Assistance aux usagers

OMILAYE is progressively putting in place support arrangements as close as possible to the population, through its branches, its service points and its local representatives across the departments.

This set-up allows users to receive more accessible support, without having to travel long distances to obtain information or submit a request.

The presence of Customer Service Officers across the departments helps strengthen service quality, speed up the handling of requests and build trust between OMILAYE and the communities it serves.

Listening to and handling concerns

Customer support rests on listening, traceability and follow-up.

Every request or complaint brought to the attention of Customer Service Officers receives particular attention to ensure it is handled appropriately. The information gathered is routed to the relevant teams for processing, follow-up or intervention, depending on the nature of the request.

This set-up improves the responsiveness of the service, gives a better understanding of what customers expect and contributes to the continuous improvement of the public drinking water service.

Informing, guiding and raising awareness

Beyond welcoming users and handling requests, Customer Service Officers also play an important role in informing users and raising their awareness.

They help explain subscription procedures, the conditions for accessing the service, billing arrangements, good consumption practices, what to do if something goes wrong and the official channels for contacting OMILAYE.

The aim of this information role is to foster a better understanding of the service and encourage a responsible relationship between the company and its customers.

OMILAYE's commitment

Through customer support, OMILAYE reaffirms its commitment to putting people at the heart of the rural public drinking water service.

The aim is to offer customers local support, attentive listening, reliable information and regular follow-up on their concerns.

By strengthening the presence of Customer Service Officers across the departments, OMILAYE pursues its mission: to guarantee a service that is more accessible, more responsive and closer to rural communities.

OMILAYE — Water is life.