Customer Service Delivery Charter

Customer Service Delivery Charter
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Vision

To be a World Class Water Service Provider

 

Mission

ELDOWAS is committed to providing quality and adequate water services in a cost   effective manner to its stakeholders by a qualified and motivated human resource.

 

Customer Service Delivery Charter

 

SERVICES/GOODS RENDERED

REQUIREMENTS

USER CHARGES

TIMELINE

1

Attend to customers/visitors on arrival

Clarity and Courtesy

Free

Within Three(3) minutes on arrival

2

Response to inquiries

Use of Appropriate channels;

1.Customer Care desk

2.Suggestion Boxes within    our offices

3. E-mail, Mail, Telephone & Social      media

Free

Immediate

3

Answering of incoming calls

Call to switch Board

Free

2 rings

4

Resolving  of billing related complaints written/verbal

Evidence of complaint

Free

20 days

5

Procurement of Goods, Services & Works

Purchase of prequalification/tender documents

Compliance with the Public Procurement & Asset Disposal Act 2015 and Regulations

1,000.00

30 days

6

Paying our Suppliers

Supporting Documents;

1. Invoices

2. Credit Note

3. Delivery Note

4. Approved Contract

Free

30 days

7

New water connection(s)/Separations

Filled Application form(s), copy of title deed,  ID and KRA pin number

3,500.00

 3 days

8

Existing connections

Filled application form(s), copy of title deed, ID,PIN

2,000.00

 3 days

9

Sewer Connections(Domestic)

Sewer Connections

(Commercial)

Sewer Connections(Industrial)

Filled Application Form(s), Water Account  No., copy of ID & KRA pin

5,000.00

7,500.00

15,000.00

 3 days

 3 days

 3 days

10

Meter Testing

 Request order and payment receipt.

100.00

 2 days

11

Meter reconnection(Normal)

Meter reconnection(Main)

Order request, Receipt of payment

1,000.00

3,000.00

 1 day

12

Stolen Meter Replacement

Police abstract, copy of ID, customer contacts

Prevailing market price

 2 days

13

Sewer Unblocking (main line)

Sewer Unblocking (Private  lines)

Report at the customer service desk

Free

5,000.00

2 hours

2 hours

14

Exhauster Service on request (within Eldoret Town)

1.    Informal Settlements

2.    Other customers

 

Written Request

Written Request

 

3,000.00

4,000.00

 

2 days

2 days

15

Water delivery on Request (within Eldoret Town)

1.    Tanker (7000m³)

2.    Tanker (18000m³)

Written Request, payment receipt.

 

3,000.00

8,000.00

 

Immediate

Immediate

16

Water & Waste water testing

 Water Samples

Per parameter

2 days

17

Sale of Sludge

Written Request

KES150/Ton

Immediate

 

 

Download Service delivery charter

Feel free to share your feedback with us, to let us know how we served you;

                   

Physical Address:                                                 OR

Kampi Somali Rd, off Oloo Street

Phone: 053-2035000

Mobile: +254 072455538

Email: info@eldowas.or.ke

Website: www.eldowas.or.ke

ELDOWAS

                  

Write to us: Attention:

The Managing Director

Eldoret Water & Sanitation Co. Ltd

Box 8418-30100

ELDORET, Kenya

 

 

 

 “Commitment to courtesy and excellence in service delivery”

 

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