Water management is not only about pipes and pressure it is also about trust. Across Angola, the Ministry of Energy and Water and its public utility EPAL are advancing a new communication framework designed to strengthen the link between service delivery, fair tariffs, and citizen confidence.

For years, tariff adjustments in the water sector were perceived as administrative decisions disconnected from the public. That perception is changing. Under Minister João Baptista Borges, a gradual transition is underway toward a more transparent model: one that explains how tariffs sustain maintenance, improve network efficiency, and guarantee continuity of supply.

EPAL’s public-service modernization plan now integrates real-time feedback, digital customer service, and predictive maintenance data. The “My EPAL” platform allows residents to track consumption, report leaks, and access billing details through mobile devices. This transparency showing where each kwanza goes and how it improves service is rebuilding confidence in public utilities.

Equally significant is the sector’s emphasis on social equity. Tariffs are being reviewed to protect low-income families while maintaining financial viability for long-term infrastructure investment. Cross-subsidy models and pre-paid community meters are helping balance affordability and sustainability.

Information campaigns, local radio programs, and public consultations are complementing the technical reforms. By explaining the link between responsible consumption and reliable service, authorities are promoting a culture of shared responsibility between provider and user.

This approach is already yielding results. Customer satisfaction surveys in Luanda indicate improved perceptions of service reliability and responsiveness. Behind each data point lies a strategic message: transparent governance and fair pricing build resilience not only in the water system, but also in public confidence itself.

As Angola accelerates its path toward universal water access, the combination of technical modernization and communication transparency is proving decisive. Tariffs are no longer a source of contention they are becoming a symbol of accountability and trust.