Today: Tue 13th April, 2021

ERB, CAZ & NWASCO, Launch Consumer Watch group

Three regulatory bodies have launched the first joint Consumer Watch Group in Lusaka, Zambia to spearhead interests of consumers in the Energy, Telecommunications and Water sectors.

The watch group is charged with engaging public utilities to ensure improved service delivery of energy, telecommunications and water services.

The 10th June, 2006 launch follows the signing of a regulatory Memorandum of Understanding (MoU) on November 8, 2005 by Energy Regulation Board (ERB), Communications Authority of Zambia (CAZ) and the National Water Supply and Sanitation Council (NWASCO).

Delivering a speech on behalf of his NWASCO and CAZ counterparts Mr Osward Chanda and Mr Shuller Habeenzu respectively, ERB chief Mr Silvester Hibajene hailed the launch of the watch group.

The regulators are optimistic this initiative will bridge the gap between service providers, consumers and regulators as well as resolve previously outstanding complaints.

Feedback obtained through the watch group concept will be utilised in reviewing the three regulatorsâââ respective guidelines and regulations.

Service providers will also benefit from the watch group by utilising customer feedback to improve the quality of service and use the same structures to convey important information to the consumer community.

Mr Hibajene paid special tribute to NWASCO for its willingness to share its experiences of the Water Watch Group (WWG) concept. Existing WWGs will be transformed into joint pressure groups to represent issues affecting the three sectors.

The regulators have embarked on a programme to establish voluntary Consumer Watch Groups in different parts of the country. These structuresâââ mandate includes addressing consumer complaints and educating consumers about not only their rights but their obligations as well. They are also expected to:

• Provide communication between consumers and providers as an independent organs;

• Sensitise consumers on the activities of the regulators affecting the interests of consumers;

• Ensure a feedback of public opinion about the energy, telecommunication and water services to the regulators;

• Facilitate resolution of complaints and obtaining of appropriate remedies from the service providers swiftly against authorised standards and targets;

• Keep consumers informed about the progress of complaints, outcomes and provide reasons for the decisions rendered;

• Keep consumers informed of their rights and obligations; and

• Sensitise consumers through printed materials on the LCWGâââs existence, proper and efficient use of water, telecommunications and energy services, vandalism and obligation to pay bills

The following are the LCWG members:

See full speech delivered at the official launch.