Safe water is a necessity that shapes daily life, health, and dignity. So when that access is threatened by corruption, impersonation, and exploitation, public frustration naturally grows. In a bold move to restore trust and reinforce accountability, the National Water and Sewerage Corporation (NWSC) has launched a dedicated Customer Protection Unit, whose mandate is to protect customers from fraud, misuse of authority, and any form of unethical behavior related to water service delivery. It’s a response to mounting reports of individuals posing as NWSC staff to solicit bribes, tampering with infrastructure, or creating artificial scarcity of essential items like water meters to extort money.
This new effort is grounded in the belief that customers deserve both excellent service delivery and transparency. The NWSC Managing Director, Dr. Eng. Silver Mugisha, announced the rollout of two confidential hotlines, 0788161568 and 0788705891, allowing the public to report suspicious activity directly. WhatsApp messaging has also been enabled, and a digital case-tracking system will ensure each complaint is followed through with integrity and discretion.
“If you witness corruption, vandalism, or illegal water connections, speak up,” Dr. Mugisha urged. “Every report will be handled confidentially. The power to improve public service lies with all of us.”
“If you witness corruption, vandalism, or illegal water connections, speak up,” Dr. Mugisha urged. “Every report will be handled confidentially. The power to improve public service lies with all of us.”
The decision to act decisively came after a recent customer satisfaction survey, which gathered feedback from more than 10,000 users. Though the overall satisfaction index dipped only slightly, from 80% to 78%, it was enough to prompt a deeper look at underlying concerns including billing irregularities, slow repair responses, and imposter staff exploiting vulnerable customers.
To address this, NWSC is reinforcing internal checks, with field staff now required to wear clearly branded uniforms and carry official identification at all times. Customers are encouraged to verify anyone claiming to be from NWSC by calling the toll-free lines: 0800200977 or 0800300977.
The Customer Protection Unit arrives at a time when NWSC is also scaling up infrastructure across the Kampala metropolitan area. With over €100 million secured to support water distribution from the new Katosi Water Treatment Plant, the corporation is investing in new reservoirs, expanding bulk supply mains, and upgrading pumping stations like those at Ggaba. These projects aim to reduce supply gaps that, in the past, have been manipulated by fraudsters to charge illegal fees or demand bribes.
This accountability push might have started out as a means to weed out wrong-doing, but will in the long run redefine the role of the customer in public service. Dr. Mugisha emphasised this, “We cannot build a better utility without the involvement of the people we serve. Protecting public infrastructure is a shared duty.”
