Customers Responsibilities

Customer Responsibilities

To facilitate the provision of the above services in a sustainable manner, the customer shall also be expected to do the following:
• Treat the NAWASSCO staff with courtesy
• Pay for bills invoiced promptly.
• Avail all information requested by NAWASSCO for execution of service.
• Facilitate access to meters for proper readings, maintenance and inspection of the supply line.
• In case of absence during meter reading activity(s) kindly avail your meter readings (black digits on the meter) to the zonal office to avoid estimated bills.
• Abide with the legal requirements and abstain from acts of illegal usage of water.
• Raise complaints promptly and within the valid time period.
• Avoid collisions and compromises that would lead to defrauding the organization
• Report any pipe leaks/bursts, sewer blockages, missing manhole covers etc. promptly to the company.
• Avoid construction of permanent structures on water and sewer service lines.
• Report to NAWASSCO all matters that they deem to have negative impact on service provision and especially any illegal practices observed in their area. NAWASSCO shall treat the reports with utmost confidence.

How To Lodge A Complaint

Customers are encouraged to forward complaints, Suggestions and compliments through the:

or walk-in (face to face) platforms.
While complaints will be treated in confidence, complainants are encouraged to identify themselves to lend credibility to their complaints