Frequently Asked Questions

Reach out to the company to know the reason for estimated bill. If the bill is as a result of gate lock, you can use our mobile App to do self-reading. Other reasons will be addressed case by case.

Unread meter, Closed gate, Faulty Meter, Stopped meter, Glass dirty, Reversing Meter

You can request for meter testing to confirm the meter accuracy. Meter testing is charged at Ksh. 500. If meter is found to be inaccurate it is serviced and the bill is adjusted accordingly. If unserviceable the meter should be replaced. 

You can use our USSD; Dial *873*55# or use MajiApp

Our offices are open from; Monday to Friday 8.00 am to 5.00 pm. Except for the public holidays

The customer’s statement is sent via e-mail at the customer’s request. A customer may also request the statement through their MajiApp.

Copies of ID, KRA, and Title deed/Sales agreement, of the person to which the account name is to be changed. If the current account holder is dead then the new owner must provide a death certificate as proof.

You can only change the phone number if you are the account owner or authorized by the account owner. The owner should Present to the nearest branch an official written request for changes to be effected.

This is when the customer asks for their account to be disconnected temporarily when they are away.  For this to be affected you have to clear the balance in your account, and you will be required to pay a fee of Ksh 200.

Voi Branch – 0110 066 774; Mwatate Branch – 0737 543 713; Wundanyi Branch – 0788 758 517; Taveta Branch – 0737 267 439; Mackinon Branch – 0731 605 348; Maungu Branch – 0737 006 291; Mbololo Branch – 0714 193 267

Contact us to know the reason the meter is not read. If the gate was locked during the reading, you can use self meter reading. If the meter is glass dirty or burried report for servicing. If damaged you will received estimated bill until the process of replacement is completed.

Turn on your GPS Location and Using Tavevo Maji Tavevo Maji App’ select the specific account you wish to read the meter, fill in the readings as they appear on the meter (only the black digits) and take a clear photo image of the meter before you submit. The biling officer will review the reading and your new bill will be generated immediately the officer approves.

This is disconnection made on an account with an unpaid outstanding.

The account can be disconnected if for instance the customer has not made any payment for three months and more, after receiving bills. A penalty of ksh1000 is made on the account to act as reconnection fee.

Clear your bill balance and you will be reconnected immediately.

Clear your bill balance and the company will initiate the process of acquiring another meter from the store for reconnection.

A leakage after the meter is a responsibility of the customer while that before the meter is the company’s responsibility. The customer should report any leakage before the meter for a technical person is deployed for repairs.

Report the matter to the nearest branch, call 0110 066 774 or report using USSD *873*55# or MajiApp

The customer is charged a penalty of Ksh 30,000 for domestic and Ksh 100,000 for Commercial consumer plus water loss charges calculated based estimated time of illegal connection.

The matter is reported to the police under water police unit who will arrest and charge the person in court of law.

Meter Tampering attracts a penalty of Ksh 5,000 and 100% market cost of the meter if damaged.

Report the matter to the police where you will be issued with abstract/ OB Number, then visit the nearest Tavevo branch with the OB. The company will follow up with the police on investigations. We advise our customer to ensure meters are protected as replacement of the meter will be charged at the market price cost.

To replace a damaged meter, you will be charged 100% market cost of the meter

Report the matter to the office, and the meter will be serviced.

It is returned to the office. If the customer fails to claim it back in three months, the meter gets assigned to someone else.

Meter Tampering, meter damaged, dirt clog in the meter and aged meters.

Report the issue to the nearest branch using any of the available platform such as USSD, Maji APP, Telephone Call or physical visit.

Report no flows or low pressure to the office through virtual platform of physical office visit and a technical officer will be deployed to check it out.

For Individual bring copies of: Your national ID, KRA Pin certificate and your Premises ownership documents (Title Deed/ Sales Agreement). In case you don’t have a title deed or sales agreement, get a stamped letter from your area chief as evidence that you are a resident of the location to which you want the meter.

For Organization bring copies of; Certificate of Incorporation or Registration and KRA Pin Certificate,

The customer is required to provide materials needed for connection to the new location. There are no charges for the service.

After informing the office the meter is assigned to someone else. The customer gets another meter when they are ready.