Service Charter

KIMAWASCO customer service charter

KIMAWASCO Customer service charter

KIMAWASCO Customer service charter

SERVICES RENDERED

(WATER SUPPLY)

REQUIREMENTS

USER CHARGES(KSHS)

TIME LINE

New Water connection

(Where water supply exists)

-Complete application form

-Copy of either

I/D

License

Passport

Lease agreement

-Pin No.

-Title deed or tenancy agreement

- Certificate of incorporation(corporate)

Refundable 2500 or more depending on the category.

Taking over fee 550

1 week

New connection

(Where water supply connection did not exist)

Requirements as above

Refundable 2500 or more depending on category.

Connections fee 2500

2week

Disconnection of the supply at the request of the customer

-Fill termination of agreement form and clear outstanding bill.

-Pay termination fees

1000

2days

Reconnection of water supply

-Reconnection of water supply

Pay outstanding bill

Pay reconnection fees

1000

2days

Meter reading

Cooperation from the customer during meter reading

none

Monthly

Meter servicing

Fill meter servicing request form

500

14days

 

BILLING

Billing enquiries

Visit the customer care desk, telephone enquiry

free

On the spot

Adjustment of customer account

Complaint letter or register complain in the customer care.

Disputed bill

free

1 month

WATER TANKER SERVICES

Water supply by tankers in Kilifi(8,000 litre tanker)-

(16,000 litre tanker)

Water payment receipt

 

200 per m3

1 day

 

LABORATORY SERVICES

Water quality monitoring

None

Free

Daily

Bacteriological analysis

(Private water source)

Transport to site

 

2 days

Chemical analysis

(Private water source)

Transport to site

 

1day

Disinfection of water in schools, using chlorine

Formal request

Free

2 days

EMERGENCIES

 

 

On the spot

 

 

 

 

We notify customers through the sms, about emergency water interruptions such as bursts so that you are able to store enough water before normal supply resumes

Our Partners

Our Partners

WSPs governing bodies, partners and service providers