The WWGs perform the following functions:
- To represent the interests of consumers in the WSS Sector
- Follow up unresolved consumer complaints
- Improve communication between consumers and providers
- Arbitrate in conflicts between consumers and service providers
- Sensitise consumers (i.e. the poor) on their rights and obligations
- Educate consumers on the role and functions of NWASCO
- Collect information on performance of providers
- Inform NWASCO on effectiveness of the regulations and propose possible adjustments
- Create public awareness of WWGs existence – through public meetings, seminars, workshops, exhibitions
The WWG in carrying out consumer sensitisation, mainly use the media, popular theatre in Peri-urban areas, participate in workshops and debates, and open air meetings. Consumers are sensitised on their rights and obligations; on the proper use of water and timely payment of bills as well as guarding against vandalism through the holding of public meetings. The media is used as a forum for exchange of information with WSS customers. Promotional materials are also distributed and used as a source of information.
Activities of WWGs include:
- Holding public meetings with consumers
- Holding meetings to review/validate complaints
- Engaging in outreach and publicity programs via sensitization meetings, TV and Radio broadcasts, media fora
- Submitting periodic reports to NWASCO including feedback from consumers
- Participation at workshops, conferences etc.
- Recruitment, training & orientation of new WWGs The Lusaka WWG was the first to be set up as a pilot project in 2002.
The demand for WWGs has increased with more people getting to appreciate the value addition and impact on the ground. Consequently, in towns where there are no WWGs, people are requesting to be recognised as WWGs. However, due to the demand of monitoring as well as the cost involved, NWASCO has been cautious with the rate of establishing WWGs. Establishment of WWGs has therefore been phased. So far 8 WWGs have been established across the country. WWGs are now present in Kitwe, Chingola, Ndola, Luanshya, Mufulira, Kasama Lusaka and Mpika. It is NWASCO’s plan to eventually have a WWG in each major town and four additional WWGs are going to be established every year.
Due to the very high impact on consumer participation and utility response to complaints the energy and telecommunication regulators have come forward to join hands with NWASCO and eight of the WWG have been transformed into consumer watch groups to address energy and telecommunication issues as well.