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Customer

Rights of a Customer

  1. To be supplied with clean and portable water.
  2. To complain on water matters and poor services.
  3. To access relevant customer services

The Roles and Responsibilities of a Customer

The customer’s roles and responsibilities are to:

Acquire rights to water supply service:

  1. Avail all information requested by NOLWASCO for execution of service.
  2. Apply for water supply services to be provided, where available, by filling customer application
  3. Enter into contract with the company for water supply services by signing the agreement forms.
  4. Pay the required deposit and connection fees.
  5. Promptly pay for the services rendered as stipulated by the monthly bill.
  6. Demand for quality services after meeting obligation in 14.1 to 14.5 above
  7. Treat NOLWASCO staff with courtesy

    Use water appropriately and report inappropriate use
  8. Ensure safe, legal and economical usage of water (avoid wastage).
  9. Report all water related malpractices e.g. illegal connections, illegal reconnections, water misuse [irrigation], vandalism, meter theft and meter bypasses, among others, and avoid engaging in such activities individually

    Protect meters, pipes and fittings and report leakages and bursts
  10. Facilitate access to meters for proper readings, maintenance and inspection of the supply line.  Avoid construction of permanent structures on water service lines.
  11. Provide custody of meters, all pipes and fittings within their premises.
  12. Report leaks and bursts to the Company as soon as they notice them
  13. Report meter stop/defective meters to the Company as soon as they notice

    Register complaints and report all forms of misconduct
  14. Register complaints at the customer care desk within valid time period i.e. 3 months
  15. Report any misconduct of the employees of the company.
  16. Report all forms of corruption, collusion, compromises that defraud the company
  17. Report to the company all matters that they consider may have negative impact on service provision and especially any illegal practices observed in their area. NOLWASCO shall treat the reports with utmost confidence.

Customer Complaints

1. The company values customer complaints and considers them as feedback/suggestions for improvement

How to lodge a complaint

2. Customers are encouraged to forward complaints, suggestions and compliments to the office address given below, either in person, by post, telephone, or by e-mail.

     The Managing Director,

     Nol-Turesh Loitokitok Water & Sanitation Co. Ltd

     P.O Box 379 – 90132, SULTAN HAMUD

     Tel. No. 0703203514 or 0715430682

     Email address: info@nolturesh.co.ke

3. A complaints/suggestion box is maintained at the customer care office and receipt will be acknowledged within fifteen (15) days.

4. Complaints will also be reported and recorded in our registers at our water offices in Mashuru, Emali, Sultan Hamud and Kalanzoni respectively during working hours.

5. Complaints may be made from 8am to 5pm on working days at the head office or our area offices. Customers can report emergencies and pressing complaints during public holidays and weekends to area managers or any other officer.

6. While complaints will be treated with confidence, customers are encouraged to identify themselves to lend credence to their complaints.

Response to Complaints

7. When a customer raises a complaint by phone, we will answer the call politely and direct the customer to the relevant officer who will deal with the issue.

8. We will respond to technical or non-technical complaints within 24 hours.

9. Our response to the complaint may take the form of:

  • Advising the customer on what action we will take to right the wrong, and when it will be done
  • Advising the customer on what part he/she can play to assist in resolving the problem.
  • Verbal or written feedback on the issues addressed

 Uses of customer complaints

10. All complaints shall be recorded at our customer service desks at head office or field offices and used for:

  •  prompt follow-up
  • internal performance and process evaluation and monitoring
  • measuring the quality of our service, and
  • as the basis for revised targets for improvement and benchmarking

Treatment of Personal Information

1. We will treat the customer’s personal information confidentially. We will not give any information supplied to us to any individual or organization without the customer’s consent or unless we are required by the law to do so.

2. We will enable customers to examine and authorize changes to all their personal information for the purposes of updating the customer database;

3. We will discuss details of customer service only with themselves or their authorized representative/s.

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