Other Services
Water Quality Process
Quality Standards Development
A quality standards charter for the utility, guided by national drinking water guidelines, is developed and implemented.
Communication to Customers
The established water quality standards are communicated to customers to promote transparency and awareness.
Water Quality Monitoring
Regular monitoring of water quality is conducted, and a quarterly report summarizing the quality of water supplied is prepared.
Reporting & Public Disclosure
The utility’s water quality performance, as presented in the reports, is communicated to consumers.
Meter Reading Process
STEP 1
The meter is read using the meter reading application or by customers sending a meter image and account number via WhatsApp 0116 863 332.
STEP 2
The readings are uploaded and processed for billing.
STEP 3
An SMS notification is sent to customers with billing details for individual accounts.
STEP 4
Complaints can be lodged in cases of inaccurate billing through customer service channels.
Complaints and Dispute Handling Process
Complaints are received through official channels including NAWASCO toll-free 0800721101 or office visits.
The complaint is logged, assigned a reference number, and forwarded to the relevant department through the CRM.
The department investigates the issue and prepares a resolution report.
The customer is informed of the complaint status via SMS, email, phone call, or in person.
Disconnection and Reconnection Process
Billing & Notification
A bill is generated covering water consumption and any outstanding arrears. The bill includes the payment due date and is sent to the customer via SMS from NAWASCO.
Payment & Request
Once the customer settles the arrears and pays the reconnection fee of Ksh. 500, a request for reconnection is submitted.
Processing
The reconnection request is documented and the reconnection team is notified to take action.
Reconnection
The customer account is reconnected and normal water supply is restored.