“Commitment to Courtesy

And
Excellence in Service Delivery”

HOW YOU CAN HELP US

We welcome your views and comments to Help us Serve You Better. Let us know as soon as
possible when we do not meet your expectations. We will investigate your complaint and
tell you what we have done to resolve it.

Water Sector Trust Fund

P.O. Box 49699 Nairobi, Kenya
CIC Plaza, Mara Road, Upper Hill
Tel: +254-20-2720696/2729017/018,

Website: www.waterfund.go.ke
Email: info@waterfund.go.ke

WaterFund is ISO 9001:2015 Certified

If by any chance we do not meet your expectations and there is need to lodge a complaint,
kindly do so on our email
complaints@waterfund.go.ke

You may also lodge unresolved complaints with:

Commission on Administrative Justice MANDATE

West End Towers, 2nd Floor To assist in financing the development and management of water services
Waiyaki Way Westlands in marginalized and underserved areas.
P.O Box 20414 – 00200 Nairobi
Tel: +254 020 2274046 VISION
Toll Free Number: 0800221349 To be the institution of choice in financing the improvement of access to
Email: complain@ombudsman.go.ke water and sanitation for the underserved in Kenya.

MISSION
To finance the development of sustainable water and
sanitation services and water resources Management.

MINISTRY OF WATER,
SANITATION AND IRRIGATION WATER SECTOR TRUST FUND

Service rendered
1. Acknowledge receipt of project proposals
2. Communicate the decisions of WaterFund on
submitted proposals to the concerned parties
3. Award and signing of contracts with
implementing agencies towards project funding
4. Funds disbursements to implementing agents
towards costs of projects
5. Communicate the decisions of WaterFund to
the concerned parties
6. Payments to suppliers for goods and services
7. Share information on regular basis through
newsletters, website, SITREP (Situation
Report)
8. Respond promptly to all telephone calls and
promptly attend to all visitors
9. Respond promptly to and address customer
complaints
STANDARDS OF OUR SERVICE DELIVERY
(FY 2021-2022)
Customer obligation/ Requirements
Submitted Proposal
Acknowledge receipt
Submission of proposals by:
• Water Services Providers
(WSPs) and Community Based
Organizations (CBOs), with
endorsement from County Govt.,
and Water Works Development
Agencies (WWDA)
• Water Resources Users Association
(WRUAs) and Community Forest
Associations (CFAs), Conservancies,
through Water Resources Authority,
(WRA) and Kenya Forest Service
(KFS)
Funds request, financial report, Banks Bank
details, Banks statements,
Feedback
Submission of proof of service /
products delivered
Feedback
Cooperation
Filled up feedback form
Acknowledgement, Feedback
User Timeline
Charges
Free Fourteen (14 ) days from the date of proposals receipt
Free Fourteen (14) Days from the date of decision
Free • One Hundred and Twenty (120) days from the date of receipt of
proposals for Rural Investments (Rural Utilities Project Cycle –
RUPC), and Water Resources Investments (WRUA Development
Cycle - WDC).
• Award is to successful proposals after appraisal process.
• One Hundred and Twenty (120) days from the date of receipt of
proposals for Urban Investments (Urban Project Concept – UPC
and Upscaling Basic Sanitation for the Urban Poor - UBSUP).
• Award is to successful proposals after appraisal process.
• Fourteen (14) days from receipt of request for Technical
Assistance (TA) under Result Based Financing (RBF), to signing of
TA Agreement.
• Award is to successful proposals after appraisal process
• Fourteen (14) days from receipt of loan agreement to signing of
RBF Subsidiary Agreement.
• Fourteen (14) days from receipt of funds request depending on
Charges availability of funds and submission of all required documentation.
• In case of delays, WaterFund will explain the cause and advise on
way forward.
Free Fourteen (14) days from the date of decision
Free • Payment will be within thirty (30) days from the date of receipt of
invoice and submission of all required documentation..
• In case of delays, WaterFund will explain the cause of delay and
agree on appropriate duration.
Free Weekly SITREP/website, Biannual Newsletters
Annual Financial Report.
Free Pick telephones by the 3rd ring and attend to visitors within five
minutes.
Free According to WaterFund Complaints Procedure.