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

 No.

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)

Customer Care desk/Telephone

Free

Immediate

Suggestion Boxes within our offices and Mail

Free

7
days

E-mail and Social
media

Free

2
hours

3

Answering
of incoming calls

Call
to call center

Free

2
rings

4

Resolving of
billing related complaints written/verbal

Evidence
of complaint

Free

7
days

Resolving of Non-billing related
complaints written/verbal

Evidence
of complaint

Free

7
days

 

5

Procurement of Goods, Services & Works

in compliance
with the Public
Procurement & Asset
Disposal Act 2015
and Regulations

Tender Documents

Free download from company website

37
days

Contract Signing

 

Free

14
days

6

Paying
our Suppliers

Supporting Documents;

1.  Approved Contract

2.  Approved LPO

3.  Invoices & Delivery note

4.  Inspection and acceptance certificate

5.  Goods Received Voucher

Free

30
days

7

New water connection(s)

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

Customer deposit,
Connection
fee as per the approved tariff,
estimated cost of pipes and fittings

 14
days

8

Separations

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

Customer deposit, connection
fee as per the approved tariff, estimated
cost of pipes and fittings

 

7
days

9

Existing
connections

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

As per
approved tariff

 

 3
days

10

Sewer Connections (Domestic) Sewer Connections (Commercial) Sewer
Connections (Industrial)

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

As per
approved tariff

 

 3
days

11

Meter
Testing

 Request
order and payment receipt.

As per
approved tariff

 4
days

12

Meterreconnection(Normal)

Meter reconnection (Main)

Order
request, Receipt of payment

As per approved tariff

 1
day

13

Stolen
Meter Replacement

Police abstract, copy
of ID, customer contacts

Prevailing
market price

 2
days

14

Sewer
Unblocking (main line)

Sewer
Unblocking (Private lines)

Report at the customer service desk

Free

As per approved tariff

4
hours

 4 ours

15

Exhauster
Service on request (within Eldoret Town)

1.    Informal
Settlements

2.    Other
customers

Written Request, payment receipt.

 

 

As per approved tariff

 

2
days

16

Water
delivery on Request (within Eldoret Town)

1.    Tanker
(7000m³)

2.    Tanker
(18000m³)

Written Request, payment receipt.

 

 

As per approved tariff

 

1
day

17

Water
& Waste water testing

Test Samples

Per
parameter

2
days

18

Interruption of water services

2 Day Notice

Free

12
hours

19

Sale
of Sludge

Written
Request

As per approved tariff

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”

 

ISO 9001:2015