Request for Cooperation during joint Baseline Survey for MWSP-1 :: BWB requests cooperation from citizens in chosen areas for staff bearing identity cards from Hifa or New Dawn and an introduction letter from Blantyre Water Board as they collect data to be used in MWSP-1 project planning and implementation between November 2023 and April 2024 November 8, 2023      

Customer Rights, Responsibilities and Obligations

To facilitate the provision of the services in a sustainable manner, we expect our customers to do the following;

  • - Pay your bills by due date. If your bill remains unpaid after the due date the service will be disconnected. You will be required to settle the outstanding bill plus a prescribed reconnection fee.

  • - Report an anomaly identified on your bill

  • - Facilitate easy access to meters for proper readings and billing.

  • - Raise complaints promptly. Update us with any changes made to customer and property details promptly.

  • - Avail all the information requested by the Board for the execution of service delivery.

  • - Verify your meter readings on your bill.

  • - Abide by the Bye-laws.

  • - Avoid collusions and compromises that would lead to defrauding the Board.

  • - Refrain from offering bribes, money or other favours to our staff for any services offered and/or to be offered.

  • - Report all incidences of corruption by our staff to the Board.

  • - Report all leaks and bursts promptly.

  • - Report vandalism and tampering of water pipelines, valves, water meters and other water infrastructure to BWB or nearest police station.

  • - Report illegal connections.

  • - Report all malpractices that ar deemed to have negative impact on servie provision and especially any illegal practices observed in the area.

  • - Provide adequate security for the meter located at your premises.

  • - Demand a receipt for every payment made for any service.

  • - Ask for an official identification of the Board’s staff where necessary.

  • - Avoid constructing over pipelines.

  • - Any potential customer is supposed to have a valid identification when applying for a new water connection service.

  • - Ensure that you have a valid identification when applying for a new connection.

  • - Ensure that you submit an application in writing enclosing a sketch map of the location when applying for new connection.