on 21 223844
• sending us an email on info.drainage@gov.mt
• accessing our website at www.mri.gov.mt

Malta is divided into four Regions namely; North, Central, East and South. Each Regional Office is responsible for the localities as listed in the table. For your convenience please contact us at the Region offices under which your locality is listed.

You can contact this office by:

• phoning on: 21 577232
• sending a fax on: 21 577232

You can contact this office by:

• phoning on: 21 236818
• sending a fax on: 21 236818

You can contact this office by:

• phoning on: 21 330317
• sending a fax on: 21 330317

You can contact this office by:

• phoning on: 21 691849
• sending a fax on: 21 691849

• Winter (1^st October to 15^th June)

7.45am – 12.30pm

1.15pm - 5.15pm

• Summer (16^th June to 30^th September)

7.30am – 1.30pm

Emergency Services

The Department has an emergency on-call service team that will respond to the needs of individuals who encounter sewerage problems:

• after normal working hours
• during the night
• on weekends and public holidays.

This emergency on-call service team has its offices at the following address:

Drainage Department

Racecourse Street

If the problem is in the main sewer, this will be investigated immediately and corrective action taken as soon as possible. Such corrective action will depend on the nature and extent of the fault.

We will:

• commence action to clear blocked sewers which are our responsibility within the same day the complaint is received
• clean sewer mains by means of high pressure jetting/suction bowsers
• build and repair manholes as necessary
• regularly clean sewer mains around Malta.

When a problem area in a main sewer is identified, a video camera with a locating device attached to it is pulled through the main sewer. In this way, faults in underground sewers can be pinpointed without the need for the whole street to be dug up.

We will:

• carry out repairs within 2 working days when the problem is easily identified
• carry out repairs within 5 working days when the problem is more critical.

The department is also responsible for the emptying of cesspits which is carried out by a private contractor. We offer this service to the public free of charge.

Application forms for first time emptying of a cesspit may be collected from District Health Inspectorate Offices and deposited there for our supervisors to collect and log in new applications.

Please note that the contractor is obliged, according to the terms of his contract, to ensure that overflows do not occur. The contractor is not obliged to carry out any number of specific trips and neither is he obliged to clean or empty your cesspit of the sludge that periodically accumulates in the cesspit – this is the responsibility of the owner or occupier of the premises served by that particular cesspit.

You can help us to give you a better service by:

• treating us with courtesy and respect
• giving us the correct name and surname, address and telephone number of who is making the complaint
• explaining clearly and briefly the nature of your complaint
• giving us the exact location of the fault or problem about which you are complaining.

It is important that you are satisfied with our service. If you think that we have failed to maintain our service delivery standards you can lodge a complaint. We will look into all complaints as they also help us improve our service. You may write to the following address:

The Director

Drainage Department

Level 2, Block A

Works Division

Ministry for Resource & Infrastructure

Floriana CMR 02

You will receive an acknowledgement within two working days of receipt and feedback on the status of your complaint every ten working days until the sewer problem is solved.

We are committed to providing an efficient and effective quality service, besides the fact that we want to protect all concerned from any risks to health and avoid any damage to your property. We treat all feedback carefully, deal with it promptly and use it to continually improve our service standards. Kindly give us your comments by filling in a feedback form and leaving it in the suggestion box that we have made available at our office. Your co-operation is fully appreciated, as this will help us do our job to your full satisfaction.

Published by the Charter Support Unit, OPM

http://www.servicecharters.gov.mt

Printed at the Government Printing Press

Photography, DOI