Download and fill Customer Complaints Query forms, Nairobi City Water & Sewerage Company

*Queries include: billing; meter; water accounts; and any other queries.

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9 thoughts on “Download and fill Customer Complaints Query forms, Nairobi City Water & Sewerage Company

  1. Thank you for your support Jared. Its true the meter reading personnel have their own agenda and they never come to read the meter in the afternoon, do they work half day.
    that bill was of Nov I officially filed a complaint on 9th DEC 2010 at the mall, by 10th Jan nothing was done, I decided to go to Karen myself on 13th Jan, I found the personnel very rude and ignorant without listening to my complain they adamantly told me I have to pay that bill since I have used the water or go back to the mall who sent me(or they wanted (kk) am not sure) when I demanded to see their boss and made so much noise thats when one lady said I leave my complain and she will look into it within 14days, I requested her at last listen to what I have to say, she refused to listen saying I come their my mind made up of demanding an adjustment, so I left my complaint + a letter.(that lady didn’t do anything I’ think she just threw the complain in the bin after I walked out) I was very frustrated that’s when I posted the above note. after that I went back to the mall on 7th Feb and I met this person called Gatama, Hats off to him a very down to earth gentlemen no attitude, filed another complaint. On 23rd Feb I was disconnected I still refused to pay and filed another complain, I was connected but the bill still not adjusted. I got so annoyed I threatened to go and see the regional manager if this bill is not sorted, at last they did distribute my bill from July 2009 up-to Nov 2010 last week and now I have an overpayment of Kshs 2000/=

  2. Dear NCWSC MD,
    Can you please answer the question to Raima above.
    The 10 units you charge for every meter unread and which is never updated on customers’ data go to who?
    Most of these meters are not read because your staff choose to do their own errands and not because the meters are not accessible. Please stop fleecing customers and start updating the units in the record or alternatively use the previous month’s consumption when billing such customers.
    Kenya Power does this and i believe a rational organization serving the common wananchi should do the same.

  3. A neighbour drains her kitchen waste into our driveway. The waste water passage has caused the neighbours’ discomfort and dug a dangerous trench across the old Waiyaki Way Westlands, a few meters past Mvuli road towards Church road. Please use the city bylaws to stop the menace. It is worse than smoking in public place.

  4. the water company is at its best fleecing customers of their heard earned money again.for like twenty months they ignore the reading i submitted then suddenly one day they woke up and sent me a bill of ksh 21600.00 and when i complained why they have charged me for all the units again (10 units minimum charged on every bill) ooh thats our minimum that does not mean that we have charged, the meter reading has not changed.
    can some one tell me when they charge the minimum of 10 units what it means, is it a monthly access fee , a standing charge or a reap off and of course meter rent is also charged

  5. And by the way, do u pay sh.29,000 for 574 units for residential metered water? U scare me

    • Why do take too long to fix water leakages like the one on the Ruai By pass it has been leaking for the last 3 months please do something. the first turn to the right as you go to Ruiru after branching from Kangundo road ( Near the power transformer)

      • the water company is at its best fleecing customers of their heard earned money again.for like twenty months they ignore the reading i submitted then suddenly one day they woke up and sent me a bill of ksh 21600.00 and when i complained why they have charged me for all the units again (10 units minimum charged on every bill) ooh thats our minimum that does not mean that we have charged, the meter reading has not changed.
        can some one tell me when they charge the minimum of 10 units what it means, is it a monthly access fee , a standing charge or a reap off and of course meter rent is also charged

    • hi can you enlighten me on how you sorted that bill, cos i have received a similar bill and the water company personnel are adamant that i have to pay the whole amount. pls advice

  6. Hi, first of all I would like to thank you for the good services and commodities you are offering us. Secondly I would like to know why your officers don’t take readings of our meters monthly. Also why do we some times get very high bills.

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