Thursday, 27 Apr 2017
 
 

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COMPLAINTS HANDLING SYSTEM

S/NO PROCEDURE TIMELINE PERSON RESPONSIBLE
1 Complaint raised by complainant by
Telephone : 044-4422416
Fax: 044-4422108/417
Email: complaints@tanathi.go.ke, info@tanathi.go.ke
Letter: K.I.D.P Building
P.O Box Private Bag 90200
Kitui
Att: 1. Legal and Corporate Affairs Manager
2. Assistant Water Service Provider Manager
Upon expiry of period for service delivery as per the service charter
Complainant (the complainant must provide communication details preferably email and adequate information to allow for effective complaints resolution)
2 Complaint acknowledgment Email: same day
Letter: 2 days after receipt of letter
Telephone: immediate with request for written complaint via email or letter
Fax : 2 days after receipt of fax
LCAM & A-WSPM
3 Complaint resolution (This will involve investigation, flagging complaints to relevant organization if not a TAWSB relevant or directly responsible complaint and formulation of a solution)
10 days LCAM & A-WSPM
Organizations that have been flagged complaint

4 Communication of resolution of compliant (this will be done through available contacts provided by the Complaint with preference being given to email contact 2 days LCAM & A-WSPM
5 Appeal (Appeals avenues are available depending on the nature of the complaints to the Water Services Regulatory Board, Commission of Administrative Justice and the Kenyan Judiciary.) Maximum of 30 days from delivery of the decision Complainant