Following complaints from citizens about WASAC technicians allegedly demanding money for purchasing repair materials, the water utility has said it tightened its disciplinary measures to malpractices. WASAC said that in the past six months, 10 technicians have been taken to court for providing poor services to clients. The offences include demanding money from customers for repairing water pipes and other materials despite these being bought by the water company itself. ALSO READ: Dozens of old pipelines to be upgraded to end water shortages The utility company urged residents to immediately report any technician demanding money for repair services. “People should avoid dealing with fraudsters. Whenever someone asks for money to repair water pipelines, residents should report them so investigations can be conducted,” WASAC said in a statement sent to The New Times. The company emphasized that it had the capacity to repair damaged public water pipelines and that no citizen should be charged for such services. “Every pipeline carrying water from the source to the water meter is government property managed by WASAC. We do not charge residents for repairing pipelines within that section,” the company explained. However, WASAC clarified that repairs involving pipes running from the water meter into private property are the responsibility of the owners. “If the leakage is from the water meter into the house, the owner is responsible for repair costs. WASAC only assists by shutting off the water to prevent further leakage,” the utility noted. ALSO READ: What drives your water bill? Inside RURA’s tariff system, consumer protection WASAC further stressed that it does not receive payments in cash for any service. According to the company, all payments are made through authorized bank accounts and recognized digital payment platforms, including mobile money services registered under the company’s name. Measures in place to end illegal charges The utility also highlighted measures introduced to address misconduct among technicians. These include reporting implicated technicians to criminal investigation authorities, dismissing them from their positions, and ensuring that victims recover money obtained through fraudulent means. Residents who encounter such cases are encouraged to contact WASAC through its toll-free line, 353. The company added that it operates 33 branches across the country. Each branch has a dedicated phone number that operates 24 hours a day. In addition, residents can report incidents through the WASAC website’s chat box and the company’s social media platforms.
