KAKAMEGA COUNTY URBAN WATER AND SANITATION CORPORATION

P.O. BOX 1189-50100

KAKAMEGA
TEL:056 20 30355 Email: kacwasco@gmail.com
CUSTOMER SERVICE DELIVERY CHARTER
VISION
An effective and efficient water and sanitation service provider
MISSION
Sustainably provide quality, affordable, reliable water and sanitation
services to our stakeholders in accordance with statutory regulations
Type of Description of service Approved charges Customer’s Requirement Time Line.
service (Kshs}
New ▪Connection to Domestic((single ▪Ksh.1500 ▪Deposit fee
Connection Dwelling) ▪Photocopy of ID card.
▪Yard Tap ▪Ksh. 2,500 ▪Fill application form.
▪Water kiosk ▪Ksh. 5000 ▪Copy of Title Deed/KRA Pin Within 3 working
▪Domestic serving more than 1 unit < ▪Ksh. 10,000 ▪Landlord’s consent, days.
200m3 ▪Map of location.
▪Bars,restaurant lodgings ▪Ksh. 5000
▪Hotel A,B,C, ▪Ksh. 15,000
▪Dispensaries ▪Ksh. 10,000

▪Domestic ▪Ksh. 20,000

Construction ▪Commercial ▪Ksh. 50,000
site ▪Institutions ▪Ksh. 20,000
▪Topping of consumer deposits after ▪Ksh. 2,500
▪Disconnection
▪Survey fee
▪Ksh. 500
Disconnection ▪For non-payment of bills. ▪Free ▪Allow company staff accesses ▪14 days from the
▪On customer’s request. ▪Kshs. 500 the last
meter. bill.
▪2 working days.
Re-connection ▪Turning on supply after ▪Kshs. 500 ▪Clear outstanding bills 2 working days
disconnection for non-payment.
▪Turning on the supply after ▪Free 2 working days
disconnection request.
Meter ▪Meter reading for billing. ▪Free Monthly
Services ▪Meter reading on customer request ▪Ksh. 200
▪Meter servicing of faulty meter ▪Allow company staff access 2 working days
▪Meter testing on request ▪Free meter
▪Ksh.500
Billing ▪Bill delivery ▪Free ▪Provide physical contacts
▪SMS Billing ▪Free ▪Provide Mobile phone Monthly
number
Attending to ▪Handling customer complaints ▪Free ▪Visit our offices ▪5 Minutes
customers ▪Responding to written complaints ▪Free ▪acknowledgement
of the complaint
within 3 days
 ▪Aim to resolve the
complaint within 7
working days
Refund of ▪Termination of the contract ▪Kshs.200 ▪Fill a deposit refund form
deposits ▪Clear outstanding bill 14 working days
balances
Water Tanker 6m3 ▪ Ksh.4,000 Contact head office – ▪Immediately but if
8m3 ▪Kshs.6,000 Tel No. 0799085696 engaged within 12
10m3 ▪Ksh.7,000 hours
15m3 ▪Ksh. 8,000
18m3 ▪Ksh. 9,500

▪Overnight stay ▪Ksh. 5,000

Water Tanker delivery by wsp beyond ▪Additional Ksh.
5km from HQ 200.00 per km.

Sewerage ▪Customers on sewer line and/or on ▪75% of water ▪Be connected on company ▪Immediately but if
Services borehole consumed sewer line or have a borehole engaged within 24
▪Exhauster services ▪Charges in ▪Contact nearest Area Office hours. Functionality
accordance to of
location the sewer line will
▪Domestic Connection ▪Ksh. 5,000 be
▪Hostels/Multi -dwellings ▪Ksh. 7,500 restored within 3
▪Commercial/institutions/industries ▪Ksh. 10,000 days.
▪Unblocking ▪Ksh. 1,000.00

Exhauster ▪Services per trip ▪Kshs. 5,000 .00 Contact head office – Tel No. ▪Within 24 hours
Services within Kakamega 0799085696
additional Ksh.200
outside the county.

▪Dumping fee for private exhauster ▪Ksh. 15,000 per

Truck,addtional Ksh.
2000 outside the
county.
Laboratory ▪Facilitation fee for students ▪Standard fee ksh. ▪Book in advance.
5000 & additional ksh
150 per student.
Superseding ▪Change of account name on request ▪Deposit Kshs. 1500 ▪Clear any outstanding bill ▪Immediately
▪To terminate Kshs. balances
200
▪To open Kshs. 200
Penalties ▪Charges for illegal use of water ▪As per WASREB ▪Immediately
recommended
charges

Customer complaints/Feedback mechanisms

For any enquiries or complaints please contact:

Chief Executive Officer, Kakamega County Urban Water & Sanitation Corporation
P.O. Box 1189, 50100 Kakamega
Tel. No. 056-20- 30355, 0799085696.