{"id":1542,"date":"2026-09-02T12:07:40","date_gmt":"2026-09-02T12:07:40","guid":{"rendered":"http:\/\/185.113.249.20\/bwasco\/?page_id=1542"},"modified":"2026-09-07T13:54:37","modified_gmt":"2026-09-07T13:54:37","slug":"customer-service","status":"publish","type":"page","link":"http:\/\/185.113.249.20\/bwasco\/index.php\/customer-service\/","title":{"rendered":"Customer Service"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"1542\" class=\"elementor elementor-1542\">\n\t\t\t\t<div class=\"elementor-element elementor-element-60d5d4b e-flex e-con-boxed e-con e-parent\" data-id=\"60d5d4b\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3bcebb4 elementor-widget elementor-widget-html\" data-id=\"3bcebb4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t\t<!-- =========================================================\n     BWASCO CUSTOMER SERVICE PAGE\n     Elementor HTML Widget - Standalone\n     ========================================================= -->\n\n<style>\n\/* ================================\n   BWASCO CUSTOMER SERVICE\n   ================================ *\/\n\n.bwasco-customer-page {\n    --bwasco-blue: #0066b3;\n    --bwasco-dark: #063b66;\n    --bwasco-light: #eef7fc;\n    --bwasco-accent: #12a8e0;\n    --bwasco-text: #263746;\n    --bwasco-muted: #66788a;\n    --bwasco-border: #dce8f0;\n    --bwasco-white: #ffffff;\n\n    font-family: Arial, Helvetica, sans-serif;\n    color: var(--bwasco-text);\n    line-height: 1.7;\n    max-width: 1200px;\n    margin: 0 auto;\n    padding: 0;\n    box-sizing: border-box;\n}\n\n.bwasco-customer-page *,\n.bwasco-customer-page *::before,\n.bwasco-customer-page *::after {\n    box-sizing: border-box;\n}\n\n\/* ================================\n   HERO\n   ================================ *\/\n\n.bwasco-customer-hero {\n    position: relative;\n    overflow: hidden;\n    background:\n        linear-gradient(135deg, rgba(3,58,101,0.97), rgba(0,102,179,0.93)),\n        linear-gradient(45deg, #0066b3, #063b66);\n    border-radius: 24px;\n    padding: 70px 55px;\n    margin-bottom: 45px;\n    color: #fff;\n}\n\n.bwasco-customer-hero::before {\n    content: \"\";\n    position: absolute;\n    width: 320px;\n    height: 320px;\n    border: 1px solid rgba(255,255,255,0.12);\n    border-radius: 50%;\n    right: -90px;\n    top: -110px;\n}\n\n.bwasco-customer-hero::after {\n    content: \"\";\n    position: absolute;\n    width: 230px;\n    height: 230px;\n    border: 1px solid rgba(255,255,255,0.10);\n    border-radius: 50%;\n    right: 50px;\n    bottom: -150px;\n}\n\n.bwasco-customer-hero-content {\n    position: relative;\n    z-index: 2;\n    max-width: 820px;\n}\n\n.bwasco-customer-badge {\n    display: inline-flex;\n    align-items: center;\n    gap: 8px;\n    padding: 8px 15px;\n    background: rgba(255,255,255,0.13);\n    border: 1px solid rgba(255,255,255,0.22);\n    border-radius: 50px;\n    font-size: 13px;\n    font-weight: 700;\n    letter-spacing: 0.4px;\n    margin-bottom: 20px;\n}\n\n.bwasco-customer-hero h1 {\n    margin: 0 0 18px;\n    color: #fff;\n    font-size: 46px;\n    line-height: 1.15;\n    font-weight: 800;\n}\n\n.bwasco-customer-hero p {\n    margin: 0;\n    color: rgba(255,255,255,0.90);\n    font-size: 18px;\n    max-width: 760px;\n}\n\n\/* ================================\n   INTRO\n   ================================ *\/\n\n.bwasco-customer-intro {\n    background: var(--bwasco-light);\n    border: 1px solid #d9edf8;\n    border-radius: 20px;\n    padding: 35px;\n    margin-bottom: 45px;\n}\n\n.bwasco-customer-intro h2 {\n    margin: 0 0 12px;\n    color: var(--bwasco-dark);\n    font-size: 28px;\n}\n\n.bwasco-customer-intro p {\n    margin: 0;\n    font-size: 16px;\n}\n\n\/* ================================\n   SECTION HEADER\n   ================================ *\/\n\n.bwasco-customer-section-header {\n    text-align: center;\n    max-width: 760px;\n    margin: 0 auto 30px;\n}\n\n.bwasco-customer-section-header .eyebrow {\n    color: var(--bwasco-blue);\n    text-transform: uppercase;\n    font-size: 12px;\n    font-weight: 800;\n    letter-spacing: 1.3px;\n    margin-bottom: 8px;\n}\n\n.bwasco-customer-section-header h2 {\n    color: var(--bwasco-dark);\n    font-size: 32px;\n    line-height: 1.25;\n    margin: 0 0 12px;\n}\n\n.bwasco-customer-section-header p {\n    color: var(--bwasco-muted);\n    margin: 0;\n}\n\n\/* ================================\n   SERVICE CARDS\n   ================================ *\/\n\n.bwasco-customer-services {\n    display: grid;\n    grid-template-columns: repeat(3, 1fr);\n    gap: 22px;\n    margin-bottom: 55px;\n}\n\n.bwasco-customer-service-card {\n    background: #fff;\n    border: 1px solid var(--bwasco-border);\n    border-radius: 18px;\n    padding: 28px;\n    transition: transform 0.25s ease, box-shadow 0.25s ease;\n}\n\n.bwasco-customer-service-card:hover {\n    transform: translateY(-4px);\n    box-shadow: 0 12px 30px rgba(0,70,120,0.10);\n}\n\n.bwasco-customer-icon {\n    width: 52px;\n    height: 52px;\n    display: flex;\n    align-items: center;\n    justify-content: center;\n    background: var(--bwasco-light);\n    color: var(--bwasco-blue);\n    border-radius: 14px;\n    font-size: 24px;\n    font-weight: 800;\n    margin-bottom: 18px;\n}\n\n.bwasco-customer-service-card h3 {\n    margin: 0 0 10px;\n    color: var(--bwasco-dark);\n    font-size: 20px;\n}\n\n.bwasco-customer-service-card p {\n    margin: 0;\n    color: var(--bwasco-muted);\n    font-size: 15px;\n}\n\n\/* ================================\n   MAJIVOICE\n   ================================ *\/\n\n.bwasco-majivoice-section {\n    margin: 20px 0 60px;\n}\n\n.bwasco-majivoice-card {\n    position: relative;\n    overflow: hidden;\n    background: linear-gradient(135deg, #063b66, #0078bd);\n    color: #fff;\n    border-radius: 24px;\n    padding: 42px;\n}\n\n.bwasco-majivoice-card::before {\n    content: \"\";\n    position: absolute;\n    width: 260px;\n    height: 260px;\n    border: 1px solid rgba(255,255,255,0.12);\n    border-radius: 50%;\n    right: -70px;\n    top: -100px;\n}\n\n.bwasco-majivoice-content {\n    position: relative;\n    z-index: 2;\n    display: grid;\n    grid-template-columns: 1fr auto;\n    align-items: center;\n    gap: 35px;\n}\n\n.bwasco-majivoice-label {\n    display: inline-block;\n    padding: 7px 13px;\n    border-radius: 50px;\n    background: rgba(255,255,255,0.13);\n    border: 1px solid rgba(255,255,255,0.20);\n    font-size: 12px;\n    font-weight: 700;\n    margin-bottom: 15px;\n}\n\n.bwasco-majivoice-card h2 {\n    color: #fff;\n    font-size: 32px;\n    margin: 0 0 12px;\n}\n\n.bwasco-majivoice-card p {\n    color: rgba(255,255,255,0.90);\n    margin: 0;\n    max-width: 720px;\n    font-size: 16px;\n}\n\n.bwasco-majivoice-button {\n    display: inline-flex;\n    align-items: center;\n    justify-content: center;\n    padding: 14px 24px;\n    background: #fff;\n    color: var(--bwasco-dark) !important;\n    text-decoration: none !important;\n    border-radius: 10px;\n    font-size: 14px;\n    font-weight: 800;\n    white-space: nowrap;\n    transition: all 0.25s ease;\n}\n\n.bwasco-majivoice-button:hover {\n    background: #eef8ff;\n    transform: translateY(-2px);\n}\n\n\/* ================================\n   CONTACT OPTIONS\n   ================================ *\/\n\n.bwasco-contact-grid {\n    display: grid;\n    grid-template-columns: 1fr 1fr;\n    gap: 25px;\n    margin-bottom: 55px;\n}\n\n.bwasco-contact-card {\n    border: 1px solid var(--bwasco-border);\n    border-radius: 20px;\n    padding: 30px;\n    background: #0071be;\n}\n\n.bwasco-contact-card h3 {\n    margin: 0 0 18px;\n    color: var(--bwasco-dark);\n    font-size: 22px;\n}\n\n.bwasco-contact-item {\n    display: flex;\n    gap: 15px;\n    padding: 14px 0;\n    border-bottom: 1px solid #edf2f5;\n}\n\n.bwasco-contact-item:last-child {\n    border-bottom: none;\n}\n\n.bwasco-contact-symbol {\n    min-width: 42px;\n    height: 42px;\n    border-radius: 10px;\n    background: var(--bwasco-light);\n    color: var(--bwasco-blue);\n    display: flex;\n    align-items: center;\n    justify-content: center;\n    font-weight: 800;\n}\n\n.bwasco-contact-item strong {\n    display: block;\n    color: var(--bwasco-dark);\n    font-size: 14px;\n    margin-bottom: 2px;\n}\n\n.bwasco-contact-item span {\n    color: var(--bwasco-muted);\n    font-size: 14px;\n}\n\n.bwasco-contact-item a {\n    color: var(--bwasco-blue);\n    text-decoration: none;\n    font-weight: 700;\n}\n\n\/* ================================\n   COMPLAINT PROCESS\n   ================================ *\/\n\n.bwasco-process {\n    margin-bottom: 55px;\n}\n\n.bwasco-process-grid {\n    display: grid;\n    grid-template-columns: repeat(4, 1fr);\n    gap: 18px;\n}\n\n.bwasco-process-step {\n    position: relative;\n    border: 1px solid var(--bwasco-border);\n    background: #fff;\n    border-radius: 18px;\n    padding: 25px 20px;\n}\n\n.bwasco-process-number {\n    width: 40px;\n    height: 40px;\n    display: flex;\n    align-items: center;\n    justify-content: center;\n    background: var(--bwasco-blue);\n    color: #fff;\n    border-radius: 50%;\n    font-weight: 800;\n    margin-bottom: 16px;\n}\n\n.bwasco-process-step h3 {\n    margin: 0 0 8px;\n    color: var(--bwasco-dark);\n    font-size: 18px;\n}\n\n.bwasco-process-step p {\n    margin: 0;\n    color: var(--bwasco-muted);\n    font-size: 14px;\n}\n\n\/* ================================\n   SERVICE STANDARDS\n   ================================ *\/\n\n.bwasco-standards {\n    margin-bottom: 55px;\n}\n\n.bwasco-table-wrap {\n    overflow-x: auto;\n    border: 1px solid var(--bwasco-border);\n    border-radius: 18px;\n    background: #fff;\n}\n\n.bwasco-standards-table {\n    width: 100%;\n    border-collapse: collapse;\n    min-width: 650px;\n}\n\n.bwasco-standards-table th {\n    background: var(--bwasco-dark);\n    color: #fff;\n    text-align: left;\n    padding: 16px 18px;\n    font-size: 14px;\n}\n\n.bwasco-standards-table td {\n    padding: 15px 18px;\n    border-bottom: 1px solid #e8eef2;\n    font-size: 14px;\n    color: var(--bwasco-text);\n}\n\n.bwasco-standards-table tr:last-child td {\n    border-bottom: none;\n}\n\n.bwasco-standards-table tr:nth-child(even) td {\n    background: #f8fbfd;\n}\n\n.bwasco-time {\n    font-weight: 800;\n    color: var(--bwasco-blue);\n}\n\n\/* ================================\n   CUSTOMER RIGHTS\n   ================================ *\/\n\n.bwasco-rights {\n    background: var(--bwasco-light);\n    border-radius: 22px;\n    padding: 38px;\n    margin-bottom: 50px;\n}\n\n.bwasco-rights-grid {\n    display: grid;\n    grid-template-columns: repeat(2, 1fr);\n    gap: 16px 30px;\n}\n\n.bwasco-right {\n    display: flex;\n    align-items: flex-start;\n    gap: 12px;\n}\n\n.bwasco-check {\n    flex: 0 0 24px;\n    width: 24px;\n    height: 24px;\n    border-radius: 50%;\n    background: var(--bwasco-blue);\n    color: #fff;\n    display: flex;\n    align-items: center;\n    justify-content: center;\n    font-size: 12px;\n    font-weight: 800;\n    margin-top: 3px;\n}\n\n.bwasco-right span {\n    color: var(--bwasco-text);\n    font-size: 15px;\n}\n\n\/* ================================\n   CUSTOMER RESPONSIBILITIES\n   ================================ *\/\n\n.bwasco-responsibilities {\n    display: grid;\n    grid-template-columns: 1fr 1fr;\n    gap: 25px;\n    margin-bottom: 55px;\n}\n\n.bwasco-responsibility-card {\n    padding: 30px;\n    border: 1px solid var(--bwasco-border);\n    border-radius: 20px;\n    background: #fff;\n}\n\n.bwasco-responsibility-card h3 {\n    margin: 0 0 15px;\n    color: var(--bwasco-dark);\n    font-size: 21px;\n}\n\n.bwasco-responsibility-card ul {\n    margin: 0;\n    padding-left: 20px;\n}\n\n.bwasco-responsibility-card li {\n    margin-bottom: 9px;\n    color: var(--bwasco-muted);\n    font-size: 14px;\n}\n\n\/* ================================\n   CTA\n   ================================ *\/\n\n.bwasco-customer-cta {\n    text-align: center;\n    background: linear-gradient(135deg, #edf8fd, #f7fbfd);\n    border: 1px solid #d9edf7;\n    border-radius: 22px;\n    padding: 45px 30px;\n    margin-bottom: 20px;\n}\n\n.bwasco-customer-cta h2 {\n    margin: 0 0 10px;\n    color: var(--bwasco-dark);\n    font-size: 30px;\n}\n\n.bwasco-customer-cta p {\n    max-width: 700px;\n    margin: 0 auto 22px;\n    color: var(--bwasco-muted);\n}\n\n.bwasco-primary-button {\n    display: inline-flex;\n    align-items: center;\n    justify-content: center;\n    padding: 14px 24px;\n    background: var(--bwasco-blue);\n    color: #fff !important;\n    text-decoration: none !important;\n    border-radius: 10px;\n    font-weight: 800;\n    font-size: 14px;\n    transition: all 0.25s ease;\n}\n\n.bwasco-primary-button:hover {\n    background: var(--bwasco-dark);\n    transform: translateY(-2px);\n}\n\n\/* ================================\n   NOTE\n   ================================ *\/\n\n.bwasco-customer-note {\n    margin-top: 20px;\n    padding: 18px 20px;\n    background: #fff8e8;\n    border: 1px solid #f3dfad;\n    border-radius: 12px;\n    color: #665323;\n    font-size: 13px;\n}\n\n\/* ================================\n   RESPONSIVE\n   ================================ *\/\n\n@media (max-width: 900px) {\n\n    .bwasco-customer-hero {\n        padding: 55px 35px;\n    }\n\n    .bwasco-customer-hero h1 {\n        font-size: 38px;\n    }\n\n    .bwasco-customer-services {\n        grid-template-columns: repeat(2, 1fr);\n    }\n\n    .bwasco-process-grid {\n        grid-template-columns: repeat(2, 1fr);\n    }\n\n    .bwasco-majivoice-content {\n        grid-template-columns: 1fr;\n    }\n\n    .bwasco-majivoice-button {\n        width: fit-content;\n    }\n}\n\n@media (max-width: 650px) {\n\n    .bwasco-customer-page {\n        padding: 0 12px;\n    }\n\n    .bwasco-customer-hero {\n        padding: 42px 25px;\n        border-radius: 18px;\n        margin-bottom: 30px;\n    }\n\n    .bwasco-customer-hero h1 {\n        font-size: 32px;\n    }\n\n    .bwasco-customer-hero p {\n        font-size: 16px;\n    }\n\n    .bwasco-customer-intro,\n    .bwasco-rights,\n    .bwasco-majivoice-card {\n        padding: 28px 22px;\n    }\n\n    .bwasco-customer-services,\n    .bwasco-contact-grid,\n    .bwasco-process-grid,\n    .bwasco-rights-grid,\n    .bwasco-responsibilities {\n        grid-template-columns: 1fr;\n    }\n\n    .bwasco-customer-section-header h2 {\n        font-size: 27px;\n    }\n\n    .bwasco-majivoice-card h2 {\n        font-size: 27px;\n    }\n\n    .bwasco-majivoice-button {\n        width: 100%;\n    }\n\n    .bwasco-customer-cta {\n        padding: 35px 22px;\n    }\n}\n<\/style>\n\n\n<div class=\"bwasco-customer-page\">\n\n    <!-- =========================\n         HERO\n         ========================= -->\n\n    <section class=\"bwasco-customer-hero\">\n\n        <div class=\"bwasco-customer-hero-content\">\n\n            <div class=\"bwasco-customer-badge\">\n                <span>\u25cf<\/span>\n                CUSTOMER SERVICE\n            <\/div>\n\n            <h1>Customer Service<\/h1>\n\n            <p>\n                BWASCO is committed to responsive, accessible and customer-focused\n                water and sanitation services. We welcome your questions, feedback,\n                complaints and suggestions as part of our continuous improvement\n                in service delivery.\n            <\/p>\n\n        <\/div>\n\n    <\/section>\n\n\n    <!-- =========================\n         INTRODUCTION\n         ========================= -->\n\n    <section class=\"bwasco-customer-intro\">\n\n        <h2>Putting Customers at the Centre<\/h2>\n\n        <p>\n            Our customer service approach is designed to make it easier for customers\n            to access assistance, raise concerns, provide feedback and receive\n            appropriate support regarding water and sanitation services.\n            Customer feedback helps BWASCO identify service challenges and improve\n            the quality and responsiveness of service delivery.\n        <\/p>\n\n    <\/section>\n\n\n    <!-- =========================\n         CUSTOMER SERVICES\n         ========================= -->\n\n    <section>\n\n        <div class=\"bwasco-customer-section-header\">\n\n            <div class=\"eyebrow\">How We Can Help<\/div>\n\n            <h2>Customer Service Areas<\/h2>\n\n            <p>\n                Customers can seek assistance on a range of water, sewerage,\n                billing, metering and account-related matters.\n            <\/p>\n\n        <\/div>\n\n\n        <div class=\"bwasco-customer-services\">\n\n            <div class=\"bwasco-customer-service-card\">\n\n                <div class=\"bwasco-customer-icon\">W<\/div>\n\n                <h3>Water Supply Services<\/h3>\n\n                <p>\n                    Assistance relating to water supply, interruptions,\n                    leakages, bursts and other water service concerns.\n                <\/p>\n\n            <\/div>\n\n\n            <div class=\"bwasco-customer-service-card\">\n\n                <div class=\"bwasco-customer-icon\">M<\/div>\n\n                <h3>Metering Services<\/h3>\n\n                <p>\n                    Support relating to meter readings, faulty meters,\n                    meter testing, replacement and related concerns.\n                <\/p>\n\n            <\/div>\n\n\n            <div class=\"bwasco-customer-service-card\">\n\n                <div class=\"bwasco-customer-icon\">B<\/div>\n\n                <h3>Billing & Accounts<\/h3>\n\n                <p>\n                    Assistance with bills, payments, consumption concerns,\n                    account information and unposted payments.\n                <\/p>\n\n            <\/div>\n\n\n            <div class=\"bwasco-customer-service-card\">\n\n                <div class=\"bwasco-customer-icon\">S<\/div>\n\n                <h3>Sewerage & Sanitation<\/h3>\n\n                <p>\n                    Customers can report sewer blockages and other sanitation\n                    and wastewater service concerns.\n                <\/p>\n\n            <\/div>\n\n\n            <div class=\"bwasco-customer-service-card\">\n\n                <div class=\"bwasco-customer-icon\">C<\/div>\n\n                <h3>New Connections<\/h3>\n\n                <p>\n                    Guidance and assistance regarding new water connections,\n                    reconnections and related customer requirements.\n                <\/p>\n\n            <\/div>\n\n\n            <div class=\"bwasco-customer-service-card\">\n\n                <div class=\"bwasco-customer-icon\">F<\/div>\n\n                <h3>Feedback & Complaints<\/h3>\n\n                <p>\n                    Customers are encouraged to provide feedback and report\n                    concerns so that they can be recorded, followed up and\n                    used to improve service delivery.\n                <\/p>\n\n            <\/div>\n\n        <\/div>\n\n    <\/section>\n\n\n    <!-- =========================\n         MAJIVOICE\n         ========================= -->\n\n    <section class=\"bwasco-majivoice-section\">\n\n        <div class=\"bwasco-majivoice-card\">\n\n            <div class=\"bwasco-majivoice-content\">\n\n                <div>\n\n                    <div class=\"bwasco-majivoice-label\">\n                        DIGITAL CUSTOMER FEEDBACK\n                    <\/div>\n\n                    <h2>MajiVoice<\/h2>\n\n                    <p>\n                        MajiVoice provides an electronic channel through which\n                        water consumers can raise concerns and complaints about\n                        water services and provide feedback. Customers can use\n                        this channel as an additional way of communicating\n                        service concerns.\n                    <\/p>\n\n                <\/div>\n\n                <div>\n\n                    <a\n                        href=\"https:\/\/civictech.africa\/initiative\/maji-voice\/\"\n                        target=\"_blank\"\n                        rel=\"noopener noreferrer\"\n                        class=\"bwasco-majivoice-button\"\n                    >\n                        Access MajiVoice\n                    <\/a>\n\n                <\/div>\n\n            <\/div>\n\n        <\/div>\n\n    <\/section>\n\n\n    <!-- =========================\n         CONTACT OPTIONS\n         ========================= -->\n\n    <section>\n\n        <div class=\"bwasco-customer-section-header\">\n\n            <div class=\"eyebrow\">Get In Touch<\/div>\n\n            <h2>Customer Support Channels<\/h2>\n\n            <p>\n                Customers can contact BWASCO through the available customer\n                service channels for assistance and service-related concerns.\n            <\/p>\n\n        <\/div>\n\n\n        <div class=\"bwasco-contact-grid\">\n\n            <!-- PHONE -->\n\n            <div class=\"bwasco-contact-card\">\n\n                <h3>Contact BWASCO<\/h3>\n\n                <div class=\"bwasco-contact-item\">\n\n                    <div class=\"bwasco-contact-symbol\">\u260e<\/div>\n\n                    <div>\n\n                        <strong>Toll-Free Customer Line<\/strong>\n\n                        <span>\n                            <a href=\"tel:0800720882\">\n                                0800 720 882\n                            <\/a>\n                        <\/span>\n\n                    <\/div>\n\n                <\/div>\n\n\n                <div class=\"bwasco-contact-item\">\n\n                    <div class=\"bwasco-contact-symbol\">\u2709<\/div>\n\n                    <div>\n\n                        <strong>Email<\/strong>\n\n                        <span>\n                            <a href=\"mailto:in**@*******co.ke\" data-original-string=\"Jg23WMxXDqJwXSvrucl8pg==0dctXFsTpev5GhJcRg7gWNjIbA7tPGX7UFVPHq7qDyvk6E=\" title=\"This contact has been encoded by Anti-Spam by CleanTalk. Click to decode. To finish the decoding make sure that JavaScript is enabled in your browser.\">\n                                <span \n                data-original-string='3Q92jWbFHUJI1CPrv0zV4Q==0dcwS7YiidL88WP4rLMqV3MmYvN6ZQ1bPDdUEPMF6uRcNU='\n                class='apbct-email-encoder'\n                title='This contact has been encoded by Anti-Spam by CleanTalk. Click to decode. To finish the decoding make sure that JavaScript is enabled in your browser.'>in<span class=\"apbct-blur\">**<\/span>@<span class=\"apbct-blur\">*******<\/span>co.ke<\/span>\n                            <\/a>\n                        <\/span>\n\n                    <\/div>\n\n                <\/div>\n\n\n                <div class=\"bwasco-contact-item\">\n\n                    <div class=\"bwasco-contact-symbol\">\u2302<\/div>\n\n                    <div>\n\n                        <strong>Address<\/strong>\n\n                        <span>\n                            Behind Masinde Muliro University\nWebuye Campus, Webuye, Kenya\n                        <\/span>\n\n                    <\/div>\n\n                <\/div>\n\n            <\/div>\n\n\n            <!-- VISIT -->\n\n            <div class=\"bwasco-contact-card\">\n\n                <h3>Visit or Contact Customer Care<\/h3>\n\n                <div class=\"bwasco-contact-item\">\n\n                    <div class=\"bwasco-contact-symbol\">1<\/div>\n\n                    <div>\n\n                        <strong>Visit a BWASCO Office<\/strong>\n\n                        <span>\n                            Customers may visit the relevant BWASCO office\n                            or customer care point for assistance.\n                        <\/span>\n\n                    <\/div>\n\n                <\/div>\n\n\n                <div class=\"bwasco-contact-item\">\n\n                    <div class=\"bwasco-contact-symbol\">2<\/div>\n\n                    <div>\n\n                        <strong>Report a Service Problem<\/strong>\n\n                        <span>\n                            Report matters such as leaks, bursts, sewer\n                            blockages, billing or metering concerns promptly.\n                        <\/span>\n\n                    <\/div>\n\n                <\/div>\n\n\n                <div class=\"bwasco-contact-item\">\n\n                    <div class=\"bwasco-contact-symbol\">3<\/div>\n\n                    <div>\n\n                        <strong>Provide Feedback<\/strong>\n\n                        <span>\n                            Your feedback helps BWASCO identify areas requiring\n                            improvement in customer service and service delivery.\n                        <\/span>\n\n                    <\/div>\n\n                <\/div>\n\n            <\/div>\n\n        <\/div>\n\n    <\/section>\n\n\n    <!-- =========================\n         COMPLAINT PROCESS\n         ========================= -->\n\n    <section class=\"bwasco-process\">\n\n        <div class=\"bwasco-customer-section-header\">\n\n            <div class=\"eyebrow\">Customer Complaints<\/div>\n\n            <h2>How to Raise a Concern<\/h2>\n\n            <p>\n                BWASCO encourages customers to raise service concerns through\n                the available customer service and feedback channels.\n            <\/p>\n\n        <\/div>\n\n\n        <div class=\"bwasco-process-grid\">\n\n            <div class=\"bwasco-process-step\">\n\n                <div class=\"bwasco-process-number\">1<\/div>\n\n                <h3>Report<\/h3>\n\n                <p>\n                    Contact BWASCO through customer care, telephone,\n                    email, office channels or the available digital\n                    feedback platform.\n                <\/p>\n\n            <\/div>\n\n\n            <div class=\"bwasco-process-step\">\n\n                <div class=\"bwasco-process-number\">2<\/div>\n\n                <h3>Record<\/h3>\n\n                <p>\n                    Provide the relevant details needed to identify and\n                    understand the service issue.\n                <\/p>\n\n            <\/div>\n\n\n            <div class=\"bwasco-process-step\">\n\n                <div class=\"bwasco-process-number\">3<\/div>\n\n                <h3>Follow Up<\/h3>\n\n                <p>\n                    The concern can be followed up through the appropriate\n                    customer service and operational channels.\n                <\/p>\n\n            <\/div>\n\n\n            <div class=\"bwasco-process-step\">\n\n                <div class=\"bwasco-process-number\">4<\/div>\n\n                <h3>Resolution<\/h3>\n\n                <p>\n                    BWASCO works to address service concerns within the\n                    applicable service standards and procedures.\n                <\/p>\n\n            <\/div>\n\n        <\/div>\n\n    <\/section>\n\n\n    <!-- =========================\n         SERVICE STANDARDS\n         ========================= -->\n\n    <section class=\"bwasco-standards\">\n\n        <div class=\"bwasco-customer-section-header\">\n\n            <div class=\"eyebrow\">Service Standards<\/div>\n\n            <h2>Selected Customer Service Timelines<\/h2>\n\n            <p>\n                The BWASCO Service Charter provides indicative timelines for\n                handling different customer requests and complaints.\n            <\/p>\n\n        <\/div>\n\n\n        <div class=\"bwasco-table-wrap\">\n\n            <table class=\"bwasco-standards-table\">\n\n                <thead>\n\n                    <tr>\n                        <th>Customer Request \/ Complaint<\/th>\n                        <th>Service Timeline<\/th>\n                    <\/tr>\n\n                <\/thead>\n\n                <tbody>\n\n                    <tr>\n                        <td>Meter test request<\/td>\n                        <td class=\"bwasco-time\">10 days<\/td>\n                    <\/tr>\n\n                    <tr>\n                        <td>Objection to consumption<\/td>\n                        <td class=\"bwasco-time\">24 working hours<\/td>\n                    <\/tr>\n\n                    <tr>\n                        <td>Termination request<\/td>\n                        <td class=\"bwasco-time\">2 hours<\/td>\n                    <\/tr>\n\n                    <tr>\n                        <td>Transfer of account<\/td>\n                        <td class=\"bwasco-time\">24 working hours<\/td>\n                    <\/tr>\n\n                    <tr>\n                        <td>Reconnection request<\/td>\n                        <td class=\"bwasco-time\">24 working hours<\/td>\n                    <\/tr>\n\n                    <tr>\n                        <td>Refund of deposit<\/td>\n                        <td class=\"bwasco-time\">14 working days<\/td>\n                    <\/tr>\n\n                    <tr>\n                        <td>High water bill<\/td>\n                        <td class=\"bwasco-time\">5 days<\/td>\n                    <\/tr>\n\n                    <tr>\n                        <td>Unposted payment<\/td>\n                        <td class=\"bwasco-time\">24 working hours<\/td>\n                    <\/tr>\n\n                    <tr>\n                        <td>Leakages<\/td>\n                        <td class=\"bwasco-time\">48 hours<\/td>\n                    <\/tr>\n\n                    <tr>\n                        <td>Major bursts<\/td>\n                        <td class=\"bwasco-time\">3 days<\/td>\n                    <\/tr>\n\n                    <tr>\n                        <td>Meter faulty<\/td>\n                        <td class=\"bwasco-time\">24 working hours<\/td>\n                    <\/tr>\n\n                    <tr>\n                        <td>Meter replacement<\/td>\n                        <td class=\"bwasco-time\">24 working hours<\/td>\n                    <\/tr>\n\n                    <tr>\n                        <td>New connection after required payments<\/td>\n                        <td class=\"bwasco-time\">7 working days<\/td>\n                    <\/tr>\n\n                    <tr>\n                        <td>Sewer blockage<\/td>\n                        <td class=\"bwasco-time\">6 hours<\/td>\n                    <\/tr>\n\n                <\/tbody>\n\n            <\/table>\n\n        <\/div>\n\n        <div class=\"bwasco-customer-note\">\n            <strong>Important:<\/strong>\n            The timelines above are based on the published BWASCO Service Charter.\n            Actual resolution may depend on the nature of the request, required\n            verification, field conditions and other applicable procedures.\n        <\/div>\n\n    <\/section>\n\n\n    <!-- =========================\n         CUSTOMER RIGHTS\n         ========================= -->\n\n    <section class=\"bwasco-rights\">\n\n        <div class=\"bwasco-customer-section-header\">\n\n            <div class=\"eyebrow\">Customer Commitment<\/div>\n\n            <h2>Customer Rights<\/h2>\n\n            <p>\n                BWASCO is committed to professionalism, responsive customer\n                service and quality water and sanitation services.\n            <\/p>\n\n        <\/div>\n\n\n        <div class=\"bwasco-rights-grid\">\n\n            <div class=\"bwasco-right\">\n\n                <div class=\"bwasco-check\">\u2713<\/div>\n\n                <span>\n                    To receive professional and courteous customer service.\n                <\/span>\n\n            <\/div>\n\n\n            <div class=\"bwasco-right\">\n\n                <div class=\"bwasco-check\">\u2713<\/div>\n\n                <span>\n                    To raise complaints and concerns regarding service delivery.\n                <\/span>\n\n            <\/div>\n\n\n            <div class=\"bwasco-right\">\n\n                <div class=\"bwasco-check\">\u2713<\/div>\n\n                <span>\n                    To provide suggestions and feedback for service improvement.\n                <\/span>\n\n            <\/div>\n\n\n            <div class=\"bwasco-right\">\n\n                <div class=\"bwasco-check\">\u2713<\/div>\n\n                <span>\n                    To seek assistance where difficulties are experienced\n                    in obtaining services.\n                <\/span>\n\n            <\/div>\n\n\n            <div class=\"bwasco-right\">\n\n                <div class=\"bwasco-check\">\u2713<\/div>\n\n                <span>\n                    To have service concerns appropriately recorded and followed up.\n                <\/span>\n\n            <\/div>\n\n\n            <div class=\"bwasco-right\">\n\n                <div class=\"bwasco-check\">\u2713<\/div>\n\n                <span>\n                    To access information relevant to water and sanitation services.\n                <\/span>\n\n            <\/div>\n\n        <\/div>\n\n    <\/section>\n\n\n    <!-- =========================\n         CUSTOMER RESPONSIBILITIES\n         ========================= -->\n\n    <section>\n\n        <div class=\"bwasco-customer-section-header\">\n\n            <div class=\"eyebrow\">Working Together<\/div>\n\n            <h2>Customer Responsibilities<\/h2>\n\n            <p>\n                Effective water and sanitation service delivery requires\n                cooperation between BWASCO and its customers.\n            <\/p>\n\n        <\/div>\n\n\n        <div class=\"bwasco-responsibilities\">\n\n            <div class=\"bwasco-responsibility-card\">\n\n                <h3>Customers are encouraged to<\/h3>\n\n                <ul>\n\n                    <li>\n                        Treat BWASCO staff with courtesy and respect.\n                    <\/li>\n\n                    <li>\n                        Pay water and sanitation bills promptly.\n                    <\/li>\n\n                    <li>\n                        Provide information required for service delivery.\n                    <\/li>\n\n                    <li>\n                        Report leakages, bursts and sewer blockages promptly.\n                    <\/li>\n\n                    <li>\n                        Report suspected illegal connections or practices\n                        that may negatively affect service provision.\n                    <\/li>\n\n                    <li>\n                        Avoid construction of permanent structures over\n                        water and sewer lines.\n                    <\/li>\n\n                <\/ul>\n\n            <\/div>\n\n\n            <div class=\"bwasco-responsibility-card\">\n\n                <h3>Help us improve service delivery<\/h3>\n\n                <ul>\n\n                    <li>\n                        Keep customer account information up to date.\n                    <\/li>\n\n                    <li>\n                        Report unusual consumption or billing concerns promptly.\n                    <\/li>\n\n                    <li>\n                        Protect water infrastructure and report damage.\n                    <\/li>\n\n                    <li>\n                        Provide accurate information when making service requests.\n                    <\/li>\n\n                    <li>\n                        Use the available customer feedback channels when\n                        assistance or clarification is required.\n                    <\/li>\n\n                <\/ul>\n\n            <\/div>\n\n        <\/div>\n\n    <\/section>\n\n\n    <!-- =========================\n         FINAL CTA\n         ========================= -->\n\n    <section class=\"bwasco-customer-cta\">\n\n        <h2>Your Voice Matters<\/h2>\n\n        <p>\n            Your feedback helps BWASCO understand customer needs, respond\n            to service challenges and continuously improve water and\n            sanitation services across Bungoma County.\n        <\/p>\n\n        <a\n            href=\"https:\/\/civictech.africa\/initiative\/maji-voice\/\"\n            target=\"_blank\"\n            rel=\"noopener noreferrer\"\n            class=\"bwasco-primary-button\"\n        >\n            Submit Feedback Through MajiVoice\n        <\/a>\n\n    <\/section>\n\n<\/div>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>\u25cf CUSTOMER SERVICE Customer Service BWASCO is committed to responsive, accessible and customer-focused water [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"footnotes":""},"class_list":["post-1542","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"http:\/\/185.113.249.20\/bwasco\/index.php\/wp-json\/wp\/v2\/pages\/1542","targetHints":{"allow":["GET"]}}],"collection":[{"href":"http:\/\/185.113.249.20\/bwasco\/index.php\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"http:\/\/185.113.249.20\/bwasco\/index.php\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"http:\/\/185.113.249.20\/bwasco\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"http:\/\/185.113.249.20\/bwasco\/index.php\/wp-json\/wp\/v2\/comments?post=1542"}],"version-history":[{"count":19,"href":"http:\/\/185.113.249.20\/bwasco\/index.php\/wp-json\/wp\/v2\/pages\/1542\/revisions"}],"predecessor-version":[{"id":1729,"href":"http:\/\/185.113.249.20\/bwasco\/index.php\/wp-json\/wp\/v2\/pages\/1542\/revisions\/1729"}],"wp:attachment":[{"href":"http:\/\/185.113.249.20\/bwasco\/index.php\/wp-json\/wp\/v2\/media?parent=1542"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}