Trans Nzoia County Water and Sanitation Company Limited (TRANSWASCO) successfully conducted a Customer Care Clinic session at Kipsaina Market, marking the company’s first engagement forum in the area aimed at strengthening customer relations and enhancing public awareness on water and sanitation services.
The session provided an important opportunity for TRANSWASCO to interact with both existing and potential customers, enabling residents to receive firsthand information about the company’s operations, products, and services. The engagement was highly interactive and gave customers a platform to ask questions, seek clarification, and raise concerns regarding water service delivery within the area.
During the sensitization session, the TRANSWASCO team educated residents on the applicable water tariffs and billing structure. Customers were informed that domestic consumers are charged as low as Ksh 100 for every 1,000 litres of water consumed, alongside other applicable service charges. The team also explained additional charges such as reconnection fees of Ksh 1,000 and temporary disconnection fees of Ksh 200.
Residents were further sensitized on the procedures and requirements for obtaining new water connections. The company explained that new connection applications include a deposit fee of Ksh 2,500 and a connection fee of Ksh 2,500. Customers were encouraged to follow the correct procedures when applying for new connections to ensure safe, legal, and efficient service installation.
The TRANSWASCO team also addressed the issue of illegal water connections, warning residents against unauthorized activities such as bypassing meters or using unapproved methods to access water services. Customers were informed that illegal water connections attract strict penalties, with domestic offenders facing fines of Ksh 30,000 and commercial offenders facing fines of Ksh 100,000. Residents were strongly advised against using private plumbers and encouraged to seek assistance directly from authorized company personnel.
To strengthen communication and customer support, the company shared official communication channels including the toll-free customer care line and official social media platforms where customers can make inquiries, report complaints, and access important information regarding services.
The Customer Care Clinic was described as fruitful and productive, with residents actively participating in discussions and engaging with the TRANSWASCO team. Customers were encouraged to share the information received with other community members and act as ambassadors in promoting responsible water use and proper service procedures within the community.
The initiative forms part of TRANSWASCO’s continued commitment to customer engagement, public sensitization, and improved service delivery across Trans Nzoia County.
