CUSTOMER SERVICE CHARTER FOR MINISTRY OF WATER AND SANITATION
The ministry commits to providing the highest standards of services. In pursuance of excellent services delivery, we commit ourselves to seek new knowledge and best practices through wide consultations and partnership with our customers.

Sanitation Service Charter

Services
Last NameCountriesCapitals
Provision of advisory services on sanitation infrastructure development
Application through completion of an application
Free subject to review
5 working days
Provision of policy guidance on sanitation and hygiene
Application through completion of an application
Free subject to review
5 working days

Water Resources Service Charter

Services 
Requirements
Charges
Timeline
Provision of lisence to abstract water
Application of license through completion of an application form.
Upon request
45 working days
Bole hole construction
Geophysical survey for borehole siting
Borehole drilling, civil works construction and hand pumps installation
Pump test
Water licence
Application of license through completion of an application form to get quotation.
Payment receipt (general receipt)
Upon request
Upon request
Upon request
45 working days after payment

Provision of laboratory services

Water quality test

Wastewater quality test
  • Formal request by completing application form or letter. requesting for quotation
  • All related cost including laboratory fees.
  • Payment receipt (general receipt) for laboratory fees.
  • Provision of sample for water and waste water.
Upon request
14 working days
Provision consent to discharge waste
  • Formal request to discharge liquid waste through completion of application form.
  • Payment receipt (general receipt)
Upon request
45 working days
Provision of certificate of easement
  • Application for certificate of easement through completion of application form
  • Water license
  • Report on challenges to access water point
Upon request
45 working days
Water resources data (as regards quantity and quality, hydrological and hydrogeological data)
  • Formal request for data through application letter
  • All related cost
Upon request
5 working days

Provision of advisory services on

  • Hydrological and surface water development
  • Hydrological and groundwater development
  • Water quality and pollution control
  • Provision of transport and upkeep costs.
  • Formal request through application letter
  • All related costs.
Upon request
3working days to 2 weeks.

Water Supply Service Charter

Services
Requirements
Charges
Timeline
Design and construction of
water supply systems
Formal application letter required
Transport required
Travelling costs
Free subject to review
Dependent on size
of project

Design and supervision of
water supply facilities

Formal application letter required
Transport required
Travelling costs
Upkeep costs
Depends on the size of the scheme
and availability of finance
Rehabilitation and construction
of Rural water supply schemes
Formal application letter required
Rransport required
Travelling costs
Free subject to review
Depends on the size of the scheme
and availability of finance
FOR MORE INFORMATION OR COMPLAINTS PLEASE CONTACT
The Administration Officer, Irrigation and Water Development | P.O. Box 390|Capital City| Lilongwe 3 | Telephone: +265 1 770 344 | Telefax: +265 1 773 737
Physical Adress: Ministry of Water and Sanitation, Tikwere Building
 
Complaints can also be sent to
Office of the Ombudsman |P/Bag 348|Lilongwe|Telephone: +265 1 774 899|Fax: +265 1 771 436

Contact Us

Ministry of Water and Sanitation,

Private Bag 390,

Lilongwe,

Tel: 01770344

 

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