The National Water and Sewerage Corporation (NWSC) has launched a dedicated Customer Protection Unit aimed at fighting corruption, preventing infrastructure vandalism, and curbing illegal water use.
The initiative follows a slight drop in customer satisfaction and rising reports of bribery and impersonation by individuals claiming to work for NWSC. Managing Director Eng. Dr. Silver Mugisha announced the new measures during a press briefing on Wednesday, underscoring NWSC’s commitment to clean water access and ethical service.
“We’ve received reports of people demanding bribes, vandalizing infrastructure, or connecting water illegally. This unit is here to stop that,” said Dr. Mugisha.
Confidential Hotlines and Tighter Controls
To encourage public reporting, NWSC introduced two confidential hotlines — 0788161568 and 0788705891 — accessible via voice or WhatsApp. Reports will be handled discreetly, with valid cases thoroughly investigated. Offenders will face disciplinary or legal action, and whistleblowers will receive feedback on the outcome.
NWSC is also tightening internal operations. All field workers must now wear full uniforms and carry valid ID cards. Customers are urged to verify staff identities using NWSC’s toll-free lines: 0800200977 and 0800300977.
The Numbers Behind the Move
A recent customer service survey involving over 10,000 respondents showed the “customer happiness index” dipped slightly from 80% to 78%. While billing convenience and communication scored high, responsiveness and in-person customer care were areas of concern. Water quality remained at 80%, with NWSC reiterating that internal plumbing maintenance remains the customer’s responsibility.
The survey also revealed that in some areas, particularly Kampala, service reliability remains a challenge. Dr. Mugisha attributed this to rapid urban expansion and emphasized that relief is underway through major infrastructure upgrades.
Major Infrastructure Boosts Incoming
NWSC has secured over €100 million to improve water delivery from the new Katosi treatment plant. The project includes new reservoirs in Nansana and Kanyanya, bulk water pipelines, and heavy-duty pumps at Ggaba. These upgrades are expected to stabilize supply along key corridors such as Bombo Road–Matugga and Wakiso–Nansana.
Similar infrastructure improvements are rolling out in other urban centers including Mbarara, Gulu, Mbale, and Arua, as part of Uganda’s broader goal to achieve full water coverage.
Fighting Extortion and Artificial Scarcity
NWSC has also received reports of individuals creating artificial shortages — claiming a lack of meters or repair materials — to extort money from desperate customers.
“We urge the public to report anyone asking for money to speed up services,” said Dr. Mugisha. “That’s not how we operate.”
How the Unit Works
- Report channels: Call or WhatsApp 0788161568 / 0788705891
- Tracking system: Complaints logged via NWSC’s digital platforms
- Process: Initial review → Investigation → Action → Feedback to complainant
This move aligns with NWSC’s ongoing drive for service excellence and ethical conduct. A multiple-time winner of Digital Impact Africa Awards, the corporation says the new unit is another step toward fulfilling its mission: Water for All, by a Delighted Workforce, for a Delighted Customer.