Customer Service Charter

Services

Service Product

Service Level

Service Area
New Connections Processing Application form Immediate Customer Office (Lamu & Mokowe)
Installation of Connection after payment 1 – 7 Days Area Offices (Lamu & Mokowe)
Production of First Bill 1 Month Customer care
Disconnections/Reconnections Disconnection for Non-payment of Water Bills 14 Days after issuing water bills Area Offices
Reconnection of water supply Within 24 hours after payment Area Offices
Customer Queries and Complaints Account Balances Immediate Customer care/ Area Offices
Lack of Water complaint 1 – 2 Days Customer care HQ/ Area Office
Reply to Written complaint 1 – 5 Days Customer care HQ/ Area Office
Complaints through telephone Immediate Customer care HQ/ Area Office
Office Visit Complaints Immediate Customer care HQ/ Area Office
Refund after Termination 2 Weeks Customer care HQ/ Area Offices
Water Kiosk Application for Retailing ……… Customer care/ Area Offices
Water Bill Meter reading Monthly Commercial Department
Water billing Monthly Customer care Area Offices
Payment for Services Water sales Mon – Fri 8;00 – 12:00
2:00 – 3:00		 Area Offices
Attendance to leaks and burst Repairs leaks and bursts Within 12 hours of report Area Offices
Water Quality Testing Residual Chlorine Daily Area Offices
Bacteriological analysis ……… Headquarter
Chemical analysis ……… Headquarter
Water Quality Testing Residual Chlorine Daily Chemist
Bacteriological analysis Quaterly Laboratory
Chemical analysis Quaterly Laboratory
Service Reliability Water supply 2 Days in a Week Area Offices
Water quality KEBS/WHO Standards Chemist
Office hours Attendance to customers Mon- Fri 7:45 – 4:30 Area Offices
Other Technical Services Meter relocation 1 – 3 Days Area Offices meter servicing unit
Meter replacement 1 Day Area Offices meter servicing unit
Meter testing 1 Day Area Offices meter servicing unit
Field Investigation 1 – 3 Days Area Offices meter servicing unit