SERVICE LEVEL GUARANTEE

DRINKING WATER QUALITY: EWSC assures its customers an adequate water-testing programme for quality control and guarantee customers that the test results conform to national drinking water standards.
SERVICE HOURS: EWSC assures its customers of a certain daily time average of water supply at connections, as well as the operating hours of public service points.
BILLING FOR SERVICES: EWSC will issue its customers a water meter to ensure that they accurately pay for what they consume. It is the responsibility of EWSC to ensure that meters are regularly and correctly read and that subsequent bills are issued to customers. In turn, customers have a responsibility to ensure that payments are made at most two weeks from time of bill receipt.
CLIENT CONTACTS: EWSC contact information is easily accessible. Customers' queries, such as billing and water supply complaints, are required to be reasonably and expediently attended to.
INTERRUPTION OF WATER SUPPLY AND BLOCKAGE OF SEWER: EWSC guarantees its Customers to not be subjected to unplanned or unannounced supply interruptions or sewer shutoffs beyond given limits. As a matter of convenience, EWSC will always endeavour to inform its customers in reasonable time of an interruption.
PRESSURE IN THE NETWORK FOR WATER SUPPLY: EWSC Customers are guaranteed to a minimum flow rate of water at their connections. Where this is not technically possible, only a limited proportion of customers should be affected in a particular area.
UNJUSTIFIED DISCONNECTIONS: EWSC will endeavour to limit unwarranted disconnections that they can impose on their customers. On the other hand, customers may demand compensation should they be unjustifiably disconnected.
SEWEGE FLOODING: EWSC guarantees to institute maintenance measures to avoid occurrences of sewege flooding and in the unfortunate event of occurrence, EWSC ensures speedy redress.

FAQs

Q. What is the quality of water offered by EWSC?: EWSC has not less than 95% water quality tests results to meet the WHO standards and Zambian Standards. Water supply will not be less than the following hours in the districts:

  • Chadiza = 12hrs
  • Chama = 16hrs
  • Chipata = 16hrs
  • Katete = 24hrs
  • Lundazi = 16hrs
  • Mambwe = 24hrs
  • Nyimba = 16hrs
  • Petauke = 16hrs

Q. For how many hours are EWSC offices open?: Offices and pay point outlets are open 40hrs per week. Visit Payment Outlets for working hours.
Q. How many times is my meter read?: The water meter is read once every month and customers should receive a bill every month.
Q. When am I required to pay my bill?: Customers are expected to settle their bills before the 10th day of the following month.
Q. How do I know if there will be any interruptions?: If there will be a water interruption of more than 24 hours, customers will be informed of the cause via media channels.
Q. How long will I be at your offices before I pay my bill or file in my complaint?: Waiting time for paying bill or filing In complaint is 15 minutes maximum.
Q. How long do I have to wait before my complaint is attended to?: Response time on written complaints is 5 days and other complaints resolution times are displayed on the SLG at every EWSC pay point.
Q. If my meter is not working properly, how long before it is tested?: Response time for meter testing is 3 days.
Q. How long does it take before I am connected to the EWSC line?: Response time for paid new connection is 10 working days.
Q. Do I need to pay for reconnection if I was disconnected by mistake?: Customers erroneously disconnected will be reconnected without demanding for reconnection fee.
Q. What are the EWSC Tariffs?:

Download Tariffs

COMPLAINTS REPORTING AND HANDLING

Who should I address my complaint to?

Customer lodges complaint at Customer Relations desk or addressed to the District Manager who will then assign a complaint to a relevant Staff. Customers can also lodge a complaint through MYWATSAN PLATFORM .

How long should I wait for my complaint to be addressed?

Time frame might vary depending on the nature of a complaint but relevant staff attends to complaint as soon as it assigned to him/her.
Customer and District Manager are expected to sign off the complaint after being resolved.

I have reported my complaint to EWSC but it is not being resolved! What do I do?

If not resolved at District office, Customer escalates complaint to Head Office and If not resolved at Head Office, Customer escalates complaint to National Water and Sanitation Council (NWASCO).

E-PAYMENTS

(1) Dial *778#
(2) SELECT OPTION 4-MAKE PAYMENT
(3) SELECT OPTION 3-WATER PAYMENT
(4) SELECT OPTION 4-EASTERN WATER
(5) SELECT OPTION 1-EASTERN WATER ACC No
(6) ENTER AMOUNT
(7) ENTER YOUR AIRTEL MONEY PIN
(8) CONFIRMATION SMS OF PAYMENT WILL COME
Please keep your confirmation SMS as proof of payment !!!

(1) Dial *303#
(2) SELECT OPTION 2-PAY BILLS
(3) SELECT OPTION 2-UTILITIES
(4) SELECT OPTION 7-EASTERN WATER
(5) ENTER YOUR EWSC ACC No
(6) ENTER AMOUNT
(7) ENTER YOUR MTN MOBILE PIN
(8) CONFIRMATION SMS OF PAYMENT WILL COME
Please keep your confirmation SMS as proof of payment !!!

Dial *427#
(1) Login to investrust cellphone banking
(2) SELECT OPTION 3-Bill Payments
(3) SELECT OPTION 7-Water
(4) SELECT OPTION 1-Eastern Water
(5) Enter Amount
(6) SELECT OPTION 2-Reference number prompt
(7) SELECT OPTION 1-To confirm payment
(8) CONFIRMATION SMS OF PAYMENT WILL COME
Please keep your confirmation SMS as proof of payment !!!

(1) Dial *344#
(2) SELECT OPTION 4-PAY BILL
(3) SELECT OPTION 3-WATER
(4) SELECT OPTION 1-EASTERN WATER & SEWERAGE
(5) ENTER METER NUMBER
(6) ENTER AMOUNT
(7) ENTER YOUR PIN
(8) PRESS 1 TO CONFIRM TRANSACTION
(9) CONFIRMATION SMS OF PAYMENT WILL COME
Please keep your confirmation SMS as proof of payment !!!

(1) GO INTO ANY SHOPRITE STORE
(2) SHOPRITE MONEY MARKET
(3) SUBMIT YOUR ACCOUNT NUMBER
(4) PAY THE MONEY
(5) YOU WILL BE ISSUED A RECEIPT
(6) DONE!!!
Please keep your till slip as proof of payment !!!


COMING SOON!!!