KIMWASCO CUSTOMER SERVICE CHARTER

S/NO.
Services Rendered
Customer Obligation
User charge
Time Frame
1.

Supply Quality, Reliable and Affordable Potable Water and Sanitation Services.

Provide quality information about water needs, report cases of water theft, leakages, bursts and provide timely and honest feedback about the services we provide.

As per approved charges

At least 2 days per week for 12 hours per day

2.

Facilitate Accessibility to Basic Sanitation

Provide quality information about sanitation needs

As per approved charges

As and when need is identified

3.

Timely processing of applications for water and sanitation services.

Provide relevant information, pay for needed materials, labour and  water deposits, fill application form.

As per approved charges

Within 7 days after the application is received.

4.

Respond to customer inquiries  promptly.

Provide accurate information to our customer care desk.

Free

On the spot for verbal enquiries and 7 days for written enquiries.

5.

Timely handling and resolving of customers complaints.

Present Complaints promptly to our customer care desk.

Free

Within 7 days after receiving complaints.

6.

Timely and accurate invoicing for services rendered.

Pay water bills and invoices for other services promptly.

Free

Immediately after the services is provided

7

Re-connection/Disconnection of water supply.

Clear the outstanding bills

As per approved charges

Within 2 Days

M.D, Paul Kinuba with KIMWASCO Officers Conducting Inspection
Human Resource Manager, Peninnah During a training session
Technical Manager David Delivering a point during a training session