Involving Consumers through Watch Groups
Water Watch Groups (WWGs)
Consumer representation and protection in a commercialized monopolistic environment becomes a critical requirement particularly in a
situation where the services involved are basic human needs of water and sanitation.
NWASCO developed guidelines and issued them out to service providers on how to meet service delivery standards. NWASCO receives regular reports from service providers and verifies them during inspections. In addition, however, it is very important to obtain the customers’ perception on the quality of service they are getting and how their complaints are being attended to.
Therefore, in wanting to ensure that NWASCO is present on the ground for first hand information and addressing unresolved consumer complaints, Water Watch Groups (WWGs) were established, comprising customers from the service areas.
The WWGs have delegated power and duties from the Regulator . Membership to the WWG is voluntary and does not attract any remuneration for the services provided. NWASCO, however, endeavours to provide WWGs with stationery, transport, and other necessary logistics to enhance their smooth operations.
The WWGs perform the following functions:
a) To represent the interests of consumers in the water supply&sanitation sector
b) Follow up unresolved consumer complaints
c) Improve communication between consumers and providers
d) Arbitrate in conflicts between consumers and service providers
e) Sensitise consumers (i.e. the poor) on their rights and obligations
f) Educate consumers on the role and functions of the Regulator
g) Collect information on performance of providers
h) Inform NWASCO on effectiveness of the regulations and propose possible adjustments
i) Create public awareness of WWGs existence – through public meetings, seminars, workshops, exhibitions
j).Publicise tariff adjustments locally
Activities of WWGs include:
• Holding public meetings with consumers
• Holding meetings to review/validate complaints
• Engaging in outreach and publicity programs via sensitization meetings, TV and Radio broadcasts, media fora
• Submitting periodic reports to the Allaince including feedback from consumers
• Participation at workshops, conferences etc.
• Recruitment, training & orientation of new WWGs
The demand for WGs has increased with more people and organisations getting to appreciate the value addition and impact on the ground. Consequently in towns where there are no WGs, people are requesting to be recognised as WWGs. However, due to the demand of monitoring as well as the cost involved, NWASCO has been cautious with the rate of establishing WWGs.
WGs are now present in Kitwe, Chingola, Ndola, Luanshya, Mufulira, Kasama Lusaka, Livingstone, Mpika and Mongu. It is NWASCO’s plan to eventually have a WG in each major town.