Service Charter Table

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/
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 andAarea 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