No.SERVICES/GOODS RENDEREDREQUIREMENTSUSER CHARGESTIMELINE
1Attend to customers/visitors on arrivalClarity and CourtesyFreeWithin Three (3) minutes on arrival
2Response to inquiries (Use of Appropriate channels)Customer Care desk/TelephoneFreeImmediate
Suggestion Boxes within our offices and MailFree7 days
E-mail and Social mediaFree2 hours
3Answering of incoming callsCall to call centerFree2 rings
4Resolving of billing related complaints written/verbalEvidence of complaintFree7 days
Resolving of Non-billing related complaints written/verbalEvidence of complaintFree7 days
5Procurement of Goods, Services & Works in compliance with the Public Procurement & Asset Disposal Act 2015 and RegulationsTender DocumentsFree download from company website37 days
Contract SigningFree14 days
6Paying our SuppliersSupporting Documents;
1. Approved Contract
2. Approved LPO
3. Invoices & Delivery note
4. Inspection and acceptance certificate
5. Goods Received Voucher		Free30 days
7New water connection(s)Filled application form(s), copy of title deed, ID, PINCustomer deposit, connection fee as per the approved tariff, estimated cost of pipes and fittings14 days
8SeparationsFilled application form(s), copy of title deed, ID, PINCustomer deposit, connection fee as per the approved tariff, estimated cost of pipes and fittings7 days
9Existing connectionsFilled application form(s), copy of title deed, ID, PINAs per approved tariff3 days
10Sewer Connections (Domestic)
Sewer Connections (Commercial)
Sewer
Connections (Industrial)		Filled Application Form(s), Water Account No., copy of ID & KRA pinAs per approved tariff3 days
11Meter TestingRequest order and payment receipt.As per approved tariff4 days
12Meter reconnection(Normal)
Meter reconnection (Main)		Order request, Receipt of paymentAs per approved tariff1 day
13Stolen Meter ReplacementPolice abstract, copy of ID, customer contactsPrevailing market price2 days
14Sewer Unblocking (main line)Report at the customer service desk


Written Request, payment receipt.

As per approved tariff2 days
Sewer Unblocking (Private lines)
15Exhauster Service on request (within Dadaab Town)
1. Informal Settlements

2. Other customers		Report at the customer service desk


Written Request, payment receipt.
As per approved tariff2 days
16Water delivery on Request (within Dadaab Town)
1. Tanker – (7000m³)

2. Tanker – (18000m³)		Written Request, payment receipt.As per approved tariff1 day
17Water & Waste water testingTest SamplesPer parameter2 days
18Interruption of water services2 Day NoticeFree12 hours
19Sale of SludgeWritten RequestAs per approved tariffImmediate