Service Charter – Water Services

Services	Requirements	Charges (in KES)	Timelines	Contact Person / Dept.
New Connections	Completed application form including ID and map of premises; signed consumer contract; fittings purchased as prescribed.	Application form – 100; Surveying fee – 800; Deposit – varying with customer type (See tariff structure); Labor costs – 20% of the cost of materials	Processing application form – Immediately after form submission(before the applicant leaves the office)	Customer Care
New Connections			Installation of connection – Within 5 working days of making payments and availing the prescribed fittings.	Technical Team – Zonal Officer
Meter reading	Meter readers’ access to meters (within the utility’s working hours 8:00 – 5:00pm)	Free	Once every calendar month (according to billing schedule)	Meter Readers
Meter testing	Request for meter testing	KES 500 or actual cost whichever is higher (Payment if meter doesn’t register incorrectly to any degree exceeding 5%)	Within 5 working days of making a request	Request for testing – Customer Care Meter testing – Zonal Officer
Meter servicing	Request for meter servicing	The actual cost subject to a minimum charge of Kshs.500	Within 3 working days of making request	Request for servicing – Customer Care Meter servicing – Zonal Officer
Billing		Free	Once every month (according to billing schedule)	Billing Clerks
Dispatch of bills	–	Free	Once every month (according to billing schedule)	Domestic bills – SMS Institutional bills – Zonal Officers
Disconnections	Water payment arrears beyond the payment due date	–	Upon expiration of the bill due date	Zonal Officers
Reconnections	Completed reconnection request form; payment of at least 75% of arrears; fitting purchased as prescribed	Reconnection fee – KES 500 Penalties where applicable – see Annex 1.	2 working days after making payments and availing the prescribed fittings	Processing reconnection request – Customer Care
Reconnections				Reconnection – Technical Team (Zonal Officers)
Resolution of customer complaints And feedback to the utility	Erroneous bills – Contact the Customer Care Officer and register complaint	Free	Feedback on error – 1 working day Resolving the error – 3 working days	Processing complaint and feedback – Customer Care Officer Resolving bill error – Billing Clerks
	Water supply concerns (no water flow, pressure issues, pipe bursts/leakages) – Contact the Customer Care Officer	Free	1 working day (may vary based on magnitude of problem; Customers should be adequately informed of any unplanned and extended interruptions)	Processing complaint/concern– Customer Care Officer Resolving supply concern – Technical Team
	Other complaints/feedback (e.g. water quality, uncourteous staff) – Contact the Customer Care Officer	Free	1 working day (may vary based on nature of complaint; Customers should be adequately informed resolution procedure and the feedback loop)	Processing complaint/concern– Customer Care Officer Resolving supply concern – As assigned by the Customer Care officer
Water Bowser services	Submit request to the Customer Care officer	Water Bowser – KES 6,300 for areas within a 5km radius; The rest of the distances are determined on a zoning scale.	Dependent on number of applications at the time of payment by the customer. (Water is delivered on a first come first served basis)	Processing request – customer care officer; Provision of services – Technical team in coordination with the transport officer.

Service Charter – Sewerage

Services	Requirements	Charges (in KES)	Timelines	Contact Person / Dept.
New Connections	Completed application form including ID and map of premises; signed consumer contract; fittings purchased as prescribed.	Application form – 100; Connection fee – HH – 6,000, Institutions – 10,000 – 30,000 based on number of toilets; materials and labor provided as prescribed.	Processing application form – Immediately after form submission(before the applicant leaves the office)	Customer Care in coordination with the Waste Water Superintendent.
New Connections			Installation of connection – Within 5 working days of making payments and availing the prescribed fittings.	Technical Team – Waste water officer
Billing		Free	Once every month (according to billing schedule)	Billing Clerks
Dispatch of bills	–	Free	Once every month (according to billing schedule; Included in the water bill for consumers with both a water and sewerage connection)	Domestic bills – SMS Institutional bills – Zonal Officers
Disconnections	Arrears beyond the payment due date	–	Upon expiration of the bill due date	Waste water officer
Reconnections	Completed reconnection request form; payment of at least 75% of arrears; fitting purchased as prescribed	Reconnection fee – 500 Penalties where applicable – see Annex 1.	2 working days after making payments and availing the prescribed fittings	Processing reconnection request – Customer Care
Reconnections				Reconnection – Technical Team (Waste water officer)
Resolution of customer complaints	Erroneous bills – Contact the Customer Care Officer and register complaint	Free	Feedback on error – 1 working day Resolving the error – 3 working days	Processing complaint and feedback – Customer Care Officer Resolving bill error – Billing Clerks
Resolution of customer complaints	Sewerage concerns (pipe blockage/bursts/leakages) – Contact the Customer Care Officer	Free	3 working days (may vary based on magnitude of problem; Customers should be adequately informed of any extended interruptions)	Processing complaint/concern– Customer Care Officer Resolving supply concern – Technical Team (waste water superintendent / waste water officer)
Sewer maintenance	–	Free	Continuous process	Waste water superintendent / waste water officer
Exhauster services	Submit request to the Customer Care officer	5,000 for residents in low income areas; 6,300 for all other residents within a 5km radius.	Within 1 working day after making payments	Processing request – customer care officer Provision of services – waste water superintendent in coordination with the transport officer.