C) INSTALLATION AND CONNECTION:
On premise installation KIL sensitizes her customers to install their houses using licensed wiremen with valid ERA permits.
On inspection the work performed by the wireman, KIL’s Inspector will inspect and after the connections team will connect installations which have been wired by persons with a valid Installation Permit
E) AVAILING INFORMATION TO CUSTOMERS:
The Client Service Charter for Kilembe Investments Limited has been instituted setting out the minimum standards of service excellence that stakeholders can expect to receive from KIL when an enquiry or complaint is made.
KIL has provided her consumers with easy-to-use payment mechanisms and implement security measures that are commensurate with payment-related risks, including those resulting from unauthorized access or use of personal data, fraud and identity theft. Foristence all cash payments are made at all KIL Offices and receipt is issued by the cashier/sales agent.
G) INTERNAL COMPLAINTS HANDLING:
The developed internal complaints handling mechanisms enables consumers to informally resolve their complaints directly with KIL, at the earliest possible stage, without charge.
KIL provides redress to consumers for the harm that they suffer as a consequence of goods or services which, for example, are defective, damage their devices, do not meet advertised quality criteria or where there have been delivery problems.
I) PUBLICATION OF INFORMATION:
KIL makes customer information publicized on her notice board, external notice boards, Local radio stations, stakeholder’s magazines, newspapers, community sensitization meetings and also on social media (Watsapp, face book, twitter, among others).
J) REPORTING TO ERA:
On a monthly, quarterly and annually basis, KIL forwards reports on complaints handling, consumer protection, customer services agreements, and customer services charter and on quality of service.