Service Level Agreements and Guarantees

The Water Supply and Sanitation Act No. 28 of 1997 requires water supply and sanitation (WSS) service providers to ensure efficient, affordable and sustainable services within their service areas. Therefore, NWASCO requires WSS service providers to guarantee their customers a certain and defined level of service for a specified price, thus ensuring “value for money”, in a Service Level Guarantee (SLG). The SLGs are scrutinised and approved by NWASCO and are required to be displayed at all customer service points for public and consumer reference. Customers may use these SLGs as a basis for airing their complaints.

NWASCO monitors the implementation and advancements of SLGs against formulated targets called Minimum Service Level (MSL) guidelines. MSLs are simply standards which define the acceptable minimum level of service which providers must achieve over a specified timeframe. Where the WSS service providers are not meeting the MSLs, they are required to propose three year progressive movements towards meeting the set targets in an agreement signed with NWASCO called a Service Level Agreement (SLA).

The Minimum Service Levels are measured by ten identified service indicators as indicated below:




SI 1

Coverage of the Service Area

Percentage of population served with drinking water/adequate sanitation services.

SI 2

Drinking Water Quality

Tests carried out and test results within the national standards for drinking water and other requirements stipulated in the NWASCO water quality monitoring guidelines.

SI 3

Service Hours

Water supply hours per day and office opening hours per week to enable attendance to customers.

SI 4

Billing for Services

Meter reading and billing cycles and conditions for payment of bills by customers.

SI 5

Client Contacts

Response time to client complaints and any other requests from customers.

SI 6

Interruption of Water Supply and Blockage of Sewer

Percentage of clients subjected to unplanned interruption of water supply or blockage of sewers.

SI 7

Pressure in the Network and Minimum Flow Rate at the

Customer Point for Water Supply

Minimum flow rate of seven (7) litres/min at customer connection. 

SI 8

Unjustified Disconnections

Percentage of customers subjected to unjustified disconnections in a year (maximum of 0.2% customers).

SI 9

Sewage Flooding

Percentage of customers subjected to sewage flooding in a period (maximum of 0.5% customers).

SI 10

Quality of Discharged Sewer

Chemical and bacteriological parameters in accordance with ZEMA regulations.


Physical Address:
164 Mulombwa Close,
Fairview, Lusaka

Postal Address:
P.O. Box 34358,
Lusaka - Zambia

Complaints Email:
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General Email:
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+260 211 226941/2
Complaints: Toll Free 5252 


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