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Osward M Chanda Director-Nwasco March19, 2009

5.3.4 CONSUMER VOICE. WATER WATCH GROUPS: PROVIDING WSS CONSUMERS A VOICE. Osward M Chanda Director-Nwasco March19, 2009. Reports to Parliament. Council. CU. Private. Private. WSS Commercialised & Regulated. INSTITUTIONAL FRAMEWORK OF WATER SECTOR IN ZAMBIA. 1.Water Resources

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Osward M Chanda Director-Nwasco March19, 2009

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  1. 5.3.4 CONSUMER VOICE WATER WATCH GROUPS: PROVIDING WSS CONSUMERS A VOICE Osward M Chanda Director-Nwasco March19, 2009

  2. Reports to Parliament Council CU Private Private WSS Commercialised & Regulated INSTITUTIONAL FRAMEWORK OF WATER SECTOR IN ZAMBIA 1.Water Resources 2.Sector Leader Water Supply & Sanitation Ministry of Water Ministry of LocalGovt Private Zambian Company Management, leasing etc. contract 49% participation on capital

  3. Power and Responsibility - Water + Sanitation ACT - Statutory Instruments - Minister of Water - High Court -Appeal Appeal Process • - Statutory not ministerial body • - Own budget from fees • - Transparent selection of staff • - Private sector salaries • Reports to Parliament / MEWD • Engage Public on WSS Issues Large Autonomy • - Personnel 16 • Fees 2% of provider’s Turnover • Part-time Inspectors (15) • Water Watch Groups Small size Lean Structure Institutional set-up of NWASCO

  4. Water Watch Groups Consumer Voice in WSS Provision Regulation & Advisory Delegated Authority representing consumer interests on the ground -Feedback Licence & Standards -Inspections Unresolved Complaints to CU for Action WWG WSS Service Provision Awareness, Dialogue, Unresolved Complaints Tariff adjustment Consultations Complaints WSS Services -Service Standards CONSUMERS Improved Quality and Sustainable Services For ALL

  5. Consumer complaint to utility Response satisfactory Consumer complaint to WWG NO Response satisfactory WWG presents complaint to NWASCO NO Response satisfactory NWASCO panalises the provider publicises failure of utility NO YES YES YES Consumer complaint handled satisfactorily by Water Utility Consumer Complaints Handling Procedure

  6. Key Messages from WWG Increases Accountability & Responsiveness Among the Service Providers To complaints There is need for an external force (with technical support) present on the ground to make service providers comply with the regulations Raises Awareness To water issues And increased responsibility Provide Information on provider’s performance/ development of sector Legitimacy Strengthens Consumer Voice. Needs Basis of Authority Informed Customers Demanding Quality Services THANK YOU !

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