Enhancing consumer participation in water service delivery through Water Action Groups

Water Action Groups are local community based organizations made up of citizens, who have volunteered to address issues which affect consumers of water services. Water Action Groups operate as an extended arm of the Water Services Regulatory Board (WASREB), under whose mandate consumer protection lies. The goal of Water Action Groups is to ensure that consumers’ views are taken into account on matters related to water service provision, in line with the objectives of the water sector. They are meant to facilitate improved understanding of the roles and obligations of consumers and sector institutions. WASREB has appointed and trained Water Action Groups in four regions. These are Nairobi (area covered by Nairobi Water and Sewerage Company), Kisumu
(area covered by Kisumu Water and Sewerage Company), Kakamega (area covered by Western Water Services Company), and Mombasa (area covered by Mombasa Water and Sewerage Company). For the period 2010 to 2011, effort will be made to highlight the lessons learnt in these regions regarding benefits and challenges of the initiative, and to provide information to WASREB on how
citizens’ engagement can help improve water service provision in the country. [authors abstract]