Official Website of the Ministry of Water and Environment
Grievance Handling
The Ministry of Water and Environment (MWE) is committed to providing high-quality services that meet the expectations of its clients and the public. In line with this, the Client Service Charter serves as a social contract between the Ministry and its service users, outlining clear service delivery standards and how citizens can hold the Ministry accountable.
What This Charter Represents:
- A promise of transparency, responsiveness, and professionalism in service delivery.
- A declaration of the standards the public has the right to expect from the Ministry.
- A tool for strengthening trust between MWE and its stakeholders.
Grievance Redress Mechanism:
If a member of the public is dissatisfied with any service, decision, or behavior of Ministry staff or associated project implementers, the Ministry has a structured grievance handling process designed to:
- Receive and record complaints clearly and respectfully.
- Investigate each grievance impartially and thoroughly.
- Respond within defined timelines as per the charter.
- Resolve issues fairly, with the goal of improving service delivery and restoring trust.
Grievances can be submitted through various channels including:
- In-person at MWE offices
- Email or official correspondence
- Online submission via the Ministry website (where available)
- Suggestion/complaint boxes at service points
All complaints are treated with confidentiality and dignity, and no person will be victimized for lodging a grievance.