Our customer policy aims at discouraging the disconnection of our services, but rather using all available means that give the customer the opportunity to pay. These include sending reminders through:

Electronic and print media campaigns encouraging prompt payment of bills

Bills posted to be accompanied by a caution to pay

14 clear days is given to the customer within which he/she should have paid the bill.

Once in a while carry out physical visits to encourage customers to pay

Confirm that the customers have not paid before issuing the disconnection orders.

Effect disconnection as the very last resort

During disconnection if a customer produces proof of payment such as receipts, effect the re-connection of service.

Failure to pay within one month, a disconnection from the main to be effected.

Reconnection will be carried out after:

Full payment of the amount due

Part payment and, signing of agreement/promissory note to pay the balance by installment.

Payment of reconnection fee as per our tariffs

All paid up customers will be reconnected within 24 hours.

Contact & Support


  • Address: Kwale Water & Sewerage Company
  • Email : info@kwalewater.co.ke
  • Phone:+254(041) 2014155
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