BecomingGolden

Written by Sheila Wangutusi.

On 10th January 2025, Kampala Water’s Luzira Branch hosted a Legal Aid Clinic aimed at addressing arrears and enhancing staff knowledge on debt management. The exercise led by Principal Legal Officer, Advocate Brownie Ebal brought together the branch team and legal experts to explore solutions for debt recovery and prepare for an upcoming bad debt write-off initiative.

The Sub-Branch Manager, Mr. Peter Lugai, presented an overview of the branch’s water sales and collection status during which he emphasized the importance of such initiatives in equipping the team with strategies to manage debts effectively, particularly in identifying accounts eligible for bad debt write-offs.

During the clinic, the legal team tackled key challenges, including how to handle difficult customers and assess accounts for write-off eligibility. Notably, over 90 demand notices, totaling over UGX 62 million, were issued to defaulters.

Ms. Ebal provided detailed insights into the Bad Debt Policy, outlining categories of accounts eligible for write-offs, such as insignificant debts, rejected bills, demolished sites, and abandoned properties. She also clarified the necessary documentation for each case, to ensure compliance with NWSC’s guidelines.

Beyond debt recovery, the clinic offered alternative dispute resolution mechanisms, which would allow for customers to avoid costly legal processes while resolving their concerns. This approach has strengthened debt recovery efforts in the past and also improved staff understanding of NWSC’s governing laws and policies.

The clinic is one of KW’s broader strategy to combat water theft, illegal usage, and ofcourse aid in arrears reduction. Crackdowns on defaulters, coupled with opportunities for reconnection to supply on a percentage payment, have fueled all round customer trust, loyalty customer relations.