Customer Service Delivery Charter
Gatanga Water and Sanitation Company is committed to quality service provision at all times in the interest of all of our customers.
| Services Rendered | Customer Requirement | Charges | Timeliness |
|---|---|---|---|
| Provision of Information | Visit our offices, put a request via email | Free | Visit – 15 minutes, Email – 1 working day, Field visit less than 15 days |
| Response to Inquiries | Customer Care desk, Suggestion Boxes, E-mail, Mail, Telephone, Social Media | Free | Visit – 15 minutes, Email – 1 working day, Field visit less than 15 days |
| Resolving of Billing Related Complaints | Written or verbal evidence of complaint | Free | Within 14 days |
| New Water Connection(s) | Filled Application Form, Copy of Title Deed, ID, KRA PIN | Domestic – Ksh. 2,500 Institution – Ksh. 4,500 Commercial – Ksh. 10,000 |
Within 2 days |
| Existing Connections Separations | Filled Application Form, Copy of Title Deed, ID, PIN | Ksh. 1,000 | Within 2 days |
| Meter Testing | Request Order and Payment Receipt | Ksh. 300 | Within 7 days |
| Stolen Meter Replacement | Police Abstract, Copy of ID, Customer Contacts | Prevailing Market Price | Within 14 days |
| Sending of Bills | Provision of Contact Details, Phone Number, or Email | Free | Once per billing cycle and one reminder |
| Bills Payments | M-PESA Paybill: 700600 | As per service provider charges | Instant |
| Reconnection | Payment of outstanding debt and/or any other charge | Ksh. 500 | Within 48 hours |
| Meter Reading | Access to the premises | Free | Once per billing cycle |
| Meter Servicing | Report at any of our offices | Free | One day |
| Repair of Main Burst and Distribution Mains | Report at any of our offices | Free | Within 1 day |