The National Water and Sewerage Corporation (NWSC) has unveiled a stringent new disconnection policy aimed at recovering outstanding customer payments and ensuring the long-term sustainability of its water services across the country. Effective immediately, the corporation has replaced paper disconnection notices with SMS alerts, signalling a digital shift in customer engagement and enforcement.
Under the revised guidelines, customers with outstanding balances, regardless of whether their latest bill is overdue, face immediate disconnection. NWSC teams will now physically remove water meters from the ground, a step that underscores the seriousness of the policy shift. Reconnection will only occur after the full arrears have been cleared.
“This policy is part of our strategy to mobilise internal revenue to support vital infrastructure development,” NWSC officials said in a statement. “We are investing heavily to improve access to clean water, and that requires financial discipline from all our customers.”
The new measures come amid NWSC’s aggressive expansion into underserved areas, with thousands of new connections planned in both urban and rural communities. While the corporation has made remarkable strides in growing its service footprint—connecting millions of households- the scale of operations has also led to rising costs and a backlog in unpaid bills.
“Those who are already connected must fulfil their financial obligations if we are to reach those who are not,” the corporation emphasised.
In line with its ongoing digital transformation, NWSC is phasing out physical disconnection notices, opting instead to communicate with customers via text messages. The move is expected to reduce operational inefficiencies and billing disputes, while encouraging customers to keep their contact details updated to avoid missing critical notices.
NWSC is urging all customers to read their water bills carefully, update their contact information, and settle outstanding balances promptly to avoid disconnection.
“These reforms are not meant to punish anyone,” the corporation clarified. “They are a necessary step toward ensuring financial sustainability, maintaining water quality, and expanding access to clean water for all Ugandans.”
The corporation reiterated that every shilling recovered through timely payments will be reinvested into upgrading infrastructure, modernising systems, and reaching unconnected communities.
As NWSC enforces the new disconnection framework, it calls on all consumers to support the effort by maintaining up-to-date payments and appreciating the critical role they play in advancing water security in Uganda.
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