Ministry of Agriculture, irrigation and Water development has urged Lilongwe Water Board (LWB) to continue being responsive to their customers needs and demands in supplying them with good quality water.
Director of Water and Sanitation in the Ministry, Emma Mbalame said this Friday during the official commissioning of LWB Call Centre in Lilongwe.
She said the Lilongwe customer call-centre would live up to its billing of providing easy communication to customers to raise their complaints and be assisted to the desired standards.
The Director believed that the centre would provide the much needed support to their customers when they need help regard water supply in their areas.
Mbalame requested the Board to publicize the call-centre so that each and every customer is aware of its existence and services being offered.
“As a Ministry, we are proud to see how LWB puts its customers first. This is what we have been advocating for. The Board has various services and innovations in place all designed to meet customers’ needs,” she said.
Mbalame cited some of the LWB innovation such as on-site Billing system, E-Madzi kiosks, Pre-paid Water Metering System and the creation of a fully-fledged customer call-centre as a commitment by the Board to ensure customers are not experiencing any challenges in accessing water services.
Board member for LWB, Bishop Dr. Charles Tsukuluza said the Board strives to transform itself into a high performing water utility organization by, among others, adopting robust customer care services.
“It is against this background that LWB set up a state-of-art Customer Call-Centre with simplified and innovative features, making it easy for customers to communicate with the Board and be assisted effectively,” he pointed out.
Tsukuluza explained that It is their expectation that the call-centre would define how customers perceive the Board, how customers are assisted and how the Board considers its customers.
The Board Member said the call-centre has professional agents to ensure customers are properly assisted.
Chief Executive Officer (CEO) for LWB, Engineer, Alfonso Chikuni said customers could access the call-centre by calling on 253 for free and would be assisted accordingly.
He added that the Board is currently using TNM and MTL lines and are expecting Airtel to be added on the platform soon so that our customers can easily access the call-centre on any network at any time of the day.
“Now customers can contact the call-centre and be assisted on issues such as faults and leaks, vandalism, illegal connections, bill queries and bill payments among other issues,” Chikuni pointed out.