OUR CUSTOMER SERVICE CHARTER

SERVICES

SERVICE PRODUCT

SERVICE LEVEL

WHERE CAN ONE GET SERVICE FROM

New connection

Processing of application form

Immediate

Customer Care Kikuyu

Installation of connection after payment

1-5 days

Area offices/Kikuyu

First bill

One (1) month

Customer care/hand delivery

Disconnection/
reconnection

Disconnection for non-payment of water bill

14 days from date of issue of bill

Customer care Kikuyu/Area Office

Reconnection of water supply

Within 24 hours after payment

Area offices, Kikuyu, Karai, & Muguga

Customer queries and complaints

Account balance

Immediate

Customer Care Kikuyu/Area Office

Lack of water complaint

1 -2 days

Customer Care Kikuyu/Area Office

Reply to written complaints

1 – 3 days

Customer Care Kikuyu/Area Office

Reply to fax complaints

2 days

Customer Care Kikuyu/Area Office

E-mail

Immediate

Customer Care Kikuyu/Area Office

Complaints through the telephone

Immediate

Customer Care Kikuyu/Area Office

Office visit complaint

Immediate

Customer Care Kikuyu/Area Office

Process of refund after termination

2 Weeks

Customer Care Kikuyu/Area Office

Water kiosk

Application for retailing

Upto 3 months

Customer Care Kikuyu/Area Office

Water bill

Meter reading

monthly

Commercial department

Water billing

Monthly

Hand-delivery/ customer care Kikuyu/area office

Payment for services

Water sales & Reconnection Fees

 

Monday-Friday 8:00-5:00p.m

Equity Bank, M-PESA, Post Bank & Family Bank; Mobile clinics at Karai & and Cash office

New connection Charge, Water Deposits &  Exhauster Services

Headquarters-Kikuyu

Attendance to leaks and bursts

Repair of leaks and bursts

Within 12 hours of reporting

HQs Kikuyu and area offices

Water quality testing

Residual chlorine

Daily

O & M Department

Chemical analysis

Monthly

Central Testing Laboratory

Bacteriological analysis

Monthly

Central Testing Laboratory

Service reliability

Water supply

4 days in a week

HQs Kikuyu and Area Offices

Water quality

KEBS/WHO Standards

O & M Department

Regular update of customers

Newsletters

Quarterly

Corporate affairs division

Media

When need arise e.g. interruption of supply

Corporate affairs/Customer care

Stakeholders Workshop

Once a year

Corporate division/commercial division

Office hours

Attendance to customers

Monday-Friday 8:00-5:00 p.m

Kikuyu/Area offices

Other technical services

Meter relocation

1-5 Days

Area offices/meter servicing units

Replacement of faulty meters

1-3 days

Area offices/meter servicing units

Meter test

1-5 days

Area offices/meter servicing units

Exhausting Services

Within 24 Hours after payment

HQs Kikuyu

WE ARE COMMITTED TO COURTESY AND EXCELLENCE IN SERVICE DELIVERY
For Emergency Reporting For Leaks, Burst, Lack of Water Please Call 0728-578-098
IT IS YOUR RIGHT TO DEMAND EFFICIENT SERVICE