Frequently Asked Questions
What are the requirements for a new water connection?
- Fill customer Agreement Form provided
- Attach copies of applicant ID card, KRA PIN and Title Deed or Chief’s introduction letter.
- Attach next of kin national ID
How long does it take to connect my water after completing my application?
It takes a maximum of four (7) working days to complete the process.
How do I check my account status and bills from my mobile phone?
You can check your account status and query bill by dialing *483*007# or through the MUSWASCO app available on google playstore
How do I pay my water bill?
Bills are strictly paid through electronic money transfer; MPESA, Bank Transfer or Cheque
Option 1: MPESA
PAYBILL No. 346350
Go to M-Pesa Menu on your phone
Select Pay Bill Option.
Enter the business number 346350
Enter your water account number e.g 23XXX or 25XXX.
Enter the amount you are paying e.g 500.
Enter your M-Pesa PIN e.g 1234
Press OK
For customers in Maragua, use MPESA PAYBILL No. 600654
You will receive a confirmation message with the Transaction code and amount paid
You will receive a confirmation message from MUSWASCO confirmation payment and crediting of your account with outstanding balance after payment.
OPTION 2: BANK TRANSFER
- SIDIAN BANK
Account. No. 01012020003831
- EQUITY BANK
0090292737794
OPTION 3: CHEQUE
Cheque written to MURANGÁ SOUTH WATER AND SANITATION COMPANY LIMITED
Where are your offices located?
Headquarters: Kandara, next to DC’s Offices
Satellite offices: Kenol, Sabasaba, Kamahuha, Maragua, Kangari, Kinyona, Gacharage, Kigumo, Muthithi, Mariaini, Gichagini.
How can I contact you?
- Official telephone numbers:
Our main office line (0716 645 345)
Customer care line (0716 645 343)
Maragua Customer Care line (0719 503 859)
- Email Address:
info@muswasco.co.ke | murangasouth@gmail.com
- Social Media:
FaceBook – @muswascoltd
X – @muswasco
WhatsApp – 0716645343
How do I lodge a complaint?
- In person by visiting our customer care desk at any of our offices at Kandara, Gichagiini, Kangari, Kinyona, Gacharage, Kigumo, Muthithi, Sabasaba, Mariaini, Kenol, Kamahuha).
- By calling our customer care line
- By dropping an anonymous complaint in the suggestion box available at our office near you
- Through USSD code *483*007#
- Through our official email
Do I get a receipt after paying via m-pesa?
No. You will receive a confirmation message that your money has been received by MUSWASCO and your account will be credited immediately.
How can I secure a payment receipt or account statement?
You can query your account statement through *483*007# or get a printed receipt and statement from any of our customer care desks.
What is the length of your billing cycle?
MUSWASCO sends out water bills every month. Our billing cycle is typically 30 days, with meter reading and billing occurring in the first 7 days of the month.
Do you have monthly standing charges?
No. With the adoption of the new tariff which took effect in September 2023 following the gazettement of the new tariff 10543, we no longer charge standing fees. Water charges are dependent on consumption.
What do I do if my water supply is disconnected?
In the event your water supply is disconnected, you will have to show proof of payment by making full payment of the outstanding balance and a reconnection fee of KES 1,000.00, before the supply is restored.
Am I allowed to self - reconnect my water after the service has been disconnect?
No. According to the Water Act 2016, it is a criminal offence to self-reconnect your own water.
How do I conserve water?
Do not leave the taps running or dripping water. Fix leaks immediately and replace a leaking tap/meter. Re-use water where possible instead of pouring it down the drain. Install a simple rain water harvesting system to harvest water during the rainy season.