MUWASCO: Billing Process
The Senior Revenue Officer generates the meter reading schedule and from the schedule, the zonal Revenue officers assign the different meter reading books to the respective meter readers on their devices.
After meter reading, the Revenue officer shall receive the meter reading books from the respective meter readers.
The Revenue officer shall approve the readings generated by the meter readers to facilitate meter reading verification.
The Revenue officer shall calculate and post bills for the different regions from the meter readings upon verification.
The Revenue officer shall print, send and email bills through the different communication channels.
The Senior Revenue Officer shall analyse and produce monthly billing reports for management purposes.
MUWASCO: Customer Service & Communication Principles
We have a set of an all embracing principles that underpin the delivery of our customer service to you. In providing this service Muwasco will:
We undertake to resolve all reported customer complaints and communicate to you upon resolution of the complaints. We commit to communicate all service interruption whenever they arise.
We will be open and accountable and always measure our performance and seek customer feedback. We have developed and aligned our integrated performance metrics with water services regulatory board's Key performance indicators.
We commit to establishing forums of stakeholder engagement in order to foster a coordinated and integrated approach to the delivery of our service. All feedback received will be highly regarded and will inform our strategic direction.
We will strive to continuously improve the service we provide to you. We will be innovative in designing new and progressive ways communication, meter reading, billing, disconnection and all other technical operations.
We will ensure that all service information is easily accessible in all our official channels. We shall continue enlightening our customers how to access information about our services.
We aim to provide a consistent and reliable service. Across the organization, we are committed to:
That all customers (a customer is defined as any water or sanitation service consumer who has legal connection) shall:
Pay water bills within 14 days from the day the bill was sent, failure which the account shall be liable for disconnection and will attract a penalty of Ksh. 500.
Pay a refundable water deposit of an amount dependent on the class of water supply at the rate prevailing at the time of application.
Report to the company all illegal activities affecting service delivery.
That the kiosk operators shall apply water resale rates approved by the company from time to time.
That the Managing Director shall be the final authority on the orientation of service lines from the main distribution networks.
Estimate Your Water Bill
Use our bill calculator to estimate your monthly water bill based on consumption. This tool helps you understand how different usage levels affect your bill.
This is an estimate based on current tariff rates. Your actual bill may vary.
Common Questions & Answers
Find answers to the most commonly asked questions about our services, billing, connections, and more.
To apply for a new water connection:
If you experience no water supply:
We undertake to repair major water pipes within 25 hours of reporting.
We offer multiple payment options:
If bills are not paid within 14 days from billing date:
We encourage customers to pay bills promptly to avoid disconnection.
To report water leaks or burst pipes:
Response times:
Yes, you can transfer your water account:
The process takes 3-5 working days to complete.
If you suspect your water meter is faulty:
Customers are responsible for protecting meters from damage. Willful damage attracts penalties as per the tariff.
Your water bill consists of:
Use our bill calculator above to estimate your monthly bill.
If you couldn't find the answer to your question, please contact our customer support team:
+254 701038226 (Customer Care)
+254 712292544 (Office Line)
managingdirector@muwasco.co.ke
customercare@muwasco.co.ke
Off Kangema Road, Murang'a
P.O BOX 1050-10200, Murang'a
Get all necessary forms for new connections, complaints, transfers, and more from our Media Centre.