KAMPALA– The National Water and Sewerage Corporation (NWSC) Managing Director Eng. Dr. Silver Mugisha has announced the launch of a Customer Protection Unit to address corruption, infrastructure vandalism, and illegal water connections within the corporation.
The initiative according to ED Dr. Eng. Silver Mugisha follows a slight decline in customer satisfaction and reports of extortion by individuals posing as staff.
Dr. Mugisha revealed that two confidential hotlines (0788161568 and 0788705891) are now active for reporting bribery, vandalism, or theft. Complaints will be investigated discreetly, with legal action taken against offenders.
To curb impersonation, field staff must now wear uniforms and carry IDs, while customers are urged to verify identities via toll-free lines (0800200977 and 0800300977).
A 2023 survey of 10,000 customers showed a dip in the happiness index from 80% to 78%, citing responsiveness to leaks (77%) and service center efficiency (78%) as key concerns. Water quality scored 80%, though customers were advised to maintain internal plumbing.
To boost supply reliability, NWSC secured €100 million to expand Kampala’s Katosi Water Treatment Plant, construct new tanks in Nansana and Kanyanya, and lay bulk pipelines. Similar projects are underway in Mbarara, Gulu, and Arua. Dr. Mugisha warned against fraudsters creating artificial scarcity to solicit bribes, urging the public to report such acts.
The unit will use a tracking app and digital platforms to manage complaints, ensuring confidentiality and feedback. NWSC, a Digital Impact Africa Award winner, reaffirmed its commitment to “Water for All” through ethical service and infrastructure upgrades.
