Billing

Meter Reading and Billing

We request customers to allow the company staff access to all water meters at all times for the purposes of meter reading and maintenance
All installed and active meters will be read from 18th to 22nd of each month
Water bills will be generated/produced timely the billing cycle which runs from 24th day of the current month to the 23rd day of the following month. Where meters are not read, bills will be generated by a system average.
Bills shall be sent by short message service (sms) or posted or delivered to customers within two (2) days after production.
We will work with the customer to correct any discrepancy or problem with reading or billing.
Customers may lodge any complaints regarding errors on their bills to the NOLWASCO 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 sustain operations and continued supply of services to all customers within the area of our jurisdiction, all consumers are expected to pay for all services provided.
Illegal consumption of water, tempering with water meters or water meter bypasses are prohibited and may attract fines and legal penalties.
Our tariffs, regulated by WASREB, will be made easy to understand and details provided to customers as needed
Payments for bills should be made within two weeks of the date of posting or delivery of the bills
Payments may be made through M-Pesa, or bank deposit as follows:

M-Pesa Pay Bill No.8878100

K.C.B A/C No. 1130831515– Emali Branch

K-Rep A/C No 21070031789– Emali Branch

Post Bank A/C No.0744130011072 –Emali Branch

The policy of the company aims at ensuring continuous service to our customers, and for this reason, we use all available means to give the customer the opportunity to pay for services. The company therefore discourages disconnection.
But where a customer account has been confirmed as being in default, has arrears unpaid after due date of payment, and has not made arrangements to clear the arrears, the company will disconnect the service as the last resort
Customers who are in arrears will be given 14 days’ notice of disconnection. The notice will be on the monthly bill.
A customer who needs to confirm his/her bill will be allowed to have access to his/her statement of account at all times during office hours
Disconnections will be made from 7^th day of every month
If a customer provides proof of payment, such as a receipt, at the time of disconnection, the customer will be reconnected immediately without charge.
The first disconnection will be effected through a rubber seal.
Where a disconnected customer fails to pay within one month, a disconnection from the main will be effected.

After a customer has paid the required connection fee, as specified in the company tariff, and
made full payment of amount due, or
when a customer has made part payment and signed an agreement to pay the balance by specified instalment.

2. After making the required payments, or part payment and commitment to pay by instalments, reconnection of water will be made within 24 hours.