The forms of reporting a complaint and compliment shall be as follows;

a) Public consultations

b) Consumer groups

c) E- mails

d) Consumer feedback forms

e) Telephone calls

f) Face to face

g) Social media (Facebook, X, LinkedIn, Instagram)

Escalation of complaints is as follow;

Resolution of the complaints

Based on the findings, WASREB proposes a resolution, which may include:

Inputs of the procedure

1.Complaints to WASREB can be made through designated channels, such as online complaint forms, email, hotline, or in-person at WASREB offices.

2. Upon receipt of the complaint, it is recorded in the complaints register and directed at the respective Director for action as necessary.

3.The complaint undergoes an initial assessment to determine its nature and validity. This may involve contacting the complainant for additional information.

4. The complaint is escalated to the WSP and/or any other parties involved, for negotiations, corrective actions, or agreements to address the issues raised.

5.WASREB communicates the findings to the complainant. This includes any recommendations, actions taken, or measures to prevent future issues.

6.WASREB maintains records of consumer complaints and resolutions for documentation and reporting purposes. This information contributes to regulatory oversight and the improvement of service quality.