LWB customer branded heroine for speaking-out

The Lilongwe Water Board has hailed Stella Gondwe, a customer, for her bravery to stand up and speak about service provision discrepancy at its Area 25 (B) Customer Service Centre.

Stella Gondwe visited the service center to pay her water bills only to find it not opened on time as indicated on the Board’s signpost.
LWB’s acting Chief Executive Officer, Silli Mbewe while apologizing to Gondwe for the discrepancy, applauded her for speaking out about the service provision
Silli Mbewe (r)  with customer Gondwe

On Saturday morning Gondwe visited the service centre to pay her water bills only to find it not opened on time as indicated on the board’s signpost. Together, with other customers, she had to wait for over an hour to be assisted, this made Gondwe stand up and point out the discrepancy.

The board sought an audience with Gondwe on Sunday (29th November 2020) to appreciate the bravery and assure her of initiatives the Board is undertaking to improve customer care service provision.

Speaking during the meeting, LWB’s acting Chief Executive Officer, Silli Mbewe while apologizing to Gondwe for the discrepancy, applauded her for speaking out about the service provision and how she was treated at the centre.

“As a service provider, we really appreciate what she did. We owe her an apology for the service discrepancy. This should serve as a reminder to us that we owe our customers the best services. We should not take our customers for granted,” Mbewe explained.

Mbewe emphasized that LWB endeavours to maintain both customer’s trust and a reputation for excellent service through the delivery of custom-made strategies.

“This is why in 2016 we developed a Customer Service Charter to affirm our commitment to improving service delivery. The charter spells out our commitment to satisfying customers’ expectations,” he added.

Given the speak-out from Gondwe, Mbewe indicated that the Board would be reviewing its Service Charter and shall be re-orienting its members of staff on the same and shall re-launch the Service Charter.

Mbewe has since labelled Gondwe as LWB’s hero of the year, saying what she did speaks out for all customers.

On her part, Gondwe applauded LWB for acting professionally by reaching out to appreciate her grievances regarding service provision and customer care.

“Being granted such an audience proves that the institution has the interest of customers at heart. I am really humbled. It’s my sincere belief that there will be a change and that the confusion that was there will be rectified,” Gondwe said.

Gondwe has received applauds on social media for her bravery to stand up and demand better services from service providers.

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Joe Baba
Joe Baba
7 months ago

THE Bord has not revealed the reason behind the delay in opening the the office

The board has not rebuked her misconduct and vandalissation which was completely unacceptable

harrison songa
harrison songa
7 months ago

shout out to you…stellah gondwe…from villain to heroine……you have been vindicated. as family we were concerned about your turnished image in the first place since most malawians have the tendancy of saying zisiyeni pamene zinthu zikuonongeka ati kuopa kuyaluka. special thanks to the CEO, PRO and the rest who helped to settle this issue and hence restore her good image.

Sindyeka Dekhani
Sindyeka Dekhani
7 months ago

Mbuli inayake inayamba za Mitundu, imvekere ‘anthu akumpoto ngotsalira, sadziwa mmene anthu am’boma amagwilira ntchito’.
Kayano mbuli ndiyitiyo pamenepa?

nafundo zalo
nafundo zalo
7 months ago

a Malawi tinazolowera posing and shinning to to the underprivileged . a Malawi ulesi uli thooo. amene amapita ku nchito on time ndi opanda transport koma a mmagalimoto even ma bwana amakafika 10.30 kufikila kukalipila ma juniors. so frustrating.. anthu amacoka ku likuni pansi kukagwila ncito ku kanengo. talk of these LLB they are nuinsance with crooked staff inside and meter readers. Eskom mmmayo. I was once asked pa National bank ku LL kuti ”kodi simmatha kuwelenga” when i was directed to go upstairs on number.. cubicle only to find no staff.and by reporting there is no staff thats when… Read more »

Kelvin Bazale Dembo
Kelvin Bazale Dembo
7 months ago

The Power of #Speaking Out vs #Speaking Up aka #Full House in Action

Benjones87
Benjones87
7 months ago

Next should be city council. No streets are sweaped. Dustbin are collected leaving more than half rubbish there. For one year I am walking in the same street and not once has it been swiped. But we pay city rates.

Nangozo
Nangozo
7 months ago

Amalawi tikanakhala ochangamuka choncho zambiri zikanasintha . Well done nyagondwe

rauctic
rauctic
7 months ago

nice of u Mama Gondwe. there are other institutions both parastatals and private who also do bad things to customers despite that the services we are seeking are paid for. shame on u. and bravo to LLWB for apologizing. we are fed up with you. BLM, Road Traffic, Immigration, NB, FDH, etc becareful. next is u just to mention afew. BRAVO MAMA GONDWE.


Phiri
Phiri
7 months ago
Reply to  rauctic

Blantyre water Board, can you also monitor your staff at Luchenza Water Board. They do not pay attention if requested to attend to faults. Also they cannot assist if requested to do surveys and quote for new connections. Looks like they want to be tipped first.

Mfera
Mfera
7 months ago
Reply to  Phiri

Hahaha Blantyre Water Board in Lucheza. Hey this is Southern Region Water Board. Think better.

Ngombwax
Ngombwax
7 months ago

Saw the WhatsApp clip. What an Iron Lady! Should be granted free water for the rest of the year. This would be good PR for LWB at little cost.

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