Customer Service Delivery Charter

Download the Customer Service Delivery Charter.

SERVICE DESCRIPTION	REQUIREMENTS	CHARGE	TIMELINE
NEW WATER CONNECTION
Category
Domestic consumer	Filled up application form Copy of National ID card/valid passport Provide the required materials. `	Connection fee Ksh 2,500 Deposit fee Ksh 2,500	3 days
Commercial consumer	Filled up application form Copy of ID/passport Provide the required materials.	Connection fee Ksh 2,500 Deposit fee Ksh 3,500	3 days
Schools	Filled up application form Copy of certificate of registration. Provide the required materials.	Connection fee Ksh 2,500 Deposit fee Ksh 10,000 for less than 200 m3 and Ksh 20,000 for 200 m3 and above	5 days
Water kiosks	Filled up application form Copy of national ID card/valid passport/registration certificate Provide the required materials.	Connection fee Ksh 2,500 Deposit fee Ksh 5,000	5 days

Supply of water by Tanker	Consumer formal order/request Prove of payment for the service.	Ksh. 5,000 for the tanker of 10M³ within Kibwezi and Makindu towns and their environs. Ksh. 8,000 for the tanker of 16M³ within Kibwezi and Makindu towns and their environs.	24 hours
METER READING & BILLING SERVICES
Meter servicing	Allow access to premises and co-operation.	Free	2 days.
Meter testing	Allow access to premises and co-operation.	Free	24 hrs.
Special meter reading	Formal request	Free	2 days
Bills generation	Meter reading	Free	30 days cycle
Billing query and related resolutions	Account No Phone No Registered query at the Customer care desk.	Free	3 Working days
Leak / burst repairs	Report	Free	24 Hrs
Water supply disconnection & reconnection at the request of consumer	Formal customer request. Full settlement of the account bill.	Ksh 400	2 Days
Re-connection of water supply after disconnection due to non-payment.	Allow access to premises and co-operation.	Free	24hrs
Refund of refundable customer deposit fee	Request for cancellation of the service contract. Payment of all water charges due. Production the original receipt.	Free	7 days
Written enquiries-mail /letter.	None	Free	5 Working days
Verbal / telephone enquiries.	None	Free	Instantaneous.
Bill Dispatch	None	Free	Real time