- Tetu Aberdares Water & Sanitation Company LTD| TEAWASCO

TETU ABERDARE WATER & SANITATION COMPANY LTD


Maji ni Uhai

DISCONNECTION

HOW TEAWASCO DISCONNECTS

Our customer policy aims at discouraging the disconnection of our services, but rather using all available means that give the customer the opportunity to pay.These include sending reminders through:

• Electronic and print media campaigns encouraging prompt payment of bills

• Bills posted to be accompanied by a caution to pay

• 14 clear days is given to the customer within which he/she should have paid the bill.

• Once in a while carry out physical visits to encourage customers to pay

• Confirm that the customers have not paid before issuing the disconnection orders.

• Effect disconnection as the very last resort

• During disconnection if a customer produces proof of payment such as receipts, effect the re-connection of service.

• First disconnection to be effected through a rubber seal.

• Failure to pay within one month, a disconnection from the main to be effected

RECONNECTION

HOW TEAWASCO DOES RECONNECTION

Reconnection will be carried out after:

.

• Full payment of the amount due

• Part payment and, signing of agreement/promissory note to pay the balance by installment.

• Payment of reconnection fee as per our tariffs

• All paid up customers will be reconnected within 24 hours.

CUSTOMER COMPLIANT

We value customer complaints and consider them as feedback/suggestions for improvement. Our policy on handling customer complaint is geared towards:-

Answering all telephone calls politely

• Directing the customer to the relevant Officers or Office politely.

• Responding to technical and non Technical complaints within 24 hrs.

• Advising the customer of what action we will take to right the wrong.

• Advising customer on what part he/she can play to assist in resolving the problems.

• Providing feedback to all customer queries on the issues addressed verbally or in writing.

• Treating the customer’s personal information in strict confidence.

• Enabling customers to examine and authorize changes to all their personal information for the purposes of updating the customer database.

• Discussing details of customer service only with themselves or their authorized

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Tetu Aberdare Water & Sanitation Company P.o Box 1089 Nyeri, Kenya
www.teawasco.co.ke
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