Q: How much does it cost to become are customer?
A: The cost of new connection will vary according to the length of the connection from the taping point and the nature of the ground (tarmac or rock).
Q: Why there is subscription fee for connection?
A: Although MUWSA is a nonprofit organization, subscription fees help to offset costs for materials, transport, employing administrative staff and specialists, maintaining and expansion of water and sewerage networks.
Q: After application and payment, how long does it take to get connected?
A: New customers are connected within 2-4 weeks after.
Q: How many buckets in one unit (1m3)?
A: One unit is equal to 1000 litres, and 1000 litres is equal to 50 buckets.
Q: How long will it take for a customer to get a bill?
A: Meter readings are taken every month and bills processed at every end of the month.
Q: How a customer can get the Bills?
A: All Bills are delivered to the customers at doorstep through our bills distribution Staffs.
Q: How a customer can make a payment and when?
A: Payment is supposed to be done within seven (7) days after a customer receives a bill.
Payments in cash or cheque should be made at MUWSA Office pay point OR through any CRDB Bank Branch in Tanzania by presenting a bill or Account number forth receive original receipt.
Q: What can cause a customer to be disconnected?
A: Disconnection can be done to the customer due to number of reasons:
1. Due to non-payment, which is two weeks after a bill has been delivered?
2. Due to leakage in the customer’s premises
3. Due to meter tempering or Illegal connection
4. On request from the customer.
Q: What are the conditions for being reconnected to the water service?
A: Once the outstanding bill is settled and reconnection fee or penalties paid or after the leakage is repaired or on request.
Q: Who own the meter?
A: The meter remains a property of MUWSA and it should always be accessible to the MUWSA staffs.
Q: What are the responsibilities of the customer?
1. The customer should pay his/her bills promptly.
2. The customer is responsible for detecting any leakages in his/her service line and immediately reporting it to the MUWSA main office or Zonal offices.
Billings
Q: How long will it take for one to get a bill?
A: Billing is done at every end of the month, so it takes only one month to get a bill.
Q: How frequent is the bill?
A: The bill is monthly.
Q: How frequently are the meter readings taken?
A: Meter readings are taken at the beginning of every month from 5 th to the end of the Month.
Q: Should I take note of my readings also?
A: It is important to take note of your personal readings for claimity purposes.
Q: Where can one get the Bills from?
A: A Bill is delivered to the customer through your Postal address, but Big Customer Bills are delivered to the Customer Premises through the MUWSA Credit Controls Staffs.
Q: Who delivers the Bill?
A: The MUWSA Credit Controls Staffs or Meter Readers delivers the bill or the Customer him/her self through the Postal Address.
Payments
Q: When is payment supposed to be done?
A: Payment is supposed to be done immediately after one receives a bill. The bill should be paid within the first week after the bills are sent to the postal Office.
Q: Where is payment supposed to be made?
A: Payment should be made at ONLY MUWSA Offices and paid to a cashier at the pay point and the Customer is given the original receipts of the payments for all type of payments. Mean while the customer is allowed to pay his/her Water, Sewer and Meter rental Charges through any CRDB Bank Branches in Tanzania , provided that the Customer has the original MUWSA Bills Invoice or the Customer Statement of the Current Month.
Q: In what form is the payment required?
A: Payment can either be by cash or by cheque.
Q: In how many installments should the payments be made?
A: Payments should be made in one installment unless otherwise agreed upon by the Commercial Manager or the Credit Control Officer.
Q: What should one receive after payment?
A: You are issued with an MUWSA receipt.
Disconnection
Q: When is one disconnected?
A: Disconnection is done two weeks after a bill has been delivered.
Q: What are the reasons for disconnection?
A: Disconnection is due to non-payment.
Q: What measures should be taken for one to avoid disconnection?
A: Payment should be made promptly.
Q: What are the effects of disconnection?
A: When you are disconnected you will be inconvenienced by lack of water in your premises and you are charged a reconnection fee which is an extra cost.
Q: When is one reconnected back on service?
A: One is reconnected after settling outstanding bills plus a reconnection fee.
Arrears
Q: What are arrears and what causes them?
A: Arrears are accumulated bills and they are brought about by non-payment.
Q: How can one pay off arrears?
A: Arrears can be paid in a number of ways: (i) You can pay them in lump sum (ii) It can be paid by installments. (iii) You can come to MUWSA and sign an agreement with the officials agreeable to you and on how best you can pay.
Ownership
Q: When does one possess ownership?
A: MUWSA deals directly with the property owner.
Q: Who is responsible for the meter?
A: The meter remains a property of MUWSA and it should always be accessible to the MUWSA staff.
Q: Who is responsible for leakages?
A: The owner of the property is responsible for detecting any leakages and immediately reporting it to the MUWSA office.
