Welcome to NZOWASCO's Customer Service Charter, where we are committed to providing reliable, efficient, and customer-focused water and sanitation services to our esteemed clients, ensuring transparency, accountability, and excellence in all our operations
Our Commitment
At NZOWASCO, we are dedicated to delivering high-quality water and sanitation services to our customers. Our commitment is to ensure that every household and business receives clean, safe, and reliable water supply and efficient waste management. We strive to uphold the highest standards of transparency, integrity, and professionalism in all our operations, ensuring that our services contribute to the health and well-being of our community.
Communication
We believe in maintaining open, honest, and transparent communication with our customers. Our communication channels are designed to ensure that you can easily reach us with any inquiries, feedback, or concerns. We are committed to providing timely and accurate information through various platforms, including our customer service centers, website, social media, and direct mailings. We aim to keep you informed about any service updates, disruptions, or improvements, ensuring that you have all the information you need to manage your water and sanitation needs effectively.
Customer Service Standards
Our customer service standards are the cornerstone of our commitment to excellence. We pledge to:
- Responsiveness: Address all customer inquiries and complaints promptly and efficiently, ensuring a response within 24 hours.
- Reliability: Provide a continuous and reliable supply of clean water and effective waste management services, with minimal disruptions.
- Professionalism: Treat all customers with respect, courtesy, and professionalism, ensuring a positive and supportive interaction at all times.
- Accountability: Take responsibility for our actions and decisions, providing clear explanations and solutions to any issues that arise.
- Quality Assurance: Continuously monitor and improve our services to meet and exceed customer expectations, adhering to all relevant health and safety standards.
- Accessibility: Ensure our services and customer support are easily accessible to all, including provisions for those with special needs.
Customer responsibility
That all customers (a customer is defined as any water or sanitation service consumer who has legal connection) shall :
- Pay water bills within 14 days from the day the bill was sent, failure which the account shall be liable for disconnection and will attract a penalty of Ksh. 500.
- Pay a refundable water deposit of an amount dependent on the class of water supply at the rate prevailing at the time of application.
- That the customer shall undertake to report to the company all illegal activities affecting service delivery.
- That the kiosk operators shall apply water resale rates approved by the company from time to time.
- That the Managing Director shall be the final authority on the orientation of service lines from the main distribution networks.
- That the company shall not be held liable for any loss or damage caused by plumbers not registered by the company or any company employee retained in the private capacity on any line without the express written authority of the Managing Director.
- That all meters shall be under the care and custody of the customer who shall be liable for replacement cost in case of loss or damage thereto.
- That the postal ,physical addresses and cellphone number given on the application forms shall be used for all correspondences unless otherwise priory changed in writing.
- That all payments shall be made to the company’s accounts designated by the company and receipts issued.
- All accounts rendered should be verified for correctness upon and any errors detected should be reported within 90 days.
- In the event of any dispute on the bill due to accuracy of the meter a test shall be carried out using a test meter and if the measured volume is found to be within 2% of the registered volume, the disputed volumes will be accepted as correct.
- That the customer shall not install booster pumps directly onto the water service lines.