The Office of the Public Protector Zambia (OPPZ) successfully intervened in a public service delivery complaint involving the Lusaka Water Supply and Sanitation Company (LWSC), after a resident of Buluwe Road in Woodlands raised concern over recurrent sewer water spillage affecting their property and the surrounding area.
The complainant reported that the problem worsened during the rainy season, with sewer effluent freely flowing into Buluwe Road, posing a serious public health risk to the community. Despite lodging a complaint and making follow-ups with LWSC, the resident received no timely response for over two weeks.
Following the involvement of the OPPZ, a joint inspection was conducted by technical teams from both the OPPZ and LWSC at the affected property. The inspection revealed that the premises had seen significant internal developments, including the construction of five (5) housing units, which had increased the sewer load beyond the system’s capacity.
As a result, the property owners were advised to upgrade the internal sewer pipework to accommodate the increased flow. Additionally, all on-site manholes were to be sealed tightly and raised above ground level to prevent stormwater intrusion, which contributed to the overflow.
The OPPZ also guided the complainant to exhaust all internal escalation mechanisms within LWSC before seeking redress through oversight institutions such as the National Water Supply and Sanitation Council (NWASCO) or the OPPZ.
Poor response to service delivery complaints and lack of communication are forms of administrative inefficiency. Where public institutions fail to act in a timely and effective manner, they fall within the scope of maladministration.
If you are experiencing a similar challenge involving a public institution or any administrative concern affecting your rights, report the matter to the Office of the Public Protector Zambia for timely intervention. You can lodge a complaint by visiting us physically at our Headquarters in Lusaka or any of our Provincial Offices. Alternatively, you may reach us through our online platforms, including Facebook, WhatsApp, email, or our Website.
