1. 20 – 22 November, 2007

2. Background Water Watch Groups in WSS Framework Establishment of the Water Watch Groups –Recruitment Process The Roles & Functions of WWG Operations of WWGs Achievements, Funding & Challenges

3. BACKGROUND Water Reforms in Zambia :1993-2000 Establishment of a Water Regulator - National Water Supply & Sanitation Council (NWASCO) Commercialisation of water supply service provision Mandate of NWASCO Includes - safe guard WSS consumer Interests. Nwasco licenses all service providers

4. Water Watch Groups in WSS Framework CONSUMERS Improved Quality and Sustainable Services For ALL Regulation & Advisory WWG Delegated Authority representing consumer interests on the ground WSS Service Provision Licence & Standards Awareness, receive Unresolved Complaints WSS Services Complaints

5. ESTABLISHMENT OF WATER WATCH GROUPS What are Water Watch Groups? –volunteers from the community whose main objective is to represent consumer interests in the sector and provide information to consumers on service delivery Why WWGs? –Involvement of consumers in water & Sanitation Services monitoring –Monitoring performance on the ground –Handling unresolved consumer complaints –Independent information on services, rights & roles of stakeholders

6. RECRUITMENT PROCESS Advert by NWASCO in public media Candidates are short listed and interviewed Successful candidates undergo induction: Roles, Responsibilities & Service Standards Signing of Memorandum of Understanding (one year contract) Members Issued with identity cards Introduced to the Water Utility/Provider Avoid people with strong political inclination Ensure broad representation of Customers etc

7. ROLE & FUNCTIONS OF WATER WATCH GROUPS Receive and Validate previously unresolved complaints Compile records of complaints & Actions taken Sensitise consumers on their rights and obligations Collect information on performance of providers (Service Level) & submit to NWASCO Facilitate meetings between Consumers & Water Utility/providers

8. ROLE & FUNCTIONS OF WATER WATCH GROUPS Educate consumers on the role and functions of NWASCO Inform NWASCO on effectiveness of the regulations and suggest possible adjustments Participate in conferences, exhibitions workshops to create public awareness and gain knowledge

9. Serving the urban poor using communal water points

10. OPERATIONS OF WWGS Co-ordinator for each group elected by fellow members Each group meets twice a month and whenever necessary NWASCO PRO oversees operations NWASCO provides logistical support to the WWGs and funds all operational activities Funds given quarterly

12. THE IMPACT WATER WATCH GROUP`S ACTIVITIES Increased Public awareness amongst staff of Water utilities & members of the public Expedited handling of customer complaints by Water Utilities Good feedback on impact of policies on the ground

13. IMPACT CONT’D Influenced change of customer complaint handling procedures: –a senior employee supervises the customer relations unit. – customer satisfaction in the complaints handling. Great appreciation of independent information to low-income & peri-urban areas; ‘WWG make a difference to the water utility, often on issues which the water utility might feel will not come to the attention of the regulator but are picked up by the water watch group and the utility asked to act’.

14. IMPACT CONT’D Facilitating Dialogue: water utility & Consumers -deficiencies in the service delivery & non payment. Energy & Communication regulators found concept good and chose to partner with Nwasco Three regulators -Entered MOU, Now concept includes energy and communication –Name change: CONSUMER WATCH GROUPS –Established in 7 towns Increased consumer confidence in complaints procedure

15. Growing demand for WWGs establishment around the country Capacity building of existing WWGs for effective representation Managing the varied expectations between 3 sectors Financial management of Consumer WGs

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