This Service Charter aims at enlightening our customers on the company mandate, core functions, objectives, and core values. It also outlines the standards we uphold, customer obligations, and mechanisms for complaints and redress to ensure continuous improvement in service delivery.
BWASCO Water and Sewerage PLC is mandated by WASREB through the Bungoma County Government to provide cost-effective and affordable quality water and sanitation services to residents of Webuye, Bungoma, Chwele, and Kimilili.
BWASCO is committed to upholding a high level of professionalism, resolving customer issues, and delivering quality services. In case of any difficulty in obtaining services, customers are encouraged to seek assistance from the Manager in charge.
Complaints are recorded at Customer Care and Public Relations offices for prompt follow-up and service improvement.
| Service | Time Taken |
|---|---|
| Meter Test Request | 10 days |
| Reconnection | 24 hours |
| Leakages | 48 hours |
| Major Bursts | 3 days |
| New Connection | 7 working days |
| Sewer Blockage | 6 hours |
| Refund of Deposit | 14 working days |
| High Water Bills | 5 days |
Vision: To be a world class Water and Sanitation Services provider
Mission: To provide safe and clean drinking water and sanitation services using best practices for customer satisfaction.