I am writing to launch a complaint against harassment by staff members of Nzoia Water Services in Bungoma town.
I believe as a Kenyan consumer of services, I am entitled to complain whenever I feel dissatisfied and exploited by any service provider. Unfortunately this is not the case between me and the providers of water services in Bungoma town.
Ever since I became a client of NZOWASCO in 2009, I have never defaulted paying my monthly water bills.
However in June this year, after a change in their billing system, NZOWASCO sent out abnormal and exaggerated bills to their customers.
I happened to be one of the affected victims who received a bill of Sh3,000. I tried launching a written complaint but no satisfactory explanation was offered.
Instead the company kept on threatening to disconnect my water if I failed to comply and pay.
In July 2019, there was no water supply to our area. Interestingly, the company gave me another bill of Sh2,000. I, again, complained but I was dismissed.
In August the company brought me a normal bill of Sh770 which I promptly paid since it was a reflection of my previous bills.
On Monday, 31st September 2019, NZOWASCO disconnected water supply from my premises. As a normal consumer, I was bewildered and posted my complaint on social media (Facebook) since I felt the company had refused to listen to me.
This infuriated the NZOWASCO staff so much. On Wednesday, 2 October 2019, NZOWASCO staff trespassed into my compound and dismantled my water meter.
My house-help tried to plead with them to contact me before doing that but they again dismissed her and continued with their illegal operation.
Now NZOWASCO has decided to punished my tenants who have a different water meter and who are willing to pay the exaggerated bills by refusing to reconnect their water supply because of their differences with me.
I request Water Services Regulatory Board, Consumers Federation of Kenya and Lake Victoria Water Works Authority to urgently intervene on my behalf on the following grounds;
(a) I have never defaulted paying my bills until the issue of dubious bills emerged in june 2019
(b) As a Kenyan, I have the right to complain in whichever manner if I feel my rights as a consumer of services are being trampled upon
(c) I purchased my water meter number 40510145 in 2009 and it is my property. NZOWASCO has no right to forcefully take it away from me
(d) My tenants whose meter number is 40510150 should not be victimised because of my differences with NZOWASCO. they have a right to water
(e) Residents of Lower Mewa area should not be punished because of my differences with NZOWASCO since they have blocked the pipes that were supplying water to them through my compound
(f) It is illegal for a service provider to storm into my compond and carry out any activity without consulting me.
i hope your office will grant me a favourable consideration and intervene on my behalf (Toili Khisa)