Grievance Redress Mechanism
Experiencing water shortages, low pressure, or billing issues?
KWSSIP is an infrastructure investment project, not the municipal water dispatcher.
Please report daily utility supply failures directly to the KW&SC Call Center at 1334 or via complain.kwsc.gos.pk
Grievance Redress Mechanism (Project Construction & Impacts)
If you have been affected by KWSSIP construction works—such as property damage, utility cuts, traffic disruption, labor disputes, or environmental and social safeguard violations—you have the right to file a formal complaint. This process is transparent, free, and guarantees confidentiality. You may choose to remain anonymous by leaving the optional personal detail fields blank.
By WhatsApp Send a message, voice note, or photos to our dedicated project resolution line: 0329-3223344
By Phone Call the dedicated Grievance Redress desk during working hours: 021-34313638
By E-mail Send your complaint, along with any supporting documents, to: grievance@kwssip.gos.pk
In Person (Complaint Box) Physical complaint dropboxes are placed directly at all active project working sites and construction camps. Scan the QR code on the site banners or drop a written letter into the box.
By Mail addressed to: Secretary, Grievance Redress Committee Karachi Water & Sewerage Services Improvement Project (KWSSIP) G-40/1, Street 40, Block-6, P.E.C.H.S., Karachi.
Resolution of Complaint
Once the grievance is recorded, a grievance number shall be allocated and communicated to the aggrieved. In case the grievance is assessed to be out of the scope of the GRM, communication towards the same shall be made to the complainant, and an alternative mode of redress shall be suggested. As part of this acknowledgment, a tentative timeline for the redress of the grievances shall be identified. This acknowledgment shall be provided on the same day as the grievance is received along with exclusive complaint ID for future reference.
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