How NWSC’s New Unit Aims to Restore Customer Trust and Accountability

In a strategic move to restore public confidence and address rising concerns over unethical conduct, the National Water and Sewerage Corporation (NWSC) has launched a dedicated Customer Protection Unit to combat corruption, vandalism, and illegal water use.

The announcement was made Wednesday April 30, 2025, by NWSC Managing Director, Dr Eng Silver Mugisha, who said the initiative is part of the corporation’s broader effort to deliver “Water for All” through a “delighted workforce” to a “delighted customer.” 

“It has come to our attention that some unscrupulous individuals have been extorting money from cHow NWSC’s New Unitustomers in exchange for services, engaging in acts of vandalism of NWSC infrastructure, or abetting illegal water use,” he noted.

To address these issues, Dr  Mugisha revealed that two confidential hotlines, 0788161568 and 0788705891, have been launched for the public to report bribery, infrastructure sabotage, or unauthorized water connections.

He assured the public that reports will be handled confidentially, and disciplinary or legal action would follow validated investigations. He also stressed the importance of customer vigilance, stating, “To further protect customers from imposters posing as NWSC7 staff, the Corporation has tightened internal controls, ensuring all field personnel wear full uniforms and carry valid staff identification cards.”

The move follows a customer service survey involving over 10,000 respondents, which showed a slight dip in NWSC’s customer happiness index from 80% to 78%. While communication and bill payment convenience scored favorably, areas like issue responsiveness and service center care drew lower satisfaction levels.

Dr Mugisha acknowledged the concerns, particularly around reliability in Kampala, and noted that the government has secured over 100 million Euros to evacuate water from the Katosi treatment plant, with supporting infrastructure being built across several key routes and urban centers.

The newly formed unit will operate through hotline reports, WhatsApp submissions, and a digital platform link on NWSC’s online channels.

Each report will go through preliminary checks before a full investigation is initiated. Complainants will receive updates, and confirmed misconduct will result in disciplinary action.

“Some unscrupulous individuals cause artificial scarcity to cheat customers, i.e., say there are no meters or repair materials, and ask for money. Please report these incidents,” Dr Mugisha urged.

The establishment of the Customer Protection Unit marks a significant step in NWSC’s ongoing reforms to improve accountability, transparency, and service quality across Uganda.