1. Department : Water Affairs & Forestry Directorate : WS Regulation DEPARTMENT OF WATER AFFAIRS AND FORESTRY WATER SERVICES REGULATION By Bongiwe Msane 05-06 March 2007 “the objective of regulator is to protect the interests of the consumer and the public”

2. Department: Water Affairs & Forestry Directorate : WS Regulation RESPONSIBILITY TO REGULATE  National Regulation: DWAF must regulate nationally to ensure compliance with legislative and policy requirements.  Local Regulation: WSA’s must regulate locally to ensure compliance by water services providers.

3. Department: Water Affairs & Forestry Directorate : WS Regulation DIRECTORATE: WATER SERVICES REGULATION 3 main sub-directorates  Technical Regulation (norms and standards)  Legal, accountability and Contract Regulation (examines appropriate contracting practice, enforce legal compliance to WSA’s)  Economic Regulation (tariffs and investments, efficiency of service provision)

4. Department: Water Affairs & Forestry Directorate : WS Regulation PROJECTS IN PROGRESS  National Water Services Regulatory Strategy (To be finalized soon)  Review Drinking Water Quality Management System  Regulatory Performance Measurement System  Raising Citizen’s Voice  Water Services Consumer Survey  Independent Regulator Study  Benchmarking  Enforcement Protocol

5. Department: Water Affairs & Forestry Directorate : WS Regulation NATIONAL REGULATION STRATEGY  Development of a strategy to ensure the effective regulation of water services in SA  To be completed and communicated to stakeholders - 2007

6. Department: Water Affairs & Forestry Directorate : WS Regulation DRINKING WATER QUALITY  To improve the quality of drinking water (portable water)  A framework on Drinking Water Quality Management

7. Department: Water Affairs & Forestry Directorate : WS Regulation REGULATORY PERFORMANCE MANAGEMENT SYSTEM  Aims to measure performance in designated key performance areas and generate the required regulatory actions to address non-performance and improve business practice.  Presented to regions  Pilot process to commence soon

8. Department: Water Affairs & Forestry Directorate : WS Regulation CONSUMER SURVEY  Annually  Primary objective is to measure the service level delivery level satisfaction amongst consumers  Assist DWAF to verify performance of institutions against reported service delivery indicators  Questionaires developed  Published in the Annual Regulation Report

9. Department: Water Affairs & Forestry Directorate : WS Regulation INDEPENDENT REGULATOR STUDY To look at the readiness of the sector for an Independent Regulator Study in its final stages Expected to be finalized in five months time

10. Department: Water Affairs & Forestry Directorate : WS Regulation Raising Citizen’s Voice  Seeks to improve accountability and responsiveness of the public sector in water and sanitation services provision (HOW?) Strengthening the ability of citizens to hold the municipalities to account Supporting the municipal water dept. to undertake a paradigm shift by becoming more responsive to the issues raised by the public  Piloted in Western Cape – 2006  To be rolled out to two provinces – KZN and FS

11. Department: Water Affairs & Forestry Directorate : WS Regulation BENCHMARKING To improve the overall performance of water service authorities and municipal water service providers  DWAF, WRC and SALGA has undertaken joint benchmarking initiative  Useful tool for regulation  Focus is on municipal benchmarking

12. Department: Water Affairs & Forestry Directorate : WS Regulation NATIONAL DWAF CALL CENTRE  Established to increase accessibility of DWAF to the consumers & municipalities  To improve customer service  Assist the Directorate to fulfill its responsibilities towards the general public  Focus not only on water related issues but also to forestry matters  Toll free number is 0800 200 200

13. Department: Water Affairs & Forestry Directorate : WS Regulation Intervention Protocol  This aims at answering the question what happens when there is non – compliance  Developed and presented in regions

14. Department: Water Affairs & Forestry Directorate : WS Regulation I THANK YOU