Quick answers to common questions.
Can't find what you're looking for? Reach out to our customer care team — we respond within two working days.
Billing & Payments
How can I pay my water bill?+
You can pay via the customer portal, mobile money (Airtel & MTN), bank transfer or in person at any NWWSSCL regional office.
Why did my bill change this month?+
Bill changes usually reflect higher consumption, a corrected meter reading, or an adjustment to the approved tariff. You can review a detailed breakdown on the customer portal.
What happens if I don't pay on time?+
Overdue accounts may attract a late-payment surcharge and could lead to disconnection. Contact us early to arrange a payment plan.
New Connections
How do I apply for a new water connection?+
Apply online through the Online Services page or visit your nearest office with proof of identity and property ownership.
How long does it take to be connected?+
Standard residential connections are typically completed within 14 working days after payment, subject to site verification.
Water Quality
Is NWWSSCL water safe to drink?+
Yes. Our water is treated and continuously monitored to WHO and ZABS standards. Independent lab results are published in our annual reports.
My water looks discoloured — what should I do?+
Discolouration is usually temporary and follows maintenance or a burst. Run your taps for a few minutes; if it persists, report it via the fault line.
Faults & Emergencies
How do I report a burst pipe or leak?+
Use the Report a Fault form on the Online Services page, call our 24/7 hotline, or send a WhatsApp message with your location.
How quickly are faults attended to?+
Emergency faults (bursts, contamination, sewer overflows) are prioritised for same-day response. Non-urgent issues are resolved within our published service standards.