EWSA, Energy Water and Sanitation Authority is a public institution fully owned by the government under the Ministry of Infrastructure, with the mandate to generate and distribute energy, water and sanitation.

EWSA COMMITMENT

Vision Statement
To be the most efficient and customer centric utility company in the region.

Mission
To provide sufficient and quality water, energy and sanitation to our customers at affordable and sustainable rates that support the socio-economic development programs of the country. 

Core Values

• Customer focused services;
• Commitment and loyalty;
• Cooperation and teamwork;
• Integrity and transparency;
• Efficiency

Objectives

Financial: Achieve financial solvency for the company.

Technical: Improve the scope and reliability of the water and electric power from EWSA, including requests for new connections for all provinces and for all type of customers.

Operational: Increase the efficiency of EWSA operations, reducing cost and increasing the amount of water and electric power produced per employee.

Commercial: Drastically improve on commercial operations and services of EWSA.

OUR PROMISE TO OUR CUSTOMERS
Service provided	Service delivery	Cost
Response to inquiries / correspondences
E-mails	48 hours	Free
Fax	48 hours	Free
Letters	48 hours	Free
Response to phone calls	Immediate	Free
Appointments	48 hours	Free
Resolution of queries	Immediate	Free
Provision of information
Electronic	Immediate	Free
Printed	Immediate	Free
Website up-dates	Regular	Free
PProducts and services
Connection to water or electricity	2 working days	Study fee: 6,000 Rwf
		Refundable deposit: 15,000 Rwf (electricity)
		Refundable deposit: 5,000 Rwf (water)in addition to quotation fee
Supplementary meter	2 working days	Refundable deposit: 15,000 Rwf in addition to quotation fee
Alteration to metering equipment	10 working days	Free
Meter reading	From 15th - 30th of each month	Free
Billing: billing cycle for ordinary billing service	Each month	Free
Billing: Prepayment contract service-Monthly payment on EWSA account previous to consumption	Each month	Free
Billing: Bank payment contract service-Payment on EWSA account previous to consumption from 6 months onwards	From 6 months onwards	Free
Correction of errors if any	1 day	Free
Changing address	Immediate	Free
Ending contract	Immediate	Free
Outsourcing of prepayment cash power	Through private dealers	Refundable deposit (1,000,000 or 500,000 Rwf)
Reconnection	12 hours	1,000 Rwf
Planned power or water interruptions	2 days advance notice via national media	Free
Standby generator	48 hours	Quotation fee
Breakdown service	Immediate	Free
Change of pipe or change of ferrule size	5 working days	Quotation fee
Change of cable size or additional supply phase	5 working days	Quotation fee
Services and products put out to tender	30 days until opening date of the offers	Fee to purchase the tender document
Disconnection notice	5 days advance notice	Free
Domestic Biogas to farmers (with 2 cows minimum)	21 days of construction	EWSA Subsidy: 300.000 Rwf per biogas digester

Dounload the charter

LOAN AGREEMENT FOR ELECTRICITY - ACCESS - ROLLOUT - PROGRAMME BECAME EFFECTIVE.

The loan Agreement between the Government of Rwanda and the International Bank for Reconstruction and Development (World Bank) became effective on June, 9, 2010 for the sustainable energy development project Electricity Access Scale-up Roll-out Program (EARP).

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EWSA targets mobile payments of bills

In a drive to give a variety of services to its customers, Rwanda Energy, Water and Sanitation Authority(EWSA) is set to introduce a 'Mobile Bill Payment' system.

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Prepayment Contract Service and Bank Payment Contract Service

EWSA are now providing 2 new payment services for water use. Those are "Prepayment Contract Service" and "Bank Payment Contract Service".

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The availability of sufficient broadband capacity at affordable rates has been a key challenge in Rwanda’s quest to be an ICT regional.

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The availability of sufficient broadband capacity at affordable rates has been a key challenge in Rwanda’s quest to be an ICT regional.

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