Wasreb Kenya

We are on ground at Mombasa International Show throughout the week!

Pass by our stand and be informed on water conservation practices, our regulatory frameworks and any other issue in regard to water.

Karibu Mkomani showground ujue zaidi kuhusu mambo ya maji.

The Malawi Ministry of Water and Sanitation is on a learning visit to WASREB, which they have recognized as a leading regulator in the Eastern and Southern regions of Africa. The purpose of their visit is to benchmark WASREB's regulatory expertise and best practices in various areas, including:

🔹 Regulatory Overview 🔹 Institutional Arrangements 🔹 Sector Policies and Registrations 🔹 Regulatory Tools 🔹 Customer Service 🔹 Service Providers 🔹 Tariff Frameworks

This is an exceptional opportunity for knowledge sharing and collaboration between Kenya and Malawi. This initiative will promote advancements in water and sanitation services throughout the region.

A Tariff Structure shows (in KES.) how much each customer class will pay for each unit of water consumed, for each month of service. Customers are categorized as; domestic, commercial/Industries, Multi dwelling units, Public Schools/Colleges and Bulk consumers

Complaint Handling Procedure

1.Complaints to WASREB can be through designated channels, such as online complaint forms, email, hotline, or in-person at WASREB offices.

2.Upon receipt of the complaint, it is recorded in the complaints register and directed to the respective director for action as necessary.

3.The complaint undergoes an initial assessment to determine its nature and validity. This may involve contacting the complainant for additional information.

4.The complaint is escalated to the WSP and/or any other parties involved, for negotiations, corrective actions, or agreements to address the issues raised.

5.WASREB communicates the findings to the complainant. This includes any recommendations, actions taken, or measures to prevent future issues.

6.WASREB maintains records of consumer complaints and resolutions for documentation and reporting purposes. This information contributes to regulatory oversight and the improvement of service quality.

Talk to us!

WASREB received a delegation from the Ethiopian Water Sector. The purpose of the delegation's visit was to share best practices and knowledge exchange, with a focus on understanding Kenya’s water sector and its institutional framework.

In addition, the objective was to gain insights into WASREB's regulatory processes, the implementation of regulatory guidelines, and to understand the licensing and tariff structures for Water Service Providers (WSPs), consumer protection measures, and how Water Works Development Agencies establish infrastructure for WSPs.

Present water agencies were WaterFund and Athi Water Works Development Agency.

Did you know that the pricing of water and sewer differs from one water service provider to another depending on the nature of their operations.?

Water Service Provider with high cost of operations e.g. those that rely on electricity for production are likely to charge higher tariffs than those that rely on gravity for production.

In order to realise our mandate, we focus on four key areas;

- Access to Water Services
- Governance
- Stakeholder collaboration
- Effective Regulator

WASREB collaborated with USAID Western Kenya Project in a 3-day WSSP Institutional Capacity Assessment & Technical Assistance workshop. WASREB shared utility mandates on sanitation, the proposed sanitation guidelines and also WASREB'S Monitoring & Evaluation systems.

Find our Strategic Plan on our website wasreb.go.ke

Know your Water Services Provider!

Our Customer Service Charter!

Calculating water bills accurately is crucial, ranging from economic efficiency and resource management to customer satisfaction and regulatory compliance. It’s important because;

1. It ensures that water utilities recover the costs associated with water supply, treatment, distribution, and infrastructure maintenance.

2.Encourages proper water usage hence conservation and no wastage.

3. Provides a fair and transparent pricing mechanism for consumers, ensuring they pay for what they use.

4. Raises awareness among consumers about their water usage patterns and the environmental impact of their consumption habits.

5. Provides a clear basis for resolving billing disputes, as customers can see how their charges are calculated.

WASREB carries out consumer education through stakeholders’ engagement that aims to empower consumers by providing them with relevant information on their right to access clean water.

Educating consumers is an effective mechanism to protect them as it helps them know their rights on universal access to water.

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WASREB, celebrating 20 years of Water Services Regulation!

WASREB AT 20

In collaboration with the World Bank, WASREB has successfully concluded a comprehensive training program focused on Water Utility Creditworthiness from April to June 2024.

The training covered essential topics, including actions for enhancing water utilities' creditworthiness, types of government financial support, the importance of tariffs and Non-Revenue Water (NRW) management, investment planning, and economic analysis, steps for approaching commercial financiers, and credit enhancement tools.

Crucial personnel from WASREB, the Ministry of Water, Sanitation, and Irrigation (MWIS), the Water Sector Trust Fund (WSTF), the Kenya Water Institute (KEWI), and selected Water Service Providers (Kisumu, Muranga West, Kitui, Embu, Nithi, and Ruiru-Juja) participated in the program, achieving an outstanding pass rate of 100%.

Congratulations to all graduates!

KenyaSan 2024 conference featured a series of insightful sessions, including plenaries, convener sessions, and breakout rooms. WASREB Ag. CEO Dr. Julius Itunga talked on importance of compliance to sanitation guidelines to enhance inclusivity, sustainability to utilities in provision of sanitation services and attainment of SDG 6 by 2030.

WASREB is participating at the Kenya Sanitation Governance Conference and Exhibition 2024 that was officially opened by Water Secretary Eng. Samwel Alima on behalf of Water, Sanitation & Irrigation CS Hon. Zachariah Njeru.

Sanitation is recognized as a fundamental human right. conference seeks to address challenges that causes low sanitation coverage.The 3-day Conference is themed Promoting Good Governance to Accelerate Safely Managed Sanitation.

WASREB was part of other water sector institutions and private entities that planted over 30,000 seedlings in Itare Dam Catchment Area.

A tree at a time.

Download the Impact 16 Report and our 5th Strategic Plan on our website .

wasreb.go.ke

Congratulations to the top performer Nakuru Urban Water and Sanitation Company 2022/2023

Impact 16 report and 5th Strategic Plan Launch happening now!

We are live! Follow us on the link below

https://www.youtube.com/live/6dzDHL9Brd4

WASREB proudly launches its latest Impact 16 Report on 20th June 2024, showcasing significant strides in water service regulation and sector improvements.

Dive into the report and see how water services across Kenya is transforming!

Report will be on wasreb.go.ke

Our Customer Service Charter!