Services |
Service Product |
Service Level |
Where Can i get the service from |
New connection |
Processing of application form |
Immediately |
Customer Care KEWASCO |
Istallation of connection after payments |
1-5 days |
New connection team KEWASCO |
|
First bill |
1 month |
Billing office |
|
Disconnection/ |
Disconnection for nonpayment of water bill |
14 days from date of issue of bill |
Revenue office |
Reconnection of water supply |
Within 24 hours after payment |
Revenue office |
|
Customer queries and complaints |
Account balance |
immediately |
Customer Care KEWASCO |
Lack of water complaint |
1-2 days |
Customer Care/Area office KEWASCO |
|
Reply to written complaints |
1-3 days |
Customer Care KEWASCO |
|
Reply to fax complaints |
2 days |
Customer Care / Commercial and Finance office |
|
|
Immediate |
Customer Care KEWASCO |
|
Complaints through the telephone |
Immediate |
Customer Care KEWASCO |
|
Office visit complaint |
Immediate |
Customer Care KEWASCO |
|
Process of refund after termination |
2 weeks |
Customer Care KEWASCO |
|
Water Kiosk |
Application for retailing |
Up to 3 months |
Customer Care KEWASCO |
Water bill |
Meter reading |
Monthly |
Meter reading office |
Water billing |
Monthly |
SMS/ Billing office/ ICT Office |
|
Payment for |
Water sales and reconnection fees |
Monday-Friday |
KEWASCO Head office, Equity bank-easy 247, Mpesa, |
New connection charge ,water deposits |
Monday- Friday |
KEWASCO Head office, Equity bank-easy 247, Mpesa, |
|
Attendance to leaks |
Repair of leaks and burst |
Within 12 hours of |
Operations Manager and Area office |
Water quality |
Residual chlorine |
Daily |
Operation manager/ chemical attendant production |
Chemical analysis |
Monthly |
Central testing lab/ Gov’t Chemist/ KEBS |
|
Bacteriological analysis |
1 month |
Billing office |
|
Service reliability |
Water supply |
7 days in a week |
Operations office andAarea offices |
Water quality |
KEBS/WASREB standards |
Technical/ Production section |
|
Regular update of |
Newsletters |
Quarterly |
Customer care/Corporate affairs division |
Media |
When need arises e.g. |
Customer Care/ Corporate affairs |
|
Stakeholders workshop/ forum |
Once a year |
Commercial and Finance Office/ Corporate Affairs |
|
Office hours |
Attendance to customers |
Monday-Friday |
Customer Care office/ Reception |
Other Technical |
Meter relocation |
1-5 days |
NRW/ meter servicing unit |
Replacement of faulty meters |
1-3 days |
NRW/ meter servicing unit |
|
Meter test |
1-5 days |
NRW/ meter servicing unit |
|
Exhausting services |
Within 24 hours after |
Revenue office |