osward m chanda director-nwasco march19, 2009
DESCRIPTION
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 - PowerPoint PPT PresentationTRANSCRIPT
Osward M ChandaDirector-NwascoMarch19, 2009
5.3.4 CONSUMER VOICE5.3.4 CONSUMER VOICE
Council
PrivateZambianCompany
49%participation
on capital
Management,leasing
etc. contract
CU Private Private
INSTITUTIONAL FRAMEWORK OF WATER SECTOR IN ZAMBIA
Ministry of
Water1.Water
Resources2.Sector Leader
Ministry of
Local Govt
WaterSupply
&Sanitation
Reports toParliament
WSS Commercialised & Regulated
Institutional set-up of NWASCOInstitutional set-up of NWASCO
- Water + Sanitation ACT- Water + Sanitation ACT- Statutory Instruments- Statutory Instruments
Power and ResponsibilityPower and Responsibility
Appeal ProcessAppeal Process - Minister of Water- Minister of Water- High Court -Appeal- High Court -Appeal
LargeLargeAutonomyAutonomy
- Statutory not ministerial body- Statutory not ministerial body- Own budget from fees- Own budget from fees- Transparent selection of staff- Transparent selection of staff- Private sector salaries- Private sector salaries-Reports to Parliament / MEWDReports to Parliament / MEWD-Engage Public on WSS IssuesEngage Public on WSS Issues
Small sizeSmall sizeLean StructureLean Structure
- Personnel 16- Personnel 16- Fees 2% of Fees 2% of provider’s Turnoverprovider’s Turnover- Part-time Inspectors (15)Part-time Inspectors (15)- Water Watch GroupsWater Watch Groups
Water Watch Groups Consumer Voice in WSS Provision
CONSUMERSImproved 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 ComplaintsTariff adjustment Consultations
Complaints
Unresolved Complaints to CU for Action
Consumer complaint to utility
Response satisfactory
YES
NO
Consumer complaint handled satisfactorily by Water Utility
Consumer complaint to WWG
YES
Response satisfactory
NOWWG presents
complaint to NWASCO
YES
Response satisfactory
NO
NWASCO panalises the provider publicises
failure of utility
Raises Awareness
To water issuesAnd increased responsibility
Increases Accountability
& Responsiveness Among the Service
Providers To complaints
Informed Customers
Demanding Quality Services
ProvideInformation
on provider’s performance/development
of sectorLegitimacyStrengthensConsumer
Voice. NeedsBasis 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 !