The National Water and Sewerage Corporation (NWSC) has launched a Customer Protection Unit, stepping up efforts to improve service delivery and crack-down on corruption within its operations.
The announcement was made on the morning of May 2nd, 2025 by NWSC Managing Director, Dr. Eng. Silver Mugisha, as he presented findings from the latest customer satisfaction survey. According to the report, the customer satisfaction index currently stands at 78%, a slight decline from the previous 80%.
“While 78% is commendable, it’s still below our target and the 82% benchmark achieved by leading utilities in the Netherlands and elsewhere,” Eng. Mugisha noted. “There’s room for improvement, and we must act to close that gap.”
He pointed to the need for more proactive customer engagement, urging teams to provide timely updates on service plans and improve communication across digital platforms, call centers, service centers, and field operations.
A key initiative announced was the formation of the Customer Protection Unit, aimed at safeguarding customers from exploitation and reinforcing accountability within the corporation. The move follows reports of staff soliciting bribes in exchange for services, alongside rising concerns over vandalism and illegal water use.
“To protect our customers and the integrity of our services, we’ve introduced two confidential hotlines; 0788-161568 and 0788-705891, where customers can report cases of bribery, vandalism, and water theft,” he said. “Every report will be handled with absolute confidentiality, and all allegations will be thoroughly investigated.”
To further tighten controls, Eng. Mugisha emphasized that all field staff are required to wear full uniforms and carry valid identification at all times. He encouraged customers to familiarize themselves with the NWSC teams serving their areas and to verify identities using NWSC’s official toll-free lines: 0800100977, 0800200977, and 0800300977.
“Our goal is to deliver water for all, for a delighted customer served by a committed workforce,” he concluded.
With the establishment of the Customer Protection Unit, NWSC hopes to build greater trust with its customers while strengthening its fight against malpractice that undermines service delivery.
