Complaints Handling Procedure
Customers who are dissatisfied with any service, decision, or conduct of the Authority are encouraged to lodge a formal complaint through any of the following channels:
- Online: Complete and submit the Customer Complaint Form available on the NWRA website
- In person: Visit any NWRA office and request assistance from the Customer Service Desk.
- Email: Send details of your complaint : ceo@nwra.mw
- Postal mail: Address your written complaint to The Customer Service Manager, National Water Resources Authority, [Postal Address].
- Telephone: Call the customer service hotline provided on our website.
Every complaint received will be acknowledged within two (2) working days through email, phone call, or letter.
The acknowledgment will include a reference number for tracking purposes.
- The complaint will be reviewed and assigned to the appropriate department or officer for investigation and resolution.
The relevant officer will investigate the matter and take appropriate corrective action.
The Authority aims to resolve all complaints within ten (10) working days.
If a complaint requires more time due to complexity, the customer will be informed of the progress and expected completion date.
The customer will receive a written or verbal response outlining the findings and actions taken.
If the customer is dissatisfied with the outcome, they may request a review or appeal to a higher authority within the NWRA.
- All complaints are recorded and analyzed periodically to identify trends, recurring issues, and opportunities for improving service delivery.
Compliments and Suggestions
Customers are also encouraged to share positive feedback or suggestions for improvement through the same channels. All feedback is valued and contributes to better service delivery and stakeholder satisfaction.
