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Consumers Engagement Guideline

Promoting Public Participation In Water Services

Regulation, by and large, is about consumer protection in respect to service delivery.  Wasreb acknowledges the need to involve consumers as participants in decisions that affect the way they receive water services.  The empowerment of consumers is in line Kenya’s constitution which recognizes access to water services as a human right. Water Act 2016 under Section 72 requires Wasreb to establish a mechanism for handing complaints from consumers regarding the quality or nature of water services and develop guidelines on the establishment of consumer groups and facilitate their establishment.

Consumer Engagement Guideline

The Consumer Engagement Guideline was developed to facilitate the engagement process between consumers and sector institutions. It defines the roles and responsibilities of various players in consumer engagement and complaints handling.



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