CITIZEN SERVICE DELIVERY CHARTER
Othaya Mukurweini water services is committed to treat all customers with respect and courtesy, Offer professional and effective services, Welcome constructive suggestions or improvements and inform about our products and services, and communicate any changes promptly.

No Service Rendered Client Requirements User Charges (Ksh) Timelines
1 Getting Connected to the Water Supply(domestic) Payment of new connection fees and providing the required fittings guided by our technicians 4000 5 days
2 installation of the water meter

Protect the meter against theft or damage after installation

Free 1 day
3 Extension of water supply Co-operation for lee ways and application of new connections Free
4 Disconnection Ensure timely payments to avoid disconnection Free 14 days
5 Reconnection Full payment of outstanding balances and reconnection fees penalty 500 1 day
6 Disconnection (Owners request) To request for disconnection in writing 200 1 day
7 Reconnection (Owners request) To request for reconnection 200 1 day
8 Interruption to water supply for normal planned activities Co-operation Free 1 day
9 Maintenance of Main Pipes and Distribution Report promptly any pipe leaks/bursts/blockages, missing manhole covers Free 6 hours
10 Maintenance of Service lines Report promptly any pipe leaks/bursts/blockages, missing manhole covers Free 3 hours
11 Resolve complaints Report all forms of complains to the office Free 24 hours
12 Reading of water meter on monthly basis Facilitate access to meters for readings, inspection or maintenance Free Monthly


“Commitment to courtesy and excellence in service delivery”

Any service that does not conform to the above standards or any officer who does not live up to the commitment to courtesy and excellence in service delivery should be reported to:

The Managing Director

Othaya and Mukurweini Water Services Company P.O Box 482 -10106, Othaya Tel...


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