Services

Service Product

Service Level

Charges

SERVICE LOCATION/STATION

New connection

Processing of application form

1 day

Free

Customer Care KEWASCO

Istallation of connection after payments

1-5 days

#

New connection team KEWASCO

First bill

1 month

#

Billing office

Disconnection/
Reconnection

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

E-mail

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
services

Water sales and reconnection fees

Monday-Friday
8.00-5.00 pm

#

KEWASCO Head office, Equity bank-easy 247, Mpesa,
Posta, Post bank, Co-op Bank, Family Bank

New connection charge ,water deposits
and Exhauster services

Monday- Friday
8.00-5.00 pm

#

KEWASCO Head office, Equity bank-easy 247, Mpesa,
Posta, Post bank, Co-op Bank, Family Bank

Attendance to leaks
and burst

Repair of leaks and burst

Within 12 hours of
reporting

#

Operations Manager and Area office

Water quality
testing

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 and Aarea offices

Water quality

KEBS/WASREB standards

#

Technical/ Production section

Regular update of
customers

Newsletters

Quarterly

#

Customer care/Corporate affairs division

Media

When need arises e.g.
Interruption of water
supply

#

Customer Care/ Corporate affairs

Stakeholders workshop/ forum

Once a year

#

Commercial and Finance Office/ Corporate Affairs
office

Office hours

Attendance to customers

Monday-Friday
8.00-5.00 pm

#

Customer Care office/ Reception

Other Technical
/Commercial
services

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
payment

#

Revenue office