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’s guiding principles include transparency and accountability. CUs must be accountable to the consumers whom they serve. Customer involvement ensures their protection, promotes speedy complaint resolution and enhances service delivery. NWASCO has established voluntary community based groups known as Water Watch Groups to assist in monitoring service delivery. Their role is informing their communities about their rights and obligations regarding WSS so much so that they can demand the service they are entitled to and also assist in resolving pending complaints. These groups comprise 6 to 8 customers from a particular service area. They operate within the delegated powers of NWASCO and receive limited financial support to cater for their transport, communication and sensitisation expenses. Membership to the WWG is voluntary and does not attract any remuneration for the services provided.
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
Water Watch Groups have been established in problem-prone areas to ensure continued imrpovement in service delivery. Currently, 12 Water Watch Groups (WWGs) have been established in various towns across the country namely: Kitwe, Chingola, Ndola, Kalulushi, Kasama, Lusaka, Mpika, Mongu, Solwezi, Kapiri Mposhi, Kabwe and Livingstone.
