MINISTRY OF WATER RESOURCES,

WORKS AND HOUSING

(MWRWH)

CLIENT SERVICE CHARTER

2015
 TABLE`OF CONTENT

TABLE`OF CONTENT .......................................................................................................................... 1

INTRODUCTION ................................................................................................................................... 2

MANDATE ............................................................................................................................................... 2

VISION ..................................................................................................................................................... 2

MISSION .................................................................................................................................................. 2

CORE VALUES ....................................................................................................................................... 2

STRATEGIC POLICY OBJECTIVES ................................................................................................. 3

ORGANISATIONAL ARRANGEMENT ............................................................................................. 3

BRIEF ON THE DEPARTMENTS AND AGENCIES........................................................................ 5

WORKS SUB-SECTOR ...................................................................................................................... 5

HOUSING SUB-SECTOR .................................................................................................................. 5

WATER SUB-SECTOR ...................................................................................................................... 6

OUR SERVICES: .................................................................................................................................... 6

OUR SERVICE STANDARDS .............................................................................................................. 7

CLIENT SERVICE UNIT STANDARDS ........................................................................................... 12

WHAT WE EXPECT FROM OUR CLIENT .................................................................................... 12

COLLABORATING MDAS AND INSTITUTIONS: ........................................................................ 12

HOW AND WHERE TO LODGE COMPLAINTS ........................................................................... 13

WHERE TO FIND US: ......................................................................................................................... 14

HOW TO CONTACT US ..................................................................................................................... 14

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INTRODUCTION
The Ministry of Water Resources, Works and Housing (MWRWH), is a Ministry in the Infrastructure
Sector under the Office of the Head of Civil Service. The Ministry, until November, 2005 was known as
the Ministry of Works and Housing. In order to bring the Ministry into sharper focus, act and play major
role in the global effort to provide the needed support to a comprehensive water sector, the Ministry was
re-designated Ministry of Water Resources, Works and Housing under section 11 of the Civil Service
Law, 1993(P.N.D.C.L. 327) and the Civil Service (Ministries) Instrument 2003 (E.I.6).

The activities of the Ministry is organised and coordinated by nine (9) line directorates and one (1) unit.
The Ministry has oversight responsibility over thirteen (13) Departments and Agencies. These
Departments and Agencies implement the Ministry’s core policy areas of Water, Housing and Public
Works.

The Ministry is the focal point for organising the activities of the water, housing and works sub sectors
of the Government Machinery.

MANDATE
The Ministry derives its core mandate primarily from article 190 of the 1992 constitution of the Republic
of Ghana, the Civil Service Law, 1993 (PNDCL 327) and the Civil Service (Ministry) Instrument, 2003
(EI 16), which stipulates that the Ministry shall:
 Initiate and formulate policies taking into account the needs and aspirations of the people;
 Undertake development planning in consultation with the National Development Planning
Commission (NDPC); and
 Co-ordinate, monitor and evaluate the efficiency and effectiveness of the performance of the sector.

VISION
The pace-setting Ministry for sustainable quality water, works and housing.

MISSION
The Ministry exist to formulate and implement policies, plans and programmes for the sustainable
management of the nation’s water resources, the provision of safe, adequate and affordable water; water
related sanitation; secure, decent and affordable housing; public landed properties; coastal protection
works; operational hydrology and drainage for the country.

CORE VALUES
 Excellence
 Transparency
 Sustainability
 Competence
 Accountability
 Impact and Outcome Driven

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STRATEGIC POLICY OBJECTIVES
 Increase access to adequate, safe, secure and affordable shelter
 Ensure secure, adequate and sustainable financing
 Promote transparency and accountability and reduce opportunities for rent seeking
 Adopt a sector-wide approach to water and environmental sanitation delivery
 Improve sector institutional capacity
 Ensure efficient management of water resources
 Accelerate the provision of improved environmental sanitation facilities
 Ensure the development and implantation of health education as a component of all water and
sanitation programmes
 Upgrade existing slums and prevent the occurrence of new ones
 Improve and accelerate housing delivery in the rural areas
 Increase resilience of coastal settlement and infrastructure
 Reduce impact of natural disasters on natural resources using a multi-sectoral approach
 Enhance capacity to migrate and reduce natural disaster, risks and vulnerability

ORGANISATIONAL ARRANGEMENT

The organizational structure establishes positions for the four (4) line Directorates, three (3) Technical
Directorates, a Finance Directorate and an Internal Audit unit.

The Directorate for General Administration (G/A)

The Administration Directorate provides administrative, managerial, secretarial, logistical and maintenance
support to facilitate the functioning of the sector.
.
The Directorate for Human Resource Development and Management (HRMD)

The Human Resource Development and Management Directorate is to ensure: the availability of requisite
and adequately trained staff for the effective and efficient functioning of the Sector through modern
human resource planning, the requisite skill mix.

The Directorate for Policy Planning, Budgeting, Monitoring and Evaluation (PPBME)

This Directorate is responsible for the development of comprehensive and sustainable policies,
legislation, plans, programmes, effective monitoring and evaluation systems and resource flows to the
sector in collaboration with relevant stakeholders.

The Directorate for Research, statistics and Information Management (RSIM)

The Research, Statistics and information Management Directorate provides the needed input for policy
formulation and decision making. It also projects the image of the Ministry and establishes collaboration
with key stakeholders.

The Finance Directorate

The Directorate deals mainly with General Accounting and the disbursement of the Ministry’s approved
budget. It also safeguards the interest of the Ministry in all financial transactions relating to revenue and
expenditure and ensures good financial administration.
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The Directorate for Water

The main focus of the Directorate is the coordination of the policies, programmes and projects on water
and water-related sanitation sub-sector of the Ministry.

The Directorate for Housing

The Directorate is responsible for the development of policies, programmes and projects as well as the
monitoring of their implementation to facilitate the provision of safe, adequate and decent housing.

The Directorate for Works

The Directorate is responsible for the development of policy guidelines, standards for the provision of
consultancy and contracting services as well as the maintenance and protection of state buildings and
properties. It is also has the supervisory role for coastal protection projects and operational hydrology
works.

Internal Audit Unit

The Internal Audit Unit is to provide objective assurance, evaluate the effectiveness of risk
management, internal controls and governance processes for effective and efficient service delivery.

Implementing Departments and Agencies of the Ministry

The Ministry also exercises supervisory role over the administration and operations of the various
Departments and Agencies under the Ministry through their Governing Boards and Heads of
Managements. These are:

Water Sub-Sector Agencies

 Water Resources Commission (WRC)
 Ghana Water Company Limited (GWCL)
 Community Water and Sanitation Agency (CWSA)
Works Sub-Sector Agencies
 Hydrological Services Department (HSD)
 Public Works Department (PWD)
 Architectural and Engineering Services Limited (AESL)
 Engineering Council (EC)
Housing Sub-Sector Agencies
 Rent Control Department (RCD)
 Department of Rural Housing (DRH)
 Public Servants Housing Loan Scheme Board (PSHLSB)
 Architects Registration Council (ARC)
 Tema Development Corporation (TDC)
 State Housing Company Limited (SHCL)

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BRIEF ON THE DEPARTMENTS AND AGENCIES

WORKS SUB-SECTOR

Hydrological Services Department (HSD)

The Hydrological Services Department is responsible for the programming and co-ordination of coastal
protection works, the construction and maintenance of storm drains countrywide and the monitoring and
evaluation of surface water bodies in respect of floods.

Architectural and Engineering Services Limited (AESL)

The Architectural and Engineering Services Limited (AESL) provides Consultancy Services in
Engineering and Architecture to organisations as well as individual persons.

Public Works Department (PWD)

The Public Works Department is the Government’s Estate Agent charged with the responsibility of
supervising the construction and maintenance of all Government bungalows, office blocks and other
landed properties.

Engineering Council (EC)

The Engineering Council regulates the practice of engineering and provide for regulated matters to secure
the highest professional standards in the practice of Engineering.

HOUSING SUB-SECTOR

Rent Control Department (RCD)

The Rent Control Department works cooperatively with landlords and tenants to promote optimum
peaceful coexistence through education, reconciliation and advice on rent matters in compliance with the
Rent Act 220.

Department of Rural Housing (DRH)

The Department of Rural Housing is mandated to input policies and develop projects and programmes
to increase access to safe, decent and affordable housing in Rural and Peri-urban areas and to also
facilitate the dissemination of creative and innovative research findings in the production and use of
improved indigenous building materials

Public Servants’ Housing Loans Scheme Board (PSHLSB)

The Public Servants’ Housing Loans Scheme Board (PSHLSB) has the responsibility to provide Housing
Loan facility to assist Public servants acquire affordable, decent and durable dwelling houses.

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Architecture Registration Council (ARC)

The Architects Registration Council is the regulatory body for the architectural profession responsible
for securing the highest practicable standards in the practice of architecture in Ghana, the registration of
persons within the Architectural Profession.

State Housing Company (SHC)

State Housing Company Limited (SHC) is mandated to “increase the availability of dwelling houses in
Ghana” by developing, building and managing public housing estates throughout the country.

Tema Development Company (TDC)

The Tema Development Corporation has the sole responsibility to plan and develop about 63 square
miles of public land for various land cases and also manage the township that had been created to
provide accommodation to those that would be engaged in these economic operations.

WATER SUB-SECTOR

Community Water and Sanitation Agency (CWSA)

Community Water and Sanitation Agency has the mandate to facilitate the provision of safe drinking
water and related sanitation services to Rural Communities and Small Towns in Ghana.

Water Resources Commission (WRC)

The Water Resources Commission has the overall responsibility for water resources management in
Ghana

Ghana Water Company Limited (GWCL)

The Ghana Water Company is a state owned limited liability company with the responsibility for urban
water delivery.

OUR SERVICES:
 Registration and Renewal of General Building, General Civil Works, General Electrical and
General Plumbing Works contractors’ certificate.
 Allocation and Management of Government Residential and Office Accommodation.
 Procurement of Goods, Services and Works
 Processing of Payment Certificates.

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OUR SERVICE STANDARDS
We promise to maintain the following standards:

N TYPE OF SERVICE TIME REQUIREMENTS FEES

O. FRAME
1 New Contractors Certificate General Requirements
1.General Building a. Obtain an application form at
the Ministry or download
(D1, D2, D3, D4) 3 weeks D1/K1 –
from the website
2.General Civil Works (21working Provide the Following: Ghs1,000.00
(K1, K2, K3, K4) days) b. Registrar General Certificate each
c. Receipts for immovable
D2/K2 – GH
equipment
d. Police Registration Form for 500 each
Road Vehicles
D3/K3 – GH
e. Current Road Worthy
Certificate 100 each
f. Current Social Security
D4/K4 – GH
Clearance Certificate,
g. Income Tax Receipts for the 50 each
immediate past three months,
in respect of company’s
workers
h. Current CVs of key
Technical Personnel
i. Letters of award of
contractors executed in the
past Five Years
j. Final Payment
Certificates/Latest interim
payment certificates for each
of the job listed (8) above
k. Statement of Bank Account
for the past Three Months
l. Audited Accounts for the
past Three Consecutive
Years

Submit completed application form to

Room 39 on the first floor

2. Upgrading/Renewal of a. Current MWRWH D1/K1 – GH

Contractors Certificate Classification Certificate for
500 each
1.General Building which upgrading is sought
2 weeks b. Current Membership D2/K2 – GH
(D1, D2, D3, D4)
Certificate of the Association
(14 working 100 each
2.General Civil Works of Building and Civil
days) Contractors of Ghana D3/K3 – GH
(K1, K2, K3, K4
(ABCCG) or any other
50 each
recognized body

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 c. Expired original Ministry of D4/K4 – GH
Water Resources, Works and
20 each
Housing Certificate
New Contractors Certificate General Requirements
1. General Electrical a. Obtain an application form at E1 – GH 500
the Ministry or download
(E1, E2, E3) each
from the website
2. Plumbing Works Provide the Following: E2 – GH 200
(G1, G2) b. Registrar General Certificate each
c. Receipts for immovable
E3 – GH 50
equipment
d. Police Registration Form for each
Road Vehicles
G1 – GH 300
e. Current Road Worthy
Certificate each
f. Current Social Security
G2 – GH 100
Clearance Certificate,
g. Income Tax Receipts for the each
immediate past three months,
in respect of company’s
workers
h. Current CVs of key
Technical Personnel
i. Letters of award of
contractors executed in the
past Five Years
j. Final Payment
Certificates/Latest interim
payment certificates for each
of the job listed (8) above
k. Statement of Bank Account
for the past Three Months
l. Audited Accounts for the
past Three Consecutive
Years
m. Submit completed
application form to Room 39
on the first floor

Upgrading/Renewal of a. Submit expired original

Contractors Certificate Ministry of Water
E1 – GH 200
1. General Electrical Resources, Works and
2 weeks Housing Certificate. each
(E1, E2, E3) b. Current MWRWH
(14 working E2 – GH 50
2. Plumbing Works Classification Certificate for
days) which upgrading is sought each
(G1, G2 c. Submit Current Clearance
E3 – GH 20
Certificate from Electrical
and Plumbing Contractors each
Association
G1 – GH 100
Submit completed application form to
Room 39 on the first floor each
G2 – GH 20
each

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Allocation of Government On the basis a. Obtain Application Form
Residential Bungalows/ Flats from Room 57/58 or
of
Download from website
availability b. Attach Cover Letter from
place of work
c. Attach a recent copy of
payslip
d. Submit Completed
Application Form to the
Chief Director

After Allocation
a. Obtain copy of Manual
Application Form from
b. Attach a recent copy of
Passport Picture
c. Attach copy of recent payslip
Allocation of Government On the basis Submit letter of Application to the
Office Accommodation
of Chief Director
availability
ICT (GOODS)

Preparation of Tender 1-6 Weeks a) Valid Business Registration

Documents 1-2 Weeks Certificate

Prior Review/ETC/TRB 6Weeks b) Valid VAT Certificate

Approval Minimum
c) Valid SSNIT Clearances
Adverts/Tender Invitation
Tender Close/Opening 1 Day
d) Valid GRA Certificates

Tender Evaluation and Report 2-4 Weeks e) Power of Attorney

Submission
f) Tender Security
Approval by ETC/TRB 1-2 Weeks
Contract Award
1-2 Weeks

Contract Signature 1-4 Weeks

Letters of Credit Goods 2-4 Weeks

Delivery 6-16 Weeks

Inspection and Acceptance 4 Weeks

NCT (GOODS)
a) Valid Business Registration
Preparation of Tender 1-3 Weeks
Certificate
Documents
b) Valid VAT Certificate
1-2 Weeks
Prior Review/ETC/TRB
Approval c) Valid SSNIT Clearances
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Adverts/Tender Invitation 2-4Weeks d) Valid GRA Certificates

Tender Close/Opening e) Power of Attorney

1 Day

Tender Evaluation and Report f) Tender Security

1-2 Weeks
Submission
1-2 Weeks
Post Review/No objection

Contract Award 1-2 Weeks

Contract Signature 1-3 Weeks

Letters of Credit Goods 1-4 Weeks

Delivery per Contract

Inspection and Acceptance

1 Weeks
ICT (WORKS)

Preparation of Tender 2-4 Weeks

a) Valid Business Registration
Documents Certificate
1-2 Weeks
Prior Review/ETC/TRB b) Valid MWRWH Certificate
Approval
c) Valid VAT Certificate
6-8Weeks
Adverts/Tender Invitation
d) Valid SSNIT Clearances
Tender Close/Opening 1 Day
e) Valid GRA Certificates
Tender Evaluation and Report
f) Power of Attorney
Submission 2-4Weeks
g) Tender Security
Post Review/ETC/TRB
Approval 1-2 Weeks
1-2 Weeks
Contract Award

Contract Signature 2-3 Weeks

Mobilization (Advance
Payments) 2-4 Weeks
per Contract
Completion Period

Final Acceptance 24-52Weeks

NCT (WORKS)

Preparation of Tender 2-4 Weeks

a) Valid Business Registration
Documents Certificate

b) Valid MWRWH Certificate

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 Prior Review/ETC/TRB 1-2 Weeks
Approval c) Valid VAT Certificate

Adverts/Tender Invitation 6-8 Weeks d) Valid SSNIT Clearances

Tender Close/Opening e) Valid GRA Certificates

1day
f) Power of Attorney
Tender Evaluation and Report
2-4Weeks g) Tender Security
Submission

Post Review/ETC/TRB 1-2 Weeks

Approval

Contract Award 1-2 Weeks

Contract Signature
1-3 Weeks

Mobilization (Advance
Payments) 2-4 Weeks
Per Contract
Completion Period

Final Acceptance 24-52 Weeks

Request For Quotation

Preparation of Tender a) Valid Business

Document 1week Registration Certificate

b) Valid VAT Certificate

Invitation or Solicitation Letter
2 Weeks
c) Valid SSNIT
Tender Close/Opening 1day
Clearance/Certificate

Evaluation and Submission of d) Valid GRA Certificates

1week
Report

1 Week
Award Of Contract

Contract Signature 1 Week

Delivery/Completion
4weeks

Inspection and Acceptance 1week

Final Acceptance 1week

5. Acknowledgement of Letters 5 days

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 6. Process of Commencement 5 days
Warrants to Ministry of
Finance
7. Processing of Release letters to 5 days
Ministry of Finance

*Please note that all fees and charges are subject to change

CLIENT SERVICE UNIT STANDARDS

The Ministry will endeavour to:

 Provide a clean, healthy, friendly and functional client service unit.

 Provide our clients with transparent, useful and timely information
 Make available current, accurate and reliable information documents (i.e handouts, pamphlets)
to our clients
 Place a suggestion box at our client service unit to facilitate feedback on the quality of our services
 Undertake client service survey twice a year and publish the results.
 Mark all office doors clearly to facilitate easy identification and access.
 Provide a One Stop Shop for Information on the Sector
 Ensure continued improvement in our service delivery.

WHAT WE EXPECT FROM OUR CLIENT

To assist the Ministry to effectively perform its functions expeditiously, we expect the following from
our client:-

 To be courteous and polite to our staff

 Comply with our Rules, Guidelines and Regulations
 To ensure that all forms are properly completed
 To adhere strictly to the procedures for lodging complaints
 Expeditiously reply to queries and enquiries.
 Inform us if you are not satisfied with our services

COLLABORATING MDAS AND INSTITUTIONS:

 The Office of the President

 The Office of the Head of the Civil Service
 Ministry of Education
 Ministry of Communication
 Ministry of Roads and Highways
 The Ministry of Finance
 Ministry of Local Government & Rural Development
 Ministry of Health
 Ministry of Foreign Affairs and
 Ministry of Land and Natural Resources
 Ministry of Energy
 Ministry of Power
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  Ministry of Justice and Attorney General’s Department
 Ghana Statistical Service
 Ghana Revenue Authority (GRA)
 Ghana Investment Promotion Centre (GIPC)
 National Development Planning Commission (NDPC)
 Ghana Investment Promotion Centre (GIPC)
 The Controller and Accountant General’s Department (CAGD)
 The Ghana Audit Service
 Internal Audit Agency
 Ghana Institution of Architects (GiA)
 Ghana Institute of Engineers (GiE)
 Public Procurement Authority (PPA)
 All Development Partners (Dps)
 Ghana Police Service
 Social Security and National Insurance Trust (SSNIT)
 Lands Commission
 Land Valuation Board
 Department of Survey
 Bank Of Ghana
 National Media Commission
 Ghana Real Estate Development Association (GREDA)
 Coalition of Non-Governmental Organisations in Water and Sanitation (CONIWAS)

HOW AND WHERE TO LODGE COMPLAINTS

You may address all your observations, comments and complaints to:-

The Client Service Unit

Room 50 Ground Floor
Ministry of Water Resources, Works and Housing
P. O. Box. M. 43
Accra

Telephone: 0302-685522/685519
Email: csu@mwrwh.gov.gh
Website: www.mwrwh.gov.gh

When you are not satisfied you may address your observations, comments or complaints to:-

The Chief Director

Ministry of Water Resources, Works and Housing
P. O. Box. M. 43
Accra

Telephone: 0302-685522/685519
Email: csu@mwrwh.gov.gh
Website: www.mwrwh.gov.gh

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WHERE TO FIND US:

The Ministry is located at the Ministries Area, behind the Ministry’s Police Station (DOVVSU), opposite
Ministry of Trade and adjacent to Ministry of Communication.

HOW TO CONTACT US
The Ministry of Water Resources, Works and Housing:
Postal Address: P O Box M43, Ministries, Accra
Telephone: + 233 0302
Fax: +233 0302
Email: info@mwrwh.gov.gh
Website: www.mwrwh.gov.gh

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