WATER SUPPLY AND DEMAND STATUS IN MALAYSIA 2010 2020 SURUHANJAYA PERKHIDMATAN AIR NEGARA SPAN 1
Introduction: Managing our Water Resources 2
Introduction: Managing our Water Resources 3
Introduction: Managing our Water Resources 4
Introduction: Managing our Water Resources 5
The Challenge For Water Utilities In Malaysia Improve service provision: reliability and quality Strengthen utility performance: finances, management, operations. Expand, replace, renew, improve water supply and sewerage services facilities. More efficient and appropriate investments and operations to stretch scarce financial resources. Enormous resources needed to meet demand. 6
The Need to Reform the Water Services Industry 7
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HOW THE INDUSTRY IS REGULATED UNDER WSIA WATER SUPPLY SYSTEM WASTEWATER SYSTEM CATCHMENT AREA BALANCING RESERVOIR SEPTIC TANK DAM RIVER WATER TREATMENT PLANT SERVICE RESERVOIR CONSUMER RIVER SEWERAGE TREATMENT PLANT SOURCE TREATMENT & DISTRIBUTION TREATMENT & DISCHARGE State Government Department of Environment Department of Irrigation and Drainage Ministry of Health SPAN 13
300 nos (Sewerage Products) 14
Available Rainfall in Malaysia Rainfall 990 bil. m3 Groundwater 64 bil. m3 (7%) Surface Run off 566 bil. m3 (57%) Evaporation 360 bil. m3 (36%) Although Malaysia has abundance of rainfall, but it does not fall at the right time and right place thus not all the water are stored and used to fulfill water demand in different sectors. 15
Projected Water Demand For All Sectors in Malaysia 2010 to 2050 Million Cubic Meter (mcm) per Year Year Water Demand 2010 2020 2030 2040 2050 Potable Water 5,277 6,796 7,663 8,529 9,291 Irrigated Paddy Cultivation 8,266 9,112 8,049 7,641 7,205 Non paddy Crops Cultivation 1,113 1,124 1,130 1,146 1,172 Fisheries 1,287 1,593 1,923 2,390 2,898 Livestock 126 175 248 365 561 Total 16,068 18,799 19,014 20,072 21,127 Fisheries 8% Non paddy Crops Cultivation 7% Potable Water 33% Livestock 1% Irrigated Paddy Cultivation 51% Notes: Source of data : The Review of the NWRS 2000 2050 projection in year 2010 16
Overview on Current and Future Water Supply and Demand until 2020 25,000 20,000 17,600 Projected Available Supply (based on RM Ke 9/10 & BP) 15,000 14,740 MLD 10,000 Total Plant Design Capacity Projected Demand (based on NWRS) 5,000 Total Plant Production 0 Year Notes: Source of data (1981 to 2010) : The MWIG 2011 17
Raw Water Resources For Potable Water 2009 and 2010 2009 2010 MLD MLD State Direct Extraction From River Storage Dams (Direct) Ground Water Total Direct Extraction From River Storage Dams (Direct) Ground Water Total Johor 1,029 446 N/A 1,475 1,002 566 N/A 1,586 Kedah 1,246 16 N/A 1,262 1,277 15 N/A 1,292 Kelantan 200 N/A 148 348 226 N/A 150 377 Labuan 40 11 0.7 51 39 12 0.3 51 Melaka 289 216 N/A 506 298 214 N/A 512 N. Sembilan 509 420 N/A 929 466 374 N/A 840 Pulau Pinang 895 96 N/A 991 1,011 78 N/A 1,089 Pahang 1,090 N/A 4 1,094 1,035 N/A 28 1,063 Perak 1,021 319 N/A 1,340 884 447 N/A 1,331 Perlis 50 53 8 112 106 44 5 156 Sabah 649 258 24 931 707 272 19 998 Sarawak 892 100 N/A 993 940 109 0.4 1,049 Selangor 3,914 153 N/A 4,067 4,014 144 N/A 4,158 Terengganu 571 N/A 0.1 571 614 N/A N/A 614 MALAYSIA 12,398 2,088 185 14,671 12,620 2,274 204 15,098 Notes: Selangor includes FT KL & Putrajaya Source of data : The MWIG 2011 18
Water Treatment Plant Design Capacity & Production 2010 2011 State No. of Operational Treatment Plants Treatment Plants Design Capacity 2010 1st Quarter 2011 Total Production Production Reserve Margin Design Capacity /Available Supply Total Production Notes: Selangor includes FT KL & Putrajaya * Total design capacity for WTPs operated by Johor water operators is 1,620MLD and WTPs operated by PUB Johor Waterworks is 159MLD Source of data (year 2010) : The MWIG 2011 Source of data (1 st quarter 2011): Water operators Production Reserve Margin [MLD] [%] [MLD] [%] Johor 42 1,779* 1,476 17.0 1,779* 1,471 17.3 Kedah 33 1,261 1,198 4.9 1,261 1,223 3.0 Kelantan 32 360 377 0 401 396 1.2 Labuan 3 60 49 18.3 105 55 47.6 Melaka 8 506 443 12.4 506 456 9.9 N. Sembilan 22 794 724 8.7 794 724 8.8 Pulau Pinang 10 1,273 /1,065 957 10.1 1,273 /1,065 960 9.9 Pahang 76 1,190 966 18.8 1,190 1029 13.6 Perak 46 1,726 1,080 37.4 1,726 1,095 36.6 Perlis 4 233 147 36.6 233 160 31.5 Sabah 51 1,107 931 15.8 1,107 N/A N/A Sarawak 84 1,279 1,055 17.5 1,279 N/A N/A Selangor 33 4,476/ 4,326 4,063 6.1 4,476/ 4,326 4,075 5.8 Terengganu 14 889 598 32.7 889 596 33.0 PENISULAR MALAYSIA 320 14,129 12,029 14.9 14,170 12,185 14.0 MALAYSIA 458 16,575 14,065 15.1 16,661 N/A N/A 19
Supply & Demand Projection Preamble The water supply & demand projections and the listed source/infrastructure works for all the states are based on the information/data contained in the following documents: i.the Review of the National Water Resources Study (NWRS) 2000 2050 ii.3 Year and 30 Year Business Plan (BP) submitted by the water operators iii.continued water supply projects from RM Ke 9 intormke 10 iv. Approved water supply projects in RM Ke 10 and proposed projects in RM Ke 10 Rolling Plan 2 v.the Malaysia Water Industry Guide (MWIG) 2011 20
Water Demand Projection Criteria General criteria for water demand projection adopted in the NWRS Report include: i.population Growth ii.per Capita Consumption (PCC) iii.water Demand for: Domestic Industrial Commercial Institutional iv. Non Revenue Water (NRW) v. Service Factor 21
Population Projections Median Growth in 000 ppl State Year Population Projections in 000 ppl 2010 2015 2020 2030 2040 2050 Johor 3,458 3,802 4,117 4,533 4,879 5,140 Kedah 2,043 2,251 2,440 2,695 2,906 3,065 Kelantan 1,677 1,899 2,104 2,427 2,686 2,901 Melaka 785 859 925 1,008 1,078 1,129 Negeri Sembilan 1,032 1,116 1,190 1,274 1,348 1,399 Pahang 1,573 1,727 1,867 2,050 2,203 2,317 Perak 2,441 2,634 2,810 3,004 3,177 3,294 Perlis 246 269 291 319 343 361 Pulau Pinang 1,609 1,732 1,841 1,958 2,064 2,133 Selangor 6,970 7,486 7,951 8,443 8,896 9,195 Terengganu 1,149 1,302 1,445 1,672 1,854 2,006 Sabah 3,267 3,600 3,874 4,400 4,719 4,958 Sarawak 2,660 2,905 3,127 3,505 3,839 4,117 FT Labuan 88 95 101 110 115 118 Peninsular Malaysia 22,983 25,077 26,981 29,383 31,434 32,940 East Malaysia 6,015 6,600 7,102 8,015 8,673 9,193 Malaysia 28,998 31,677 34,083 37,398 40,107 42,133 Notes: Selangor includes FT KL & Putrajaya Source of data: The Review of the NWRS 2000 2050 22
Population Projections Median Growth in % State Year 2010 to 2015 Notes: Selangor includes FT KL & Putrajaya Source of data: The Review of the NWRS 2000 2050 Annual Average Growth Rate in % 2015 to 2020 2020 to 2030 2030 to 2040 2040 to 2050 Average (2010 to 2050) Johor 1.99 1.66 1.01 0.76 0.53 1.19 Kedah 2.04 1.68 1.05 0.78 0.55 1.22 Kelantan 2.65 2.16 1.54 1.07 0.80 1.64 Melaka 1.89 1.54 0.90 0.69 0.47 1.10 Negeri Sembilan 1.63 1.33 0.71 0.58 0.38 0.93 Pahang 1.96 1.62 0.98 0.75 0.52 1.17 Perak 1.58 1.34 0.69 0.58 0.37 0.91 Perlis 1.87 1.64 0.96 0.75 0.52 1.15 Pulau Pinang 1.53 1.26 0.64 0.54 0.33 0.86 Selangor 1.48 1.24 0.62 0.54 0.34 0.84 Terengganu 2.66 2.20 1.57 1.09 0.82 1.67 Sabah 2.04 1.52 1.36 0.73 0.51 1.23 Sarawak 1.84 1.53 1.21 0.95 0.72 1.25 FT Labuan 1.59 1.26 0.89 0.45 0.26 0.89 Peninsular Malaysia 1.82 1.52 0.89 0.70 0.48 1.08 East Malaysia 1.95 1.52 1.29 0.82 0.60 1.24 Malaysia 1.85 1.52 0.97 0.72 0.51 1.11 23
Planning Demand Projections Year 2015 & 2020 7,000 6,000 Actual Water Demand 2010 Planning Demand 2015 Planning Demand 2020 5,000 MLD 4,000 3,000 2,000 1,000 0 FT Labuan Perlis K'tan Melaka N. S'lan T'ganu Pahang P. Pinang Perak S'wak Sabah Kedah Johor S'gor Actual Water Demand 2010 49 147 377 443 724 598 966 957 1,080 1,055 931 1,198 1,476 4,063 Planning Demand 2015 64 175 527 552 834 949 1,110 1,224 1,301 1,554 1,558 1,596 1,885 4,901 Planning Demand 2020 79 202 677 665 948 1,165 1,265 1,470 1,567 2,250 2,034 1,835 2,310 5,875 Notes: Selangor includes FT KL & Putrajaya Source of data for planning demand projection: The Review of the NWRS 2000 2050 Source of data for actual water demand 2010: The MWIG 2011 24
Reserve/Shortfall Margin For Planning Demand (1 st Quarter 2011) Shortfall Margin (%) Reserve Margin (%) 50.0% 40.0% 30.0% 20.0% 10.0% 0.0% 10.0% 20.0% K'tan New works required (10 states) Kedah K'tan Kedah S'gor N. S'lan S'gor N. S'lan P. Pinang Melaka P. Pinang Forward planning works required (1 state) Sabah Pahang Melaka Pahang Sabah Johor S'wak T'ganu Perlis Perak FT Labuan Planning Demand 8.6% 6.7% 3.6% 0.3% 0.9% 0.9% 4.9% 7.5% 9.0% 9.3% 26.3% 24.7% 30.2% 42.3% 25 Johor S'wak Comfortable margin until 2020 (3 states) T'ganu Perlis FT Labuan Perak
Overview of Water Sustainability in Malaysia PERLIS KEDAH LABUAN SABAH P. PINANG PERAK KELANTAN TERENGGANU PAHANG SARAWAK SELANGOR N. SEMBILAN MELAKA JOHOR New works are required from 2011 to 2015 (10 states) Forward planning works are required from 2016 to 2020 (1 state) Comfortable margin until 2020 (3 states) 26
Approved CAPEX for New Works Under RM Ke 10 (FRP & SRP) CAPEX for Continuation Projects State Raw Water New/ Upgrading Transfer Scheme Dam New Water Supply Scheme Projects WTP Upgrading/ Refurbishment New Distribution NRW Programme/ Pipe Replacement Total No. of Projects FRP SRP FRP SRP FRP SRP FRP SRP FRP SRP FRP SRP FRP SRP Kedah 3 2 3 1 1 1 1 7 5 Selangor 1 3 1 1 2 1 2 1 9 3 FT Labuan 3 1 1 1 1 6 1 Sabah 5 2 3 5 5 Sarawak 1 1 2 4 1 7 4 3 3 14 12 Kelantan 1 4 5 1 5 6 Johor 3 3 Pulau Pinang 1 1 2 Melaka 1 1 1 1 2 2 Negeri Sembilan 1 3 2 1 5 2 Terengganu 1 2 1 2 1 1 1 1 7 3 Pahang 15 11 2 2 17 13 Perak 4 3 4 2 1 4 9 9 Perlis 1 1 2 Total 2 1 8 2 41 26 14 8 16 9 12 15 93 61 27
Reserve/Shortfall Margin in Year 2015 With New Source/Infrastructure Works State Available Supply [MLD] Actual Demand Projection Planning Demand Projection Sustainability of Supply With New Reserve/Shortfall* Reserve/Shortfall* [MLD] [MLD] Source/ Margin [%] Margin [%] Infrastructure Works Sabah 1,282 1,416 10.5* 1,558 21.5* Sarawak 1,319 1,413 7.1* 1,554 17.8* Kedah 1,506 1,451 3.7 1,596 6.0* Pulau Pinang 1,295 1,113 14.1 1,224 5.5 2016 (1Q) Melaka 616 502 18.5 552 10.4 2017 (4Q) Johor 2,126 1,714 19.4 1,885 11.3 2017 (4Q) Selangor 5,776 4,455 22.9 4,901 15.2 2019 (2Q) Kelantan 667 480 28.1 528 20.9 2019 (2Q) Negeri Sembilan 1,014 758 25.3 834 17.8 2020 Terengganu 1,232 863 30.0 949 23.0 2020 Perlis 241 159 34.0 175 27.3 2020 Perak 1,809 1,183 34.6 1,301 28.1 2020 Pahang 1,794 1,009 43.8 1,110 38.1 2020 FT Labuan 105 58 44.2 64 39.1 2020 New works are required Forward planning works are required Notes: Selangor includes FT KL & Putrajaya 28
Reserve/Shortfall Margin in Year 2020 With New Source/Infrastructure Works Actual Demand Projection Planning Demand Projection Available Supply State [MLD] Reserve/Shortfall Reserve/Shortfall* [MLD] [MLD] * Margin [%] Margin [%] Sarawak 1,319 1,875 42.2* 2,250 70.6* Sabah 1,282 1,695 32.2* 2,034 58.7* Kedah 1,531 1,529 0.1 1,835 19.9* Pulau Pinang 1,420 1,225 13.7 1,470 3.5* Kelantan 667 564 15.4 677 1.5* Johor 2,317 1,925 16.9 2,310 0.3 Negeri Sembilan 1,014 790 22.1 948 6.5 Melaka 726 554 23.7 665 8.4 Perak 1,809 1,306 27.8 1,567 13.4 Selangor 6,906 4,896 29.1 5,875 14.9 Perlis 241 168 30.3 202 16.2 Terengganu 1,555 971 37.6 1,165 25.1 FT Labuan 105 66 37.0 79 24.4 Pahang 1,824 1,054 42.2 1,265 30.6 Notes: Selangor includes FT KL & Putrajaya New works are required Forward planning works are required 29
Reserve/ Shortfall Margin in Year 2015 With New Source/ Infrastructure Works Shortfall Margin (%) Reserve Margin (%) 50.0% 40.0% 30.0% 20.0% 10.0% 0.0% 10.0% 20.0% 30.0% Sabah Actual Demand Planning Demand New works required (5 states) S'wak Kedah K'tan Sabah S'wak Kedah K'tan P. Pinang Melaka Johor S'gor P. Pinang N. S'lan T'ganu Perlis FT Labuan Pahang Perak Forward planning works required (8 states) Melaka Johor S'gor N. S'lan T'ganu Perlis Perak Pahang FT Labuan Actual Demand 10.5% 7.1% 3.7% 11.9% 14.1% 18.5% 19.4% 22.9% 25.3% 30.0% 34.0% 34.6% 43.8% 44.2% Planning Demand 21.5% 17.8% 6.0% 3.2% 5.5% 10.4% 11.3% 15.2% 17.8% 23.0% 27.3% 28.1% 38.1% 38.7% 30
NRW ACHIEVEMENT (2011) STATES NRW % 2008 2009 2010 2011 (Jan-Jun 2012) 1 Johor 31.3 31.9 29.9 29.2 28.2 2 Kedah 45.0 44.9 44.9 47.8 47.5 3 Kelantan 49.4 48.3 52.4 55.6 54.2 4 Labuan 33.2 25.8 24.9 21.9 15.7 5 Melaka 30.1 29.7 26.0 25.1 23.4 6 Negeri Sembilan 50.5 49.2 43.4 44.6 40.8 7 Pulau Pinang 16.9 19.1 18.2 18.4 17.2 8 Pahang 52.9 59.9 55.3 56.2 51.9 9 Perak 31.4 30.7 29.4 30.4 30.7 10 Perlis 41.7 44.7 51.3 59.8 64.2 11 Sabah* 55.7 49.4 57.4 50.9 N/A 12 Sarawak* 29.4 29.5 29.0 30.5 N/A 13 Selangor 33.9 32.5 32.4 32.3 32.6 14 Terengganu 38.0 37.9 39.4 37.0 37.9 Average For Malaysia 36.9 36.3 36.4 36.7 N/A Average for Peninsular Malaysia and Labuan 32 36.2 36.6 35.4 36.1 35.3
NRW ACHIEVEMENT (2012) STATE 2011 2012 Q1 Q2 (JAN MAC) (APR JUN) % ('000 m 3 ) ('000 m 3 ) Production Consumption % NRW Production Consu mption NRW Johor 29.2 138,107 98,800 39,307 28.5 140,910 101,601 39,309 27.9 Kedah 48.7 110,107 57,116 52,991 48.1 118,366 62,885 55,481 46.9 Kelantan 55.6 36,935 16,320 20,614 55.8 36,499 17,325 19,175 52.5 Melaka 25.1 42,279 31,988 10,292 24.3 42,615 33,048 9,567 22.5 Negeri Sembilan 44.6 65,437 38,642 26,795 40.9 66,339 39,375 26,964 40.6 Pahang 56.2 92,922 45,457 47,465 51.1 96,984 45,978 51,005 52.6 Perak 30.4 104,512 71,933 32,579 31.2 104,880 73,248 31,632 30.2 Perlis 59.8 17,081 6,731 10,349 60.6 18,351 5,964 12,387 67.5 Pulau Pinang 18.4 87,896 72,478 15,418 17.5 87,549 72,777 14,772 16.9 Selangor 32.2 384,821 257,960 126,861 33.0 391,375 264,540 126,835 32.4 Labuan 21.9 4,987 4,033 955 19.1 4,720 4,154 566 12.0 Terengganu 37 55,057 34,756 20,301 36.9 55,433 33,858 21,575 38.9 TOTAL 36.1 1,140,141 736,215 403,925 35.4 1,164,019 754,752 409,267 35.2 % 33
NRW ACHIEVEMENT (2012) Cont STATE 2011 Production ('000 m 3 ) 2012 Q3 (JUL SEP) NRW % Production ('000 m 3 ) Consumption Consumption 2012 (JAN SEP) Johor 29.2 143,031 102,280 40,751 28.5 422,047 302,681 119,366 28.3 Kedah 48.7 119,376 59,546 59,830 50.1 347,848 179,547 168,301 48.4 Kelantan 55.6 36,959 17,444 19,516 52.8 110,393 51,089 59,304 53.7 Melaka 25.1 44,416 34,042 10,374 23.4 129,310 99,078 30,232 23.4 Negeri Sembilan 44.6 67,968 40,370 27,599 40.6 199,744 118,387 81,358 40.7 Pahang 56.2 101,043 45,182 55,860 55.3 290,949 136,618 154,331 53.0 Perak 30.4 108,980 75,346 33,635 30.9 318,372 220,527 97,845 30.7 Perlis 59.8 19,282 6,078 13,203 68.5 54,713 18,773 35,940 65.7 Pulau Pinang 18.4 88,219 72,840 15,380 17.4 263,664 218,095 45,569 17.3 Selangor 32.2 399,250 267,611 131,639 32.9 1,175,446 790,111 385,335 32.7 Labuan 21.9 5,561 4,297 1,264 22.7 15,268 12,484 2,784 18.2 Terengganu 37.0 58,406 36,595 21,811 37.3 168,896 105,209 63,687 37.7 TOTAL 36.1 1,192,491 761,630 430,860 36.1 3,496,650 2,252,597 1,244,053 35.6 NRW % 34
Water Treatment Plant Design Capacity & Production 2008 2009 State No. of Operational Treatment Plants Treatment Plants Design Capacity 2008 2009 Total Production Production Reserve Margin [MLD] [%] No. of Operational Treatment Plants Treatment Plants Design Capacity Total Production Production Reserve Margin [MLD] [%] Johor 42 1,604 1,430 10.8 42 1,612 1,466 9.1 Kedah 32 1,185 1,157 2.4 32 1,185 1,173 1 Kelantan 31 356 341 4.2 32 360 343 4.7 Labuan 3 60 47 21.7 3 60 48 19.9 Melaka 6 489 428 12.5 6 489 443 9.4 N. Sembilan 23 748 665 11.1 22 747 659 11.8 Pulau Pinang 10 1,273 896 29.6 10 1,273 913 28.3 Pahang 77 1,195 915 23.4 77 1,197 915 23.6 Perak 45 1,413 1,014 28.2 46 1,726 1,039 39.8 Perlis 3 110 108 1.8 3 110 109 0.5 Sabah 42 869 820 5.6 49 1,076 877 18.5 Sarawak 83 1,201 956 20.4 85 1,202 1,015 15.6 Selangor 33 4,483 3,889 13.3 33 4,476 3,926 12.3 Terengganu 15 905 547 39.6 14 889 567 36.2 PENINSULAR MALAYSIA 317 13761 11390 17.2 317 14064 11553 17.9 MALAYSIA 445 15,891 13,213 16.9 454 16,403 13,495 17.7 Remarks: Selangor includes FT KL & Putrajaya Source of data: The MWIG 2011 35
Summary In 1 st Quarter 2011 3 states are having comfortable high reserve margin for the planning demand and not requiring any new major source or infrastructure works until year 2020: o Perlis (24.7%) o FT Labuan (42.3%) o Perak (30.2%) Although Terengganu state is having comfortable reserve margin for the planning demand of 26.3%, it requires new source and infrastructure works in order to meet the projected high demand growth 36
Summary 10 states are having either shortfall margin or reserve margin less than 10% for the planning demand and require new works to be implemented in year 2011 to 2015 in order to meet the future demand up to year 2015 except Pahang o Kelantan ( 8.6%) o Melaka (0.9%) o Kedah ( 6.7%) o Pahang (4.9%) o Selangor ( 3.6%) o Sabah (7.5%) o Negeri Sembilan ( 0.3%) o Johor (9.0%) o Pulau Pinang (0.9%) o Sarawak (9.3%) Although the reserve margin of Pahang is only 4.9%, the existing available supply is able to meet the demand up to year 2018 due to the lower demand growth therefore only forward planning works are required to meet the demand beyond year 2020 37
Summary With the timely implementation of proposed new source or infrastructure works under RM Ke 9 & 10 and Business Plan: In Year 2011 2015 Only 4 states are having either shortfall margin or reserve margin less than 10% for the planning demand i.e. unable or with limited capacity to meet the planning demand: osabah ( 21.5%) osarawak ( 17.8%) In Year 2016 2020 Only 5 states are having shortfall margin for the planning demand i.e. unable to meet the planning demand: osarawak ( 70.6%) osabah ( 58.7%) okedah ( 19.9%) o Kedah ( 6.0%) o Pulau Pinang (5.5%) o Pulau Pinang ( 3.5%) o Kelantan ( 1.5%) Sabah and Sarawak are having high shortfall margin due to the nonavailability of the information on the proposed source or infrastructure works beyond year 2015 38
Summary States that are unable or with limited supply capacity to meet planning demand after implementation of new source or infrastructure works approved under RM Ke 10 or Business Plan by water operators, are Sabah, Sarawak, Kedah, Pulau Pinang and Kelantan The shortfall and deficit of supply can be overcome by implementing some potential and feasible projects as proposed in the review of the NWRS Appropriate actions, timely reviews and implementation of new source and infrastructure works from year 2011 to 2020 are required to ensure a sufficient available supply and a comfortable reserve margin to meet the planning demand and to assure a long term sustainability of water supply 39
Conclusion SUCCESS OF REFORM HINGES ON: 1. Effective collaboration amongst stakeholders particularly Federal and State Agencies to protect raw water resources; 2. Clear and consistent Government policies; 3. Independent and effective Regulator; 4. Strong commitment to drive efficiency and effectiveness on the part of service providers and 5. Effective consumers participation to provide objective feedbacks on service delivery. 40
TERIMA KASIH 41