|
No. |
SERVICES/GOODS RENDERED | REQUIREMENTS | USER CHARGES(KES) |
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 the call center | Free | 3 Rings |
| 4 | Resolving of billing related complaints written/verbal | Evidence of complaint | Free | 30 Days |
| Resolving of Non-billing related complaints written/verbal | Evidence of complaint | Free | 30 Days | |
| Resolving complaints needing further investigations and approval of the board | Evidence of complaint | Free | 30Days/feedback to customer if taking longer | |
| 5 | Procurement of Goods, Services & Works in compliance with the Public Procurement & Asset Disposal Act 2015/2022 and Regulations | Tender Documents | Free download from company website | 37 Days |
| Contract Signing | Free | 14 Days | ||
| 6 | Paying of 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) – ½ Inch
– 1.5-3 Inch – > 3 Inch |
Filled Application form(s), copy of title deed, ID and KRA pin number | 2,500.00
7,500.00 15,000.00 |
14 Days |
| 8 | Meter Separations – ½ Inch
– 1.5-3 Inch – > 3 Inch |
Filled Application form(s), copy of title deed, ID and KRA pin number | 2,500.00
7,500.00 15,000.00 |
14 Days |
| 9 | Turn on fee other than a first connection | Filled application form(s), copy of title deed, ID,PIN | 200.00 | 3 Days |
| 10 | Refund of Customer Deposits | Bill clearance, Surrender of meter, | Free | 4 Days |
| 11 | Sewer Connections (Domestic)
Sewer Connections (Public Institutions/ Commercial, Government) 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
|
| 12 | Meter Testing on request | Request order and payment receipt. | 500.00 | 4 Days |
| 13 | Leak detection | Request order and payment receipt. | 1,000.00 | 1 day |
| 14 | Meter reconnection (Normal)
Meter reconnection (Main) |
Order request, Receipt of payment | 1,000.00
5,000.00 and double deposit |
1 Day |
| 15 | Stolen Meter Replacement | Police abstract, copy of ID, customer contacts, Receipt of payment | 100% of the market cost of the meter | 2 Days |
| 16 | Repair of Leakages and bursts | Report at the customer service desk | Free | Within 2 hr |
| 17 | Sewer Unblocking (main line)
Sewer Unblocking (Private lines) |
Report at the customer service desk | Free | 1 Day |
| 2,500.00 | 4 hours | |||
| 18 | Sewer Reconnection | Proof of payment | 15,000.00 | 1 Day |
| 19 | Exhauster Services on Request (within Eldoret Town)
1. Informal Settlements 2. Other customers |
Written Request, payment receipt. |
4,000.00 5,000.00 |
2 Days |
| 20 | Water delivery on Request (within Eldoret Town)
1. Tanker (7,800m³) 2. Tanker (18,000m³) |
Written Request, payment receipt. |
2,500.00 6,000.00 |
1Day 1 Day |
| 21 | Sale of Water per m³ (own tanker) | Request, proof of payment | 75.00 | Immediate |
| 22 | Water & Waste water testing | Test Samples | Per parameter | 2 Days |
| 23 | Interruption of water services | 2 Day Notice | Free | 12 Hours |
| 24 | Sale of Sludge | Written Request | 300 per tonne | 1 Day |
| 25 | Statement of account fee | Request, proof of payment | 200.00 | Immediate |
| 26 | Customer Request to cut off supply | Request, proof of payment | 200.00 | 1 Day |
| 27 | Customer Satisfaction Survey | Cooperation with the Consultant | Free | 30 Days |
Feel free to share your feedback with us, to let us know how we served you;
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”
