In a bid to enhance customer satisfaction and uphold integrity, the National Water and Sewerage Corporation (NWSC) has launched a dedicated Customer Protection Unit aimed at fighting corruption, vandalism, and illegal water use.
Announcing the initiative on Wednesday, NWSC Managing Director Eng. Dr. Silver Mugisha said the move reinforces the corporation’s vision of delivering “Water for All” through a “delighted workforce to a delighted customer.”
Dr. Mugisha revealed that the decision follows growing concerns over incidents of extortion, impersonation, and infrastructure sabotage, which have eroded public trust and slightly impacted the corporation’s customer happiness index—dropping from 80% to 78%, according to a recent survey of over 10,000 customers.
“We have received reports of individuals extorting money, damaging infrastructure, or abetting illegal water use. These acts not only affect our service delivery but also tarnish our reputation,” Dr. Mugisha stated.
To tackle these issues, NWSC has introduced two confidential hotlines — 0788161568 and 0788705891 — where the public can report cases of bribery, vandalism, and water theft. Complaints can also be submitted via WhatsApp.
All reports will be treated with strict confidentiality, followed by thorough investigations and appropriate disciplinary or legal action.
A new tracking system and dedicated online reporting platform are also being rolled out to streamline the process and provide feedback to complainants.
Crackdown on Impostors
To safeguard customers from fraudsters posing as NWSC staff, the corporation has strengthened internal controls.
All field staff are now required to wear full uniforms and carry valid staff IDs. Customers are encouraged to familiarize themselves with NWSC personnel in their areas and verify any suspicious individuals using the corporation’s toll-free lines: 0800200977 and 0800300977.
“We urge customers not to fall prey to anyone demanding bribes or claiming there are no meters or materials unless they are paid extra. Such reports should be brought to our attention immediately,” Dr. Mugisha emphasized.
Boosting Supply Reliability
Responding to survey feedback, NWSC is also investing in infrastructure to stabilize water supply, particularly in Kampala.
A government-backed project—funded with over €100 million—is underway to evacuate water from the new Katosi water treatment plant.
The initiative includes laying bulk water mains, constructing storage tanks on Kabulengwa and Kanyanya hills, and installing high-capacity pumps at Ggaba water works.
Dr. Mugisha noted that similar infrastructure upgrades are being implemented in Isingiro, Mbarara, Masaka, Mbale, Gulu, and Arua, supporting the national goal of 100% water service coverage.
Enhancing Digital Service Delivery
As a multiple-time winner of the Digital Impact Africa Awards, NWSC continues to invest in digital innovations to improve customer experience.
The new Customer Protection Unit complements existing efforts to build a more transparent, responsive, and accountable utility service.
“You cannot improve what you don’t understand,” Dr. Mugisha said. “Our surveys give us valuable insights that help shape better service delivery.”
The corporation reaffirmed its commitment to ethical conduct, improved responsiveness, and customer-centered service, pledging that the new unit will play a key role in restoring public trust.
