Grievance Handling
Client Service Charter
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
Transparency
A promise of transparency, responsiveness, and professionalism in service delivery.
Service Standards
A declaration of the standards the public has the right to expect from the Ministry.
Strengthening Trust
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
How to Submit Your Grievance
Visit Our Offices
You may visit any of our offices to submit your grievance in person:
- • Head Office: Luzira
- • Regional Offices: Mbarara, Lira, Wakiso, Mbale, Fort Portal, Moroto, Kyenjojo
Other Submission Channels
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Online Submission: Submit your grievance via our website contact form
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Suggestion Boxes: Available at all service points for anonymous feedback
Your Privacy is Protected
All complaints are treated with confidentiality and dignity, and no person will be victimized for lodging a grievance. We are committed to ensuring that your concerns are addressed fairly and professionally.