The WSP will provide an accurate billing system through a recognized and secure billing process that complies with the best practice billing and bill distribution principles. This will include:
- Monthly meter readings
- Requesting customers to allow WSP,s staff access to all meters at all times for the purposes of meter reading and maintenance
- Timely bill production that shall be within a 30 days billing cycle
- Bills shall be posted or delivered to customers within two days after production.
- Making our tariffs easy to understand and providing the detail(s) needed
- Working with the customer to correct any problem, and taking action for any billing problem.
- Allowing the customer to lodge any complaints regarding errors on their bills to the WSP offices within three months, after which the complaint shall not be valid.
- Complaints on erroneous bills shall be acted upon within 24 hours. However, in special instances, this period may vary depending on the nature of investigations required, in which case, the customer will be regularly updated on the progress made.
To facilitate the provision of the above services in a sustainable manner, the customer shall also be expected to do the following:
- Treat the WSP staff with courtesy
- Pay for bills invoiced promptly.
- Avail all information requested by WSP for execution of service.
- Facilitate access to meters for proper readings, maintenance and inspection of the supply line.
- Abide with the legal requirements and desist from acts of illegal usage of water.
- Raise complaints promptly and within the valid time period.
- Avoid collisions and compromises that would lead to defrauding the organization.
- Report any pipe leaks/bursts, blockages, missing manhole covers etc promptly to the WSP.
- Avoid construction of permanent structures on water service lines.
- Report to WSP all matters that they deem to have negative impact on service provision and especially any illegal practices observed in their area. WSP shall treat the reports with utmost confidence.
We value customer complaints and we consider them as feedback/suggestions for improvement. Our policy on handling customer complaints is geared towards:
- Answering all telephone calls politely
- Directing the customer to the relevant officers or office politely
- Responding to technical and non-technical complaints within 24 hours
- Advising the customer of what action we will take to right the wrong
- Advising the customer on what part he/she can play to assist in resolving the problem.
- Providing feedback to all customer queries on the issues addressed verbally or in writing
- Treating the customer’s personal information in the strictest confidence. In particular, we will not give any information supplied to us to any organization without the customer’s consent or unless we are required by the law to do so;
- Enabling customers to examine and authorize changes to all their personal information for the purposes of updating the customer database;
- Discussing details of customer service only with themselves or their authorized representative/s.
How to Lodge a Complaint
Customers are encouraged to forward complaints, suggestions and compliments to the under mentioned, either in person, by post, telephone or by e-mail. A complaints/suggestion box is at the office and receipt will be acknowledged within fifteen days. While complaints will be treated in confidence, complainants are encouraged to identify themselves to lend credence to their complaints
The General Manager or The Commercial Manager, or The Technical Manager
- P.O. Box 385-60401 – Chogoria
- Station – Murugi-Mugumango Offices
- Location – Baragu next to Murugi East Chiefs camp an Baragu Dispensary
- Telephone – 0707390624/0789912977
- E-Mail – info@.murugimugumangowaterserviceprovider.org
Records of complaints
All complaints shall be recorded at our front offices desk for prompt follow-up and shall also be used for internal performance and processes evaluation and monitoring. The complaints shall also be used for measuring the quality of our service and shall form the basis for revised targets for improvement and benchmarking.
Disconnection
Our customer policy aims at discouraging the disconnection of our services, but rather using all available means that give the customer the opportunity to pay. These include sending reminders through:
- Electronic messages encouraging prompt payment of bills
- Bills posted to be accompanied by a caution to pay
- 14 clear days is given to the customer within which he/she should have paid the bill.
- Once in a while carry out physical visits to encourage customers to pay
- Confirm that the customers have not paid before issuing the disconnection orders.
- Effect disconnection as the very last resort
- During disconnection if a customer produces proof of payment such as receipts, the WSP will effect the re-connection of service.
Re-connection
Reconnection will be carried out after:
- Full payment of the amount due
- Part payment and, signing of agreement/promissory note to pay the balance by installment.
- Payment of reconnection fee as per our tariffs
- All paid up customers will be reconnected within 24 hours.
We will make it easier for our customers to make payments by:
- Sending bills with notification indicating customer position of indebtedness
- Providing a range of payment options; which will include cash, Mpesa and cheques.
- Requesting customers to accompany payments with the latest bill to provide details of accounts.
- Giving 14 days’ notice on the monthly bill to disconnect customers who are in arrears.
- Billing on the actual consumption after cut off after which no billing will be done.
- Allowing a customer to have access to his/her detailed statement of account at all times during office hours
- WSP expects all its services to be paid for and advises both its current and potential customers to refrain from the act of:
- Consuming water illegally
- Tampering with the WSP’s water meters
- Water meter bypass
- These acts may lead to heavy fines and/or imprisonment as prescribed by the law.