By Alfred Zacharia
The Energy and Water Utilities Regulatory Authority (EWURA) has developed an Electronic Licensee Undertaking Compliance (EWURA e-LUC) system, an online platform designed to collect feedback from customers about the quality of services provided by utility authorities.
Director
General of EWURRA Dr. James Andilile urged on a press statement released on Thursday
(August 15) the customers of the Dar es Salaam Water and Sewerage Authority
(DAWASA) to effectively utilize the platform to monitor the water utility’s services.
"This system helps ensure that utility providers, like DAWASA, follow the standards set in their licenses and customer service charters," Dr. Andilile said in the statement.
The system has several key goals.
"The e-LUC platform allows customers to report on the quality of services they receive. This feedback helps EWURA check if service providers are meeting their obligations. The system also lets the authority monitor service delivery, such as how reliable it is and how quickly customer complaints are handled. This data-driven approach ensures that any issues are quickly addressed," part of the statement reads.
EWURA also uses the system to inform customers about their rights. the system helps customers understand the level of service they should expect and what to do if these standards are not met.
The system promotes transparency by making service performance data available to both EWURA and the public.
Currently, the EWURA e-LUC system is focused on gathering feedback from DAWASA's customers.
The information collected will help identify areas for improvement and ensure that customers receive the best possible services.
Customers are encouraged to participate by filling out the EWURA e-LUC form at this link: [https://forms.gle/94vdRu87yQ1rWwKs6] (https://forms.gle/94vdRu87yQ1rWwKs6).
The initiative is a significant step toward improving service delivery and ensuring that utility providers in Tanzania meet the needs of their customers.