Toll free line: 0800720882 | Head office number; 0721333320 info@bwasco.co.ke
● CUSTOMER SERVICE

Customer Service

BWASCO is committed to responsive, accessible and customer-focused water and sanitation services. We welcome your questions, feedback, complaints and suggestions as part of our continuous improvement in service delivery.

Putting Customers at the Centre

Our customer service approach is designed to make it easier for customers to access assistance, raise concerns, provide feedback and receive appropriate support regarding water and sanitation services. Customer feedback helps BWASCO identify service challenges and improve the quality and responsiveness of service delivery.

How We Can Help

Customer Service Areas

Customers can seek assistance on a range of water, sewerage, billing, metering and account-related matters.

W

Water Supply Services

Assistance relating to water supply, interruptions, leakages, bursts and other water service concerns.

M

Metering Services

Support relating to meter readings, faulty meters, meter testing, replacement and related concerns.

B

Billing & Accounts

Assistance with bills, payments, consumption concerns, account information and unposted payments.

S

Sewerage & Sanitation

Customers can report sewer blockages and other sanitation and wastewater service concerns.

C

New Connections

Guidance and assistance regarding new water connections, reconnections and related customer requirements.

F

Feedback & Complaints

Customers are encouraged to provide feedback and report concerns so that they can be recorded, followed up and used to improve service delivery.

DIGITAL CUSTOMER FEEDBACK

MajiVoice

MajiVoice provides an electronic channel through which water consumers can raise concerns and complaints about water services and provide feedback. Customers can use this channel as an additional way of communicating service concerns.

Get In Touch

Customer Support Channels

Customers can contact BWASCO through the available customer service channels for assistance and service-related concerns.

Contact BWASCO

☎
Toll-Free Customer Line 0800 720 882
✉
⌂
Address Behind Masinde Muliro University Webuye Campus, Webuye, Kenya

Visit or Contact Customer Care

1
Visit a BWASCO Office Customers may visit the relevant BWASCO office or customer care point for assistance.
2
Report a Service Problem Report matters such as leaks, bursts, sewer blockages, billing or metering concerns promptly.
3
Provide Feedback Your feedback helps BWASCO identify areas requiring improvement in customer service and service delivery.
Customer Complaints

How to Raise a Concern

BWASCO encourages customers to raise service concerns through the available customer service and feedback channels.

1

Report

Contact BWASCO through customer care, telephone, email, office channels or the available digital feedback platform.

2

Record

Provide the relevant details needed to identify and understand the service issue.

3

Follow Up

The concern can be followed up through the appropriate customer service and operational channels.

4

Resolution

BWASCO works to address service concerns within the applicable service standards and procedures.

Service Standards

Selected Customer Service Timelines

The BWASCO Service Charter provides indicative timelines for handling different customer requests and complaints.

Customer Request / Complaint Service Timeline
Meter test request 10 days
Objection to consumption 24 working hours
Termination request 2 hours
Transfer of account 24 working hours
Reconnection request 24 working hours
Refund of deposit 14 working days
High water bill 5 days
Unposted payment 24 working hours
Leakages 48 hours
Major bursts 3 days
Meter faulty 24 working hours
Meter replacement 24 working hours
New connection after required payments 7 working days
Sewer blockage 6 hours
Important: The timelines above are based on the published BWASCO Service Charter. Actual resolution may depend on the nature of the request, required verification, field conditions and other applicable procedures.
Customer Commitment

Customer Rights

BWASCO is committed to professionalism, responsive customer service and quality water and sanitation services.

✓
To receive professional and courteous customer service.
✓
To raise complaints and concerns regarding service delivery.
✓
To provide suggestions and feedback for service improvement.
✓
To seek assistance where difficulties are experienced in obtaining services.
✓
To have service concerns appropriately recorded and followed up.
✓
To access information relevant to water and sanitation services.
Working Together

Customer Responsibilities

Effective water and sanitation service delivery requires cooperation between BWASCO and its customers.

Customers are encouraged to

  • Treat BWASCO staff with courtesy and respect.
  • Pay water and sanitation bills promptly.
  • Provide information required for service delivery.
  • Report leakages, bursts and sewer blockages promptly.
  • Report suspected illegal connections or practices that may negatively affect service provision.
  • Avoid construction of permanent structures over water and sewer lines.

Help us improve service delivery

  • Keep customer account information up to date.
  • Report unusual consumption or billing concerns promptly.
  • Protect water infrastructure and report damage.
  • Provide accurate information when making service requests.
  • Use the available customer feedback channels when assistance or clarification is required.

Your Voice Matters

Your feedback helps BWASCO understand customer needs, respond to service challenges and continuously improve water and sanitation services across Bungoma County.

Submit Feedback Through MajiVoice