CONSUMER ROVING FORUM IN PROVINCIAL TOWNS INTRODUCED

Posted Jun 17, 2011

Consumer meetings in provincial towns have been introduced aimed at educating the public on water and sanitation matters thereby safeguarding their interests from exploitative tendencies by providers.

The objectives of the Roving Consumer Forum  are to:

  • Increase consumer  awareness on rights and obligations, so that customers can optimize on the benefits under the regulatory framework
  • Monitor customer experiences and provide feedback on visible indicators

which demonstrate the extent to which Water Service Providers deliver in accordance with the set standards, and service agreements.

  • Address unresolved consumer complaints that may have not been captured by the Water Watch Groups (WWGs).

The first forum was held in Kabwe on the 27th May 2011 and brought together the Regulator, the Provider and the Consumer. Over five hundred Kabwe residents assembled at the Civic Centre grounds were the Provincial Minister Honourable Ackimson Banda officiated and delivered a speech which emphasised the need to accelerate service provision in Central Province.

       Consumers raised a number of issues among others;

  • Un-reconciled bills from  time in memorial when Nkana was providing the service
  • Unjustified reconnection fees
  • Fixed billing system despite introduction of meters
  • High water bills
  • Too many water leakages in the townships
  • Failure by the utility company to know its customers

The Utility Company (Lukanga water and sewerage company) pledged to remain relevant to expectations of the customers and government by ensuring that all outstanding customer complaints would be resolved by 5th August 2011, adding that an aggressive information, education and communication programme for both employees and customers would be rolled out.

Publicity materials in the form of leaflets, brochures and books were distributed to residents who also had a chance to visit various tables which demonstrated and explained NWASCO’s mandate in the sector.

The next Forum will be held in September in the  North Western  Provincial capital –Solwezi.

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