Customer Service Charter


It is with great pleasure that I present the Client Service Charter of the Energy and Water Utilities Regulatory Authority (EWURA)

This Charter is a social contract between EWURA and its clients who are the key stakeholders in all that it does. The Charter spells out EWURA’s main clients, the services offered and the standards of service that clients should expect.

This Service Charter is one way in which EWURA can be directly accountable to all our clients. The Charter has been developed based on guidelines issued by the President’s Office Public Service Management on preparation of Client Service charter for government institutions and in consultation with our clients, staff and other key stakeholders.

We are committed to deliver an excellent level of service to meet EWURA clients’ expectations. We shall regularly monitor our level of service delivery against these standards and incorporate clients’ feedback to promote further improvements in the set standards. Client feedback could be compliment, complaint, suggestion, statement or word on how they feel when engaging with us in any of our service delivery channels.

All EWURA staff are responsible for delivering quality service. I urge them to use this charter to ensure that our services meet our clients’ expectations.


Felix Ngamlagosi