Service Charter

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
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 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
Reconnections		Reconnection fee – Kshs. 500 Penalties where applicable		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)
	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
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;

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.
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; 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.