Osward M ChandaDirector-NwascoMarch19, 2009

5.3.4 CONSUMER VOICE5.3.4 CONSUMER VOICE

Council

PrivateZambianCompany

49%participation

on capital

Management,leasing

etc. contract

CU Private Private

INSTITUTIONAL FRAMEWORK OF WATER SECTOR IN ZAMBIA

Ministry of

Water1.Water

Resources2.Sector Leader

Ministry of

Local Govt

WaterSupply

&Sanitation

Reports toParliament

WSS Commercialised & Regulated

Institutional set-up of NWASCOInstitutional set-up of NWASCO

- Water + Sanitation ACT- Water + Sanitation ACT- Statutory Instruments- Statutory Instruments

Power and ResponsibilityPower and Responsibility

Appeal ProcessAppeal Process - Minister of Water- Minister of Water- High Court -Appeal- High Court -Appeal

LargeLargeAutonomyAutonomy

- Statutory not ministerial body- Statutory not ministerial body- Own budget from fees- Own budget from fees- Transparent selection of staff- Transparent selection of staff- Private sector salaries- Private sector salaries-Reports to Parliament / MEWDReports to Parliament / MEWD-Engage Public on WSS IssuesEngage Public on WSS Issues

Small sizeSmall sizeLean StructureLean Structure

- Personnel 16- Personnel 16- Fees 2% of Fees 2% of provider’s Turnoverprovider’s Turnover- Part-time Inspectors (15)Part-time Inspectors (15)- Water Watch GroupsWater Watch Groups

Water Watch Groups Consumer Voice in WSS Provision

CONSUMERSImproved Quality and Sustainable

Services For ALL

Regulation & Advisory

WSS Service Provision

Licence &Standards-Inspections

WSS Services-Service Standards

WWG

Delegated Authority representing consumer interests on the ground -Feedback

Awareness, Dialogue, Unresolved ComplaintsTariff adjustment Consultations

Complaints

Unresolved Complaints to CU for Action

Consumer complaint to utility

Response satisfactory

YES

NO

Consumer complaint handled satisfactorily by Water Utility

Consumer complaint to WWG

YES

Response satisfactory

NOWWG presents

complaint to NWASCO

YES

Response satisfactory

NO

NWASCO panalises the provider publicises

failure of utility

Raises Awareness

To water issuesAnd increased responsibility

Increases Accountability

& Responsiveness Among the Service

Providers To complaints

Informed Customers

Demanding Quality Services

ProvideInformation

on provider’s performance/development

of sectorLegitimacyStrengthensConsumer

Voice. NeedsBasis of

Authority

There is need for an

external force (with technical support)

present on the ground

to make service

providers comply with the

regulations

THANK YOU !