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Oloolaiser Water and sewerage Company ltd

Contact Us On:0780310714 / 0724310714. Email:info@oloolaiserwatercompany.co.ke

New Water Application form New Tarrif Pay your Water Bill via Mpesa PayBill Number:919100
About Us

PROCEDURE FOR CUSTOMER COMPLAINTS HANDLING

Step 1:Written Complaints

For written complaints by the customer,the letter will be recieved at the reception by the secretary and registers it in the Managing Director’s office register. The Managing Director then marks the letter to the relevant Head of Department (HOD).
Customer Complaint letter then is handed to the Head of Customer Care who will then registers the complaint in the Customer Relationship Management (CRM) and produce a refence number and issue the same to the customer for future reference and compalint progress tracking .
For Telephone Calls and Walk-in Customer Complaints,the complaint is registered in the Customer Relation Management system,then a reffrence Number is then issued to the customer for future refference.This complaints should be resolved immediately.
Please Note:No Customer Complaint should remain unsolved for more that 2 days.All Customer Complaints Must be resolved and feed back given within two(2) days.

Step 2:Complaint Type,Responsible Officer and Timelines for Resolution

For No water,Low water pressure,Water-pipe Leakeges,pipe bursts and Bad Water quality Complaints should be directed to the respective Techinical Area Manager,who MUST respond and address the issue within 2 days.
For Wrong bills,undelivered bills,Wrong/No meter readings Complaints should be directed to Billing and revenue Team for immediate rectification and advice.
For faulty meter,damaged or stolen meter,delayed recconnection and unjustified disconnection complaints should be directed to the respective Commercial Team leader who Must respond and address the issues immediately.
For Bad service by staff,corruption conspiracy,staff misbehaviour and neglect of duty complaints should be directed to the Commercial Manager or to Head of Customer care for immediate action.
Please Note:No Customer Complaint should remain unsolved for more that 2 days.All Customer Complaints Must be resolved and feed back given within two(2) days.
Always Call us On:0724310714/0780310714 or send an email to customercare@oloolaiserwatercompany.co.ke.