Service Charter
Mkataba wa Huduma
Our commitment to delivering quality, reliable and customer-focused water and sanitation services.
Ahadi yetu ni kutoa huduma bora, salama na za kuaminika za maji na usafi wa mazingira kwa wakazi wote wa Kaunti ya Nyandarua.
About Our Service Charter
This Service Charter outlines the standards of service that Nyandarua Water & Sanitation Company Ltd (NYANDAWAS) is committed to providing to all customers. It explains the services we offer, the expected service delivery timelines, customer rights and responsibilities, and how you can provide feedback or lodge a complaint.
Our goal is to ensure transparency, accountability, and continuous improvement in the delivery of safe, reliable and affordable water and sanitation services.
Kuhusu Mkataba wa Huduma
Mkataba huu wa Huduma unaeleza viwango vya huduma ambavyo Kampuni ya Maji na Usafi ya Nyandarua Ltd (NYANDAWAS) imejitolea kuvitoa kwa wateja wote. Unaeleza huduma zinazotolewa, muda wa utoaji wa huduma, haki na wajibu wa mteja pamoja na namna ya kutoa maoni au kuwasilisha malalamiko.
Lengo letu ni kuhakikisha uwazi, uwajibikaji na uboreshaji endelevu wa huduma bora za maji na usafi wa mazingira kwa wakazi wa Kaunti ya Nyandarua.
Vision, Mission & Core Values
Our guiding principles.
Vision
To be the leading provider of sustainable water and sanitation services in Kenya.
Mission
To provide affordable, reliable and quality water and sanitation services through innovation, integrity and customer satisfaction.
Core Values
- Integrity
- Accountability
- Professionalism
- Innovation
- Customer Focus
- Teamwork
Customer Rights
Your rights when receiving our services.
Quality Water
Receive safe, clean and reliable water that meets national quality standards.
Fair Treatment
Be treated fairly, courteously and without discrimination.
Information
Receive accurate information regarding tariffs, services and planned interruptions.
Complaints
Submit complaints and receive timely feedback.
Customer Responsibilities
Working together for better service delivery.
Pay Bills Promptly
Pay water bills on time to avoid service interruption.
Protect Water Infrastructure
Do not damage water meters, pipelines or company assets.
Provide Access
Allow authorized NYANDAWAS staff access for meter reading and maintenance.
Report Faults
Promptly report leaks, bursts and illegal connections.
Dira, Dhamira na Maadili
Misingi inayotuongoza.
Dira
Kuwa mtoa huduma anayeongoza nchini katika utoaji endelevu wa huduma za maji na usafi wa mazingira.
Dhamira
Kutoa huduma bora, nafuu na za kuaminika kupitia ubunifu, uwajibikaji na kuridhisha wateja.
Maadili Yetu
- Uadilifu
- Uwajibikaji
- Utaalamu
- Ubunifu
- Kumjali Mteja
- Ushirikiano
Haki za Wateja
Kupata Maji Salama
Kupokea maji safi na salama yanayokidhi viwango vya ubora.
Kutendewa Haki
Kutendewa kwa heshima, usawa na bila ubaguzi.
Kupata Taarifa
Kupata taarifa sahihi kuhusu huduma na tozo.
Kuwasilisha Malalamiko
Kutoa malalamiko na kupata majibu kwa wakati.
Wajibu wa Wateja
Kulipa Ankara
Kulipa bili za maji kwa wakati unaofaa.
Kulinda Miundombinu
Kulinda mita, mabomba na mali za kampuni.
Kuruhusu Ufikiaji
Kuruhusu wafanyakazi walioidhinishwa kufanya usomaji wa mita na matengenezo.
Kutoa Taarifa
Kuripoti uvujaji, mabomba yaliyopasuka na miunganisho haramu.
Service Standards
Our commitment to timely and efficient service delivery.
| Service | Customer Requirement | Applicable Charge | Service Delivery Timeline |
|---|---|---|---|
| New Water Connection | Completed application form, National ID, KRA PIN, proof of ownership or tenancy and payment of applicable charges. | Approved Tariff | Within 14 working days after fulfilling all requirements. |
| Water Reconnection | Settlement of outstanding bills and reconnection charges. | Approved Tariff | Within 24 hours. |
| Meter Reading | Customer to provide access to the water meter. | Free | Monthly |
| Billing Enquiries | Customer account details. | Free | Within 24 hours. |
| Water Quality Complaints | Report complaint through Customer Care. | Free | Within 24 hours. |
| Burst Pipe / Leak Reporting | Provide location and contact details. | Free | Emergency response within 24 hours. |
| Meter Testing | Written request by customer. | As per approved tariff. | Within 7 working days. |
| Meter Replacement | Fault confirmation by NYANDAWAS. | According to approved tariff where applicable. | Within 7 working days. |
| Transfer of Account Ownership | Ownership documents and clearance of outstanding bills. | Free | Within 3 working days. |
| Closure of Account | Written request by customer. | Final bill payable. | Within 3 working days. |
| Illegal Connection Regularization | Customer to comply with company requirements. | As per approved tariff. | Within 14 working days. |
| General Enquiries | Visit office, call or email Customer Care. | Free | Immediate response during working hours. |
| Complaints Handling | Register complaint through official channels. | Free | Complaint acknowledged immediately and resolved within the company's service timelines. |
| Service Interruptions | Customers to report supply interruption. | Free | Updates issued as soon as practicable. |
| Customer Feedback | Suggestions, compliments or complaints. | Free | Acknowledged within one working day. |
Ahadi Zetu za Huduma
Viwango vya huduma vinavyotolewa na Kampuni ya Maji na Usafi ya Nyandarua Ltd.
| Huduma Inayotolewa | Mahitaji ya Mteja | Gharama | Muda wa Huduma |
|---|---|---|---|
| Kuunganishiwa maji mapya | Kujaza fomu ya maombi, nakala ya kitambulisho, KRA PIN, hati ya umiliki au upangaji pamoja na malipo yanayotakiwa. | Kulingana na ada zilizoidhinishwa. | Siku 5 za kazi. |
| Ukarabati wa uvujaji wa maji | Kutoa taarifa kwa kampuni. | Bure. | Saa 16 za kazi. |
| Kusoma mita | Ruhusa ya kufikia mita. | Bure. | Tarehe 1–30 kila mwezi. |
| Mswada wa maji | Hakuna. | Bure. | Siku 30. |
| Maswali kuhusu bili | Kupiga simu 0704221336. | Gharama za simu. | Mara moja. |
| Malalamiko kuhusu bili | Nambari ya akaunti, nambari ya simu na maelezo ya malalamiko. | Gharama za simu. | Mara moja. |
| Bili ya mwisho | Maombi ya kufunga akaunti pamoja na viambatisho. | Malipo ya matumizi yaliyobaki. | Siku 2 za kazi. |
| Kuunganishiwa tena baada ya kukatwa kwa kutolipa | Malipo ya bili pamoja na ada ya kuunganishwa tena. | Kulingana na viwango vilivyoidhinishwa. | Saa 16 za kazi. |
| Kuunganishiwa tena baada ya kukatwa kwa sababu nyingine | Ushirikiano wa mteja. | Kulingana na viwango vilivyoidhinishwa. | Saa 16 za kazi. |
| Kuhalalisha muunganisho haramu | Ruhusa ya ukaguzi. | Kulingana na ada zilizoidhinishwa. | Saa 16 za kazi. |
| Kubadilisha mita mbovu | Ruhusa ya ukaguzi. | Kulingana na utaratibu wa kampuni. | Saa 16 za kazi. |
| Kukata huduma kwa ombi la mteja | Maombi ya maandishi na kuthibitisha malipo ya bili. | Ada husika. | Siku 5 za kazi. |
| Huduma kwa Wateja | Kutembelea ofisi, kupiga simu au kutuma barua pepe. | Bure. | Huduma hutolewa mara moja wakati wa saa za kazi. |
| Kushughulikia Malalamiko | Kuwasilisha malalamiko kupitia njia rasmi. | Bure. | Malalamiko hupokelewa mara moja na kushughulikiwa kwa wakati. |
| Mapendekezo na Maoni | Kutuma maoni, pongezi au mapendekezo. | Bure. | Ndani ya siku moja ya kazi. |
Customer Feedback & Complaints
Your opinion helps us improve our services.
How to Submit a Complaint
- Visit any NYANDAWAS Customer Care Office.
- Call Customer Care during working hours.
- Send a WhatsApp message.
- Email the Customer Care Department.
- Submit your complaint through the website.
- Provide your account number and contact details.
Our Commitment
- We shall treat every customer with dignity and respect.
- We shall respond promptly to customer enquiries.
- We shall investigate all complaints fairly.
- We shall communicate progress until the matter is resolved.
- We shall continually improve our services.
- We shall maintain professionalism and accountability.
If You Are Not Satisfied
- Request escalation to the Customer Service Manager.
- Request written feedback on your complaint.
- Appeal unresolved issues through the Company's management.
- Regulatory complaints may be referred to WASREB where applicable.