MyWatSan is your Complaints Platform for the submission of water and sewerage complaints to your water supply and sanitation provider. Unresolved complaints will be automatically escalated to the regulator, NWASCO.

Your complaints will never remain unresolved.


Complaints Procedure

At one time or another, a consumer experiences dissatisfaction with their level of service and will wish to raise the complaint with their provider. But before you rush to complain, it is important to know what type of service you have been guaranteed. For water supply and sewerage services, your service provider is required to guarantee you a certain level of service for a specified period by the regulator - the National Water Supply and Sanitation Council (NWASCO). These levels of service are stipulated in a Service Level Guarantee which must be displayed at any pay-point. If the service you are receiving is below the guarantee, then you have every right to complain!

Who should I address my complaint to ?

Your water and sewerage company will have a branch in charge of your area. Address your complaint to the manager of the branch, preferably in writing. Whichever way you report the complaint, ensure you are given a complaint number for reference.

How long should I wait for my complaint to be addressed ?

Your water and sewerage company has guaranteed the time within which they will respond to your complaint. Look for this under Client Contacts on the Service Level Guarantee displayed at any pay-point. The response should stipulate how long they will take to rectify your complaint and the procedure to be taken to do so.

I have reported my complaint to my provider but it is not being resolved! What do I do?

If you have reported your complaint to your provider and you have received no response within the guaranteed time, or your complaint is not resolved within the stipulated timeframe, then contact NWASCO. You can submit your complaint to NWASCO:

Call toll-free on 5252 from Zamtel

Online Submission Form

Send a message via Facebook or Twitter

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