Customer Complain
Customers can lodge a complaint through posts, telephone, email, or in person. A suggestion box is maintained within the entrance and the response is given in accordance to the complaint handling procedure. All the complains rare handled with the highest level of secrecy and confidence hence the customers are encouraged to identify themselves and location
We always value our consumers and hence we consider them and provide feedbacks and suggestions to complain through: Answering their phone calls and responding to their texts politely. Responding to their complains immediately Advising the consumers on the actions to be taken to reverse the wrong Directing them to the relevant office and officers Protecting the consumers’ personal information with the strictest confidence and never sharing the information out of their consent unless we are required by the law to do so.
Nyandarua water and Sanitation Company
⦁ P.O BOX 164-20300- NYAHURURU
⦁ Station: Nyahururu Headquarter
⦁ Telephone: 0704221336
⦁ Location: Nyandarua county building next to Nyahururu Posta
⦁ Email: nyandawas@gmail.com
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Records of complaints
All complaints shall be recorded for:
- Follow-up
- Use for internal performance.
- Process evaluation and monitoring.
- Measure the quality of our service
- Form the basis for revised targets for improvement and benchmarking.
Customer Services
Our aim is always to encourage consumers to pay their bills on time thus discouraging disconnections through sending reminders.
⦁ Electronic media campaigns encouraging prompt payment of bills.
⦁ Bills posted with their due date of 14 days
⦁ Carrying out physical visits to encourage customers to pay
⦁ Effective disconnection.
⦁ During disconnection if a customer produces proof of payment such as receipts, effect the re-connection of service.
⦁ First disconnection to be effected through a bead and a seal.
⦁ Failure to pay within two month, a disconnection from the main to be effected.
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 pledge to provide an accurate and timely billing process through a recognized and secure billing system that complies with the best practice bill distribution and billing principles:
⦁ Monthly meter readings
⦁ Requesting consumers to allow NYANDAWAS meter readers accessibility 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 on the last day of the month.
⦁ Making our tariffs easy to understand and providing the detail(s) needed.
Complaints on an erroneous/ abnormal bills shall be acted upon immediately upon request by the complainant. However, in special instances, the period may vary depending on the nature of investigations required, in which case, the customer will be regularly updated on the progress made.