This platform allows all consumers to escalate water and sanitation complaints to service providers if they are not satisfied with the service.

1. The complainant must be the consumer or owner.
2. There is a previous complaint with a reference number of the service provider.
3. An escalation period of 30 working days from the date of closure of the service provider's complaint.
4. The complaint shall be filed 30 working days after the service provider's failure to respond.
5. You can't escalate the same complaint more than once.

The application is examined by the regulator for acceptance or refusal. If accepted, it is transferred to the service provider for re-examination. During this phase, the provider verifies the application of recommended procedures for complaints handling. If necessary, the case will be escalated to the Regulator's Complaints Committee. Subsequently, the beneficiary will be notified of the final decision.