Trans Nzoia County Water and Sanitation Company Limited (TRANSWASCO), together with area MCA Hon. Francis Daddy Were, Chief Bramwel Kitui Makokha, and Assistant Chief Werunga Otunga, earlier today convened a public sensitization meeting at Bondeni area aimed at educating residents on key water service issues and strengthening customer engagement.
The meeting provided an important platform for interaction between the company and residents, allowing customers to receive clarification on various issues related to water services, billing systems, customer support, and legal water connections.
During the session, the TRANSWASCO team sensitized residents on the company’s self-service USSD code 873055#, which enables customers to conveniently access a range of services. Through the platform, customers can check their water bills and balances, lodge complaints, access the Tambua option, provide feedback, and obtain mini-statements directly from their mobile phones.
Residents were also informed about the TRANSWASCO Maji App, which allows customers to register, monitor their accounts, and submit meter images for billing purposes. The company explained that the digital platforms are part of TRANSWASCO’s efforts to improve customer convenience, enhance communication, and strengthen service delivery through technology.
The team further addressed the issue of illegal water connections, cautioning residents against practices such as bypassing meters, fetching water without approved meters, or carrying out unauthorized installations that do not follow the proper procedures for new water connections. Residents were informed that illegal connections attract heavy penalties, with domestic consumers facing fines of Ksh. 30,000 and commercial consumers facing fines of Ksh. 100,000, in addition to possible arrest and prosecution.
Customers were also advised against using unauthorized private plumbers whenever they require assistance with water-related services. Instead, they were encouraged to use the official company communication channels to seek help or clarification from authorized TRANSWASCO officers in order to avoid fraud and ensure proper service delivery.
The sensitization meeting also emphasized the importance of allowing company field officers access to customer premises during meter reading exercises and inspections. Residents were informed that granting access helps reduce cases of estimated billing and ensures accurate billing based on actual consumption.
In addition, customers with outstanding arrears were encouraged to visit TRANSWASCO offices and discuss flexible payment arrangements through the Debt Settlement Agreement (DSA), which allows bills to be paid in installments. Residents were also advised to settle their water and sewer bills on time to avoid disconnection and service interruptions.
The TRANSWASCO team further sensitized residents on the approved water tariff currently in use since July 2024, explaining the various billing categories and applicable charges depending on the number of units consumed. Customers were also informed that meter reading is conducted from the first day to the last day of every month and that bills are issued once every month, although reminder messages may occasionally be sent.
To help reduce water losses and improve operational efficiency, residents were urged to promptly report leaks, pipe bursts, and cases of water supply interruption whenever they occur. Customers experiencing no water supply were encouraged to contact the Customer Care Office through the company’s toll-free line for assistance.
The meeting concluded with appreciation to the residents of Bondeni for attending the forum, engaging openly with the company, and providing an opportunity for TRANSWASCO to address their concerns and strengthen customer relations.
