Mikindani street, off Nkrumah Road, Mombasa.

Customer Service Charter

 

 SERVICES  SERVICE PRODUCT  SERVICE LEVEL  WHERE PUBLIC CAN GET SERVICES FROM
 New Connection  Processing of application form  Immediate   Customer care HQs /Area Offices / Download from the website:       www.mombasawater.co.ke
 Installation of connection after payment  1-5 days   Area Offices
 First bill  One (1) month   Customer care/posted
 Disconnection/reconnection   Disconnection for non payment of water bill  14 days from date of issue Of bill   HQs/Area office
  
 Reconnection of water supply  Within 24 hours after payment  Area Offices
 Customer queries and complaints          Account balance  Immediate  Customer care HQs/ Area Office
 Lack of water complaint  1-2 days  Customer care HQs/ Area Office
 Reply to written complaints  1-5 days  Customer care HQs/ Area Office
 Reply to fax complaints  2 days  Customer care HQs/ Area Office
 E-Mail  Immediate  Customer care HQs/ Area Office
 Complaints through the telephone  Immediate  Customer care HQs/ Area Office
 Office Visit complaint  Immediate  Customer care HQs/ Area Office
 Process of refund after termination   2 weeks  Customer care HQs/ Area Office
  Water Kiosk   Application for retailing  Up to 3 months  Customer care HQs/ Area Office
  Water bill    Meter reading   Monthly  Commercial Department

 Water billing   Monthly  Posted/Customer care/Area Office
  Payment for services   Water sales

  Monday-Friday 8:00- 4:00p.m

 Saturday 8:00am – 12:00pm


 Headquarters(Cash Office)and Kisauni Area Office

 Attendance to leaks and bursts   Repair of leaks and bursts   Within 12 hours of report  Headquarters and Area Offices
 Water Quality testing     Residual Chlorine   Daily  Chemist
  Chemical analysis   Monthly  Laboratory
  Bacteriological analysis   Monthly  Laboratory
  Service reliability    Water Supply   3 days in a week  Headquarters and Area Offices

  Water Quality  KEBS/WHO Standards  Chemist
  Regular update education of customers     Newsletters   Quarterly  Corporate affairs division
  Media   When need arises e.g. interruption of supply  Corporate division/Customer care
 Customer clinic/Public Service Week  Once a year  Corporate division/Commercial division
  Office hours  Attendance to customers   Monday – Friday 8:a.m – 5:p.m  Headquarters/ Area Offices
  Other Technical Services   Meter relocation  1-3 days  Area Offices/ Meter Servicing Unit


   Replacement of faulty meters  1-3 days  Area Offices/ Meter Servicing Unit
  Meter test  1-3 days  Area Offices/ Meter Servicing Unit
  Field Investigation  1-3 days  Area Offices/ Meter Servicing

 Inspection & Investigation Unit

 

SEWERAGE CONNECTION

 

 SERVICES  SERVICE PRODUCT    SERVICE LEVEL   WHERE PUBLIC CAN GET SERVICE FROM
  New connection     Processing of application form  Immediate  Sewerage department


 Installation of connection after payment  1-5 days   Sewerage department
 First bill  One (1) month   Customer care/ posted
  Blockage removal  Sewerage overflow  24 hours   Sewerage department
  Sludge dumping   Sludge dumping at Kipevu treatment plant   Immediate after payment  Sewerage department

Address

Mikindani street, off Nkrumah Road, Mombasa.

+254 41 2222700, +254726313006

info@mombasawater.co.ke

+254 041 2222728

Mon - Fri: 8:00 - 17:00

Sat: 8:00 - 12:00

Photo Gallery

Please publish modules in offcanvas position.