We value customer complaints and compliments, we consider them as feedback/suggestions for improvement we achieve by:-
- Answering all telephone calls politely.
- Directing the customer to the relevant officers or office politely
- Responding to technical and non-technical complaints within 24 hours
- Advising the customer on what action we will take to rectify the problem.
- Advising the customer on what part he/she can play to assist in resolving the problem.
- Providing feedback to all customer queries on the issues addressed verbally, in writing, or through phone
- Treating the customer’s personal information in the strictest confidence
- Enabling customers to examine and authorize changes to all their personal information for the purposes of updating the customer database
- Discussing details of customer service only with themselves or their authorized representative/s.
Customer Care Declarations
We therefore declare to:
- Welcome a customer with a smile,
- Put the needs of the customer first,
- Treat a customer with courtesy, honesty, friendly,consideration and respect,
- Listen and respond appropriately to every customer,
- Have qualified and supportive staff to deal with customer complaints,
- Deal with all customer issues with efficiency, fairness and integrity,
- Provide customers with relevant written information where suitable,
- Make the customer safe and secure
- Treat HOMAWASCO staff with courtesy
- Pay for bills invoiced promptly.
- Avail all information requested by HOMAWASCO for execution of service.
- Facilitate access to meters for proper readings, maintenance and inspection of the supply line.
- Abide with the legal requirements and cease from acts of illegal connection of water.
- Raise complaints promptly and within the valid timeline.
- Avoid collusions and negotiations that would lead to defrauding the organization.
- Report any pipe leaks/bursts, sewer blockages, missing manhole covers, illegal practices , promptly to the company.
- Avoid construction of permanent structures on water and sewer service lines.