20 – 22 November, 2007

• Background • Water Watch Groups in WSS Framework• Establishment of the Water Watch Groups

– Recruitment Process

• The Roles & Functions of WWG• Operations of WWGs• Achievements, Funding & Challenges

BACKGROUND

• Water Reforms in Zambia :1993-2000• Establishment of a Water Regulator -

National Water Supply & Sanitation Council (NWASCO)

• Commercialisation of water supply service provision

• Mandate of NWASCO Includes - safe guard WSS consumer Interests.

• Nwasco licenses all service providers

Water Watch Groups in WSS Framework

CONSUMERSImproved Quality and Sustainable

Services For ALL

Regulation & Advisory

WWG

Delegated Authority representing consumer interests on the ground

WSS Service Provision

Licence &Standards

Awareness, receive Unresolved Complaints

WSS ServicesComplaints

ESTABLISHMENT OF WATER WATCH GROUPS

• What are Water Watch Groups?– volunteers from the community whose main objective

is to represent consumer interests in the sector and provide information to consumers on service delivery

• Why WWGs?– Involvement of consumers in water &

Sanitation Services monitoring– Monitoring performance on the ground– Handling unresolved consumer complaints– Independent information on services, rights &

roles of stakeholders

RECRUITMENT PROCESS

• Advert by NWASCO in public media• Candidates are short listed and interviewed• Successful candidates undergo induction: Roles,

Responsibilities & Service Standards

• Signing of Memorandum of Understanding (one year contract)

• Members Issued with identity cards• Introduced to the Water Utility/Provider• Avoid people with strong political inclination• Ensure broad representation of Customers etc

ROLE & FUNCTIONS OF WATER WATCH GROUPS

• Receive and Validate previously unresolved complaints

• Compile records of complaints & Actions taken

• Sensitise consumers on their rights and obligations

• Collect information on performance of providers (Service Level) & submit to NWASCO

• Facilitate meetings between Consumers & Water Utility/providers

ROLE & FUNCTIONS OF WATER WATCH GROUPS

• Educate consumers on the role and functions of NWASCO

• Inform NWASCO on effectiveness of the regulations and suggest possible adjustments

• Participate in conferences, exhibitions workshops to create public awareness and gain knowledge

Serving the urban poor using communal

water points

OPERATIONS OF WWGS

• Co-ordinator for each group elected by fellow members

• Each group meets twice a month and whenever necessary

• NWASCO PRO oversees operations

•NWASCO provides logistical support to the WWGs and funds all operational activities •Funds given quarterly

THE IMPACT WATER WATCH GROUP`S ACTIVITIES

• Increased Public awareness amongst staff of Water utilities & members of the public

• Expedited handling of customer complaints by Water Utilities

• Good feedback on impact of policies on the ground

IMPACT CONT’D

• Influenced change of customer complaint handling procedures: – a senior employee supervises the customer

relations unit. – customer satisfaction in the complaints  handling.

• Great appreciation of independent information to low-income & peri-urban areas;

‘WWG make a difference to the water utility, often on issues which the water utility might feel will not come to the attention of the regulator but are picked up by the water watch group and the utility asked to act’.

IMPACT CONT’D

• Facilitating Dialogue: water utility & Consumers -deficiencies in the service delivery & non payment.

• Energy & Communication regulators found concept good and chose to partner with Nwasco

• Three regulators -Entered MOU, Now concept includes energy and communication– Name change: CONSUMER WATCH GROUPS– Established in 7 towns

• Increased consumer confidence in complaints procedure

• Growing demand for WWGs establishment around the country

• Capacity building of existing WWGs for effective representation

• Managing the varied expectations between 3 sectors

• Financial management of Consumer WGs

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