Customer Responsibilities.
To facilitate the provision of quality water services in a sustainable manner, the customer is expected to:
- Treat the Ngandori Water staff with courtesy.
- Pay the invoiced bills promptly.
- Avail all information requested by Ngandori Water for execution of service.
- Facilitate access to water meters for proper reading, maintenance and inspection of the supply line.
- Abide with the legal requirements.
- Desist forms of illegal usage of water. You should not connect illegally, by pass, tamper with meter or irrigation.
- Raise complaints promptly and within the valid time period.
- Report any leaks, bursts, irrigation and any other misuse promptly to our offices.
- Avoid construction of permanent structures on the water lines.
How to Lodge a Complaint.
Consumers are encouraged to forward complaints, suggestions and compliments to under mentioned, either in person, by post, telephone or by email.
A complaints/suggestion box is maintained at the cash offices and and we will acknowledge receipt within fifteen days. While complaints will be treated in confidence, complainants are encouraged to identify themselves to lend credence to their complaints.
SERVICE CHARTER
| Services | Requirements | Charges (in KES) | Timelines | Contact Person / Dept. |
| New Connections | Completed application form including ID, Photocopy of KRA pin certificate; signed consumer contract; fittings purchased as prescribed. | As per the approved tariff structure | Processing application form – Immediately after form submission(before the applicant leaves the office) | Customer Care |
| Installation of connection – Within 2 working days of making payments and availing the prescribed fittings. | Technical Team – station supervisor | |||
| Meter reading | Meter readers’ access to meters (within the utility’s working hours 8:00 – 5:00pm) | Free | Once every calendar month (according to billing cycle) | Meter Readers/ station supervisor. |
| Meter testing | Request for meter testing | Kshs. 500 or actual cost whichever is higher (Payment if meter doesn’t register incorrectly to any degree exceeding 5%) | Within 5 working days of making a request | Customer CareStation supervisor |
| Meter servicing | Request for meter servicing | Free | Within 2 working days of making request | Customer Care/Station supervisor/Billing supervisor |
| Special meter reading/special turn off /on customer request | Request for special meter reading/special cut off customer request | Kshs.200 | Within 1 day | Meter readers/ station supervisor |
| Billing | Free | Once every month (according to billing cycle) | Billing Clerks | |
| Dispatch of bills | – | Free | Once every month (according to billing cycle)Domestic- SMSInstitutional -paper bills | Station supervisor/ Billing supervisor |
| Disconnections | Water payment arrears beyond the payment due date | – | Upon expiration of the bill due date | Station supervisor |
| Reconnections | Completed reconnection request form; payment of at least 75% of arrears; fitting purchased as prescribed | Reconnection fee – Kshs. 350Penalties where applicable | 2 working days after making payments and availing the prescribed fittings | Customer Care |
| Technical Team | ||||
| Resolution of customer complaintsAnd feedback to the utility | Erroneous bills – Contact the Customer Care Officer and register complaint | Free | Feedback on error – 1 working dayResolving the error – 3 working days | Customer Care OfficerBilling supervisor |
| Water supply concerns (no water flow, pressure issues, pipe bursts/leakages) | Free | 1 working day (may vary based on magnitude of problem; Customers should be adequately informed of any unplanned and extended interruptions) | Technical Team | |
| Other complaints/feedback (e.g. water quality, uncourteous staff) – Contact the Customer Care Officer | Free | 1 working day (may vary based on nature of complaint; Customers should be adequately informed resolution procedure and the feedback loop) | Customer Care Officer/technical team |