Utangulizi

Kilifi Mariakani Kampuni ya Maji na Mfumo wa Maji Taka (KIMAWASCO) inathamini
umuhimu wa Mkataba wa Huduma kwa Wateja kama njia ya kuwasiliana na wateja wake
kuhusu huduma mbalimbali zinazotolewa na viwango vya huduma vinavyotarajiwa.

Kampuni inalenga kuwa mtoa huduma wa kimataifa katika utoaji wa huduma za maji
na usafi wa mazingira kwa njia inayokidhi na kufurahisha wateja wake.

Lengo la Mkataba

Mkataba wa huduma ni kielelezo cha dhamira ya KIMAWASCO ya kuboresha huduma zake
na kujenga uhusiano mzuri na wateja wake kupitia ushirikiano endelevu na maoni ya wateja.

Upeo wa Mkataba

Mkataba huu unahusu wateja wote, uongozi, wafanyakazi na wadau wote
ndani ya eneo la huduma la KIMAWASCO.

Dira ya Kampuni

Kuwa mtoa huduma bora wa maji na usafi wa mazingira nchini Kenya.

Dhamira ya Kampuni

Kutoa kwa ufanisi na endelevu huduma za maji na usafi wa mazingira zenye gharama nafuu,
za kuaminika, za kutosha na zenye ubora kwa njia ya ubunifu kwa wateja wote
ndani ya Kaunti ya Kilifi.

Maeneo yanayohudumiwa ni Ganze, Rabai, Kaloleni, Kilifi Kaskazini, Kilifi Kusini,
pamoja na sehemu za Magarini na Malindi.

Imani za Msingi za Kampuni

• Kufanya kazi kwa pamoja
• Uadilifu
• Mawasiliano
• Utaalam
• Kuzingatia wateja
• Ufanisi
• Ubunifu

Dhamira Yetu kwa Wateja

• Kuwatendea wateja wote kwa heshima na staha
• Kuhakikisha usambazaji wa maji kwa usawa
• Kutoa maji yenye ubora unaokidhi viwango vya kitaifa na kimataifa
• Kukusanya na kutibu maji taka kwa kuzingatia mazingira
• Kudumisha maadili ya kazi bila rushwa
• Kuhifadhi siri za taarifa za wateja

Viwango vya Huduma

Majukumu ya Mteja

• Kuwatendea wafanyakazi wa KIMAWASCO kwa heshima
• Kulipa bili kwa wakati
• Kuepuka matumizi haramu ya maji
• Kuripoti uvujaji, milipuko na uunganishaji haramu
• Kuhakikisha mita inapatikana kwa usomaji sahihi
• Kutumia maji kwa busara

Introduction

Kilifi Mariakani Water and Sewerage Company Limited (KIMAWASCO) appreciates the importance
of a Customer Service Charter as a means of communicating with its customers on the range
of services offered and the desired standards of service.

In pursuit of its Vision, the Company provides quality, adequate, accessible and reliable
water and sanitation services in a manner that satisfies and delights its customers.

Purpose

The Service Charter expresses KIMAWASCO’s commitment to improving its services and building
strong relationships with its customers. Customers are encouraged to provide information,
feedback and support to enhance service delivery.

Scope

This Service Charter applies to all customers, management, employees and key stakeholders
within KIMAWASCO’s service jurisdiction.

Objective

The objective of this Charter is to clearly define the relationship between KIMAWASCO and
its customers, outlining the obligations of each party in service delivery, while providing
minimum disclosures as required by policy and regulatory frameworks.

Company Vision

To be the leading water and sanitation service provider in Kenya.

Company Mission

To effectively and sustainably provide affordable, reliable, adequate and quality water
and sanitation services in an innovative manner to all customers within Kilifi County.

Areas served include Ganze, Rabai, Kaloleni, Kilifi North, Kilifi South, and parts of
Magarini and Malindi sub-counties.

Core Values

• Teamwork
• Integrity
• Communication
• Professionalism
• Customer Focus
• Efficiency and Effectiveness
• Innovation and Creativity

Our Commitment to Customers

• Treat all customers with courtesy and respect
• Uphold professionalism in service delivery
• Ensure equitable distribution of water
• Provide water that meets national and international quality standards
• Collect, treat and dispose sewerage in accordance with environmental standards
• Maintain high ethical standards in a corruption-free environment
• Handle customer information with utmost confidentiality
• Ensure meters are installed 300mm above ground at the service connection point

Service Standards and Requirements

Customer Responsibilities

• Treat KIMAWASCO staff with courtesy and respect
• Provide accurate information for service delivery
• Comply with legal requirements and avoid illegal water use
• Report leaks, bursts and illegal connections
• Pay bills promptly and update personal information
• Ensure meters are accessible for reading
• Maintain service lines after the meter
• Use water responsibly
• Register for e-billing via USSD