This department is responsible for business in general and assuring high quality service to customers, monitor accurate meter readings, billings made & dispatch, revenue collection and other charges associated with water, updating & maintaining the customer database, and overall debt management of CHALIWASA. This department divided into 3 sections Billing & Credit Control, Customer Care and Meter Reading & Inspection.

Billing & Credit Control Functions. 

• Develop an effective strategy for ensuring precise data entry and billing system;
• To initiate, co ordinate and carry out the whole process of verifying, proof reading and corrections before bill run;
• Facilitate timely and correct preparation of Customer bills;
• Collecting, documenting customer particulars status with problems or changes, as they are reported from the site and customer care section thus taking measures to rectify them and finally updating their bills;
• Timely preparation and delivery of statements/invoices to customers; 
• In liaison with the meter reading and customer service sections assist customers in understanding their bills/invoices;
• In liaison with the customer care section follow up and take appropriate action to resolve discrepancies and/or dispute with customers related to their bills/invoices;
• In liaison with the ICT unit ensure proper registrations of new customer particulars in the billing system so as to avoid invoices getting lost;
• Prepare an effective strategy for speeding up the dispatch of printed bill invoices to customers;
• Prepare the various reports of the billing section to the management and other related reports of the performance indicators;
• Liaise with the ICT Unit in providing status of the CHALIWASA debtors from the customer database for follow-up actions by the respective departments;
• Liaise with the banking institutions and mobile companies to develop a cost effective revenue collection system from all categories of customers e.g. through NMB mobile, M–PESA;
• Recommend to the technical department disconnection and or reconnection of meters for customers with outstanding debts or bills;

Customer Care Functions

• Ensuring that all customers get the water supply service according to their ration timetable; 
• Attending customer’s complaints regarding lack of water or other issues related to the services; 
• Designing through a consultant a Clients Service Charter;
• Sensitising staff HODs and other members about the Clients Service Charter focusing on the service delivery standards and clients rights;
• Disseminating the Clients Service Charter to all stakeholders;
• Recording and complimenting all complaints from clients;
• Provide advice to management on best ways of solving disputes with client.s
• Liaising with other sections and departments when handling complaints.
• Training other staff on customer care principles and practices. 
•  Disseminate information to the public immediately there are changes in water supply and sewerage services.

Meter Reading and Inspection Functions

• Ensure precise and accurate meter readings to allow for accurate data entry into the billing system. 
• Ensure all active customer’s meters are read and in time. 
• Conduct several mock runs of meter reading in sampled villages to check on the manpower requirements, customer reactions and the effectiveness of the process;
• Verify meter readings for customers with complaints that request periodic adjustments of their bills;
• Work closely with the leaders of the WAMACHA at village level when taking meter readings from the water kiosks and from other customers; 
• Carrying out inspections on meters during the reading process so as to identify the malfunctioning and those that have been tempered with;
• Recommend to the technical department disconnection of meters for customers that have tempered with their meter;
• Report all malfunctioning meters to the technical department to allow for immediate repairs of the same;
• Collecting, documenting Customer particulars/Meter status with problems and forward to the technical department for action.
• Reviews and approves customer credits for validity/reasonableness.
• Follow up on Customers with Illegal Water Connection. The illegal Water connections are disconnected and the defaulter is penalized for illegal Connection.