The National Water and Sewerage Corporation (NWSC) has launched a dedicated Customer Protection Unit to combat corruption, vandalism, and illegal water use. This move comes amid rising concerns over extortion and a slight decline in public trust in the utility’s services. The new unit aims to safeguard customers and reinforce NWSC’s commitment to providing safe, affordable water through transparent and accountable systems.

NWSC Managing Director, Eng. Dr. Silver Mugisha, announced the initiative on Wednesday, describing it as a crucial step in addressing misconduct and protecting consumers. He revealed that the corporation had received reports of individuals demanding bribes for services, damaging water infrastructure, and facilitating illegal water connections. To tackle these issues, NWSC has introduced two confidential hotlines where the public can report any suspicious activities.

The hotline numbers, 0788161568 and 0788705891, will allow customers to report cases of bribery, vandalism, or water theft anonymously. Eng. Mugisha assured the public that all reports would be handled with strict confidentiality, thoroughly investigated, and followed by appropriate action against offenders.

NWSC is widely recognized as Uganda’s best-performing utility provider and one of the most efficient public agencies in the country. Known for its extensive service coverage, digital innovation, and consistent infrastructure investments, the corporation has earned multiple accolades, including the prestigious Digital Impact Africa Awards. Its commitment to transparency and customer satisfaction has set a high standard in public service delivery, making it a model for other institutions in the region.

To further protect customers, NWSC has tightened internal controls to prevent impersonation. Eng. Mugisha urged the public to be vigilant and verify the identities of field staff by checking uniforms and valid identification cards. He also encouraged customers to familiarize themselves with NWSC teams serving their areas and to use the corporation’s toll-free service inquiry lines—0800200977 and 0800300977—for verification.

The decision to establish the Customer Protection Unit was partly influenced by a customer service survey conducted last year, which sampled over 10,000 customers. The survey revealed a slight drop in the customer happiness index from 80% to 78%. While areas like bill payment convenience and communication scored well at 80%, responsiveness to issues such as leakages and billing scored 77%, and customer care at service centers registered 78%. Water quality, which NWSC insists meets 100% of drinking standards, scored 80%, though customers were reminded to maintain their internal plumbing.

Eng. Mugisha emphasized the importance of such surveys in identifying areas for improvement. “You cannot improve what you don’t know,” he said. The survey also highlighted concerns about water supply reliability in some areas, particularly Kampala. In response, Mugisha assured the public that the government had secured over 100 million Euros to enhance water distribution from the new Katosi water treatment plant. This project aims to stabilize supply in the capital and improve services along key routes such as Bombo Road-Matugga, Wakiso-Nansana Road, and Gayaza Road.

The initiative includes constructing new water tanks on Nansana Kabulengwa Hill and Kanyanya Hill, as well as laying bulk water mains. Additionally, NWSC is installing heavy-duty pumps at the Ggaba waterworks to boost efficiency and increase supply to Kampala. Similar projects are underway in other urban centers, including Isingiro, Mbarara, Masaka, Mbale, Gulu, and Arua, as part of the government’s push for 100% water coverage nationwide.

Mugisha also addressed reports of individuals creating artificial scarcity to extort money from customers. Some unscrupulous persons allegedly claim shortages of meters or repair materials to solicit bribes for faster service. He urged the public to report such incidents using the newly launched hotlines.

The Customer Protection Unit is the latest in a series of measures by NWSC to enhance staff integrity and service delivery. The unit will operate by receiving complaints via phone calls or WhatsApp messages to the dedicated hotlines. A tracking application has been developed, and a dedicated link has been added to NWSC’s digital platforms for easy reporting.

Once a complaint is lodged, preliminary checks will be conducted, and valid cases will proceed to full investigation. Depending on the findings, disciplinary or legal action will be taken against implicated individuals. Complainants will receive updates and feedback throughout the process.

As a recipient of multiple Digital Impact Africa Awards for its customer service innovations, NWSC continues to prioritize ethical conduct and efficient service delivery. The corporation remains committed to its vision of “Water for All, For a Delighted Customer By a Delighted Workforce.” With the launch of the Customer Protection Unit, NWSC aims to restore and strengthen public confidence, ensuring that every Ugandan has access to clean, affordable water without fear of exploitation.

The public is encouraged to actively participate in this initiative by reporting any misconduct, as collective vigilance is key to eliminating corruption and improving service delivery. NWSC’s proactive approach demonstrates its dedication to accountability and customer satisfaction, setting a strong example for other public institutions to follow.