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Osward M Chanda Director-Nwasco March19, 2009 5.3.4 CONSUMER VOICE5.3.4 CONSUMER VOICE.

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Presentation on theme: "Osward M Chanda Director-Nwasco March19, 2009 5.3.4 CONSUMER VOICE5.3.4 CONSUMER VOICE."— Presentation transcript:

1 Osward M Chanda Director-Nwasco March19, 2009 5.3.4 CONSUMER VOICE5.3.4 CONSUMER VOICE

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

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

4 Water Watch Groups Consumer Voice in WSS Provision CONSUMERS Improved 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 Complaints Tariff adjustment Consultations Complaints Unresolved Complaints to CU for Action

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

6 Raises Awareness To water issues And increased responsibility Increases Accountability & Responsiveness Among the Service Providers To complaints Informed Customers Demanding Quality Services Provide Information on provider’s performance/ development of sector Legitimacy Strengthens Consumer Voice. Needs Basis 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 !

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