Service Charter – Water Services
Services | Requirements | Charges (in KES) | Timelines | Contact Person / Dept. |
New Connections | Completed application form including ID,Photocopy of KRA pin certificate, a map of premises; signed consumer contract; fittings purchased as prescribed. | Application form – Kshs. 100; Surveying fee – Kshs.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
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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 cycle) | Meter Readers/ Zonal officers. |
Meter testing | Request for meter testing | Kshs. 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 | Customer Care
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 | Customer Care
Zonal Officer |
Special meter reading/special cut off customer request | Request for special meter reading/special cut off customer request | Kshs.200 | Within 1 day | Meter readers/ Zonal officers |
Billing | Free | Once every month (according to billing cycle) | Billing Clerks | |
Dispatch of bills | – | Free | Once every month (according to billing cycle)
Domestic- SMS Institutional -paper bills |
Zonal officer/ Billing Clerks |
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 – Kshs. 500
Penalties where applicable |
2 working days after making payments and availing the prescribed fittings | Billing Officers/ Customer Care |
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 |
Customer Care Officer
Billing Clerks |
Water supply concerns (no water flow, pressure issues, pipe bursts/leakages) | Free | 1 working day (may vary based on magnitude of problem; Customers should be adequately informed of any unplanned and extended interruptions) |
Technical Team(Zonal Officers) |
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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) | Customer Care Officer
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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) | Transport officer.
Customer care officer;
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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
Waste Water Superintendent.
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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 |
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 |
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) |
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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; Kshs. 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. |