Customer Service FAQs

You can apply for water and electricity services from any of our branch offices across The Gambia. Visit your nearest NAWEC branch during working hours (Monday–Friday, 8:00 AM – 4:00 PM).

To complete your application, you will need to provide:

• Proof of property ownership — Title deeds, Alkali's transfer document, local authorities transfer document, or any receipt of rate payment
• Valid identification — Copy of National ID Card, Passport, or Driver's Licence
• Nearest NAWEC pole number (if applicable)
• Location sketch — A simple plan showing the location of your property/compound
• Application fee — D500 non-refundable processing fee

After submitting your completed application:

1. Your application will be surveyed to determine the feasibility of your request
2. If your request is within the specified service connection limit, you will be issued with an invoice for payment
3. Once payment is confirmed, your connection will be scheduled for installation

NAWEC endeavours to complete your application within the following timeframes:

• Site survey: Within 2 weeks after application
• Service installation: Not more than 4 weeks after payment

The maximum limit for a standard electricity service connection is 45 metres from the nearest Low Voltage (LV) distribution point to your house or structure. Any request beyond 45 metres is considered to require a line extension.

If your application is confirmed to require a line extension, you have two options:

• Wait until NAWEC extends the network closer to your property through scheduled network expansion projects
• Contact any NAWEC-licensed electricity contractor to arrange a private LV line extension at your own cost

NAWEC is progressively replacing all conventional (postpaid) meters with prepaid meters. Prepaid meters allow you to purchase electricity credit in advance and monitor your consumption in real time. If you still have a conventional meter, please visit your nearest branch with a copy of your bill, the nearest pole number, and your contact details.

The maximum distance for a standard water service connection is 150 metres from the nearest water mains pipe. If your property is beyond 150 metres, a main pipe extension will be required.

Responsibility depends on where the leak is located:

• After the meter (on your property): It is the customer's responsibility to repair leaks on the customer side. We recommend comparing your meter reading and bill regularly to monitor consumption.
• Before the meter (on NAWEC's side): Contact your nearest branch office during working hours, or call our 24/7 emergency line at 1669.

Customers must notify NAWEC before making any changes or additional fittings to an existing water supply. All such work is subject to examination by NAWEC to ensure compliance with regulations and prevent waste that could lead to unexpectedly high consumption and billing.

Meters are read at the beginning of each month, from the 1st to the 10th. Meter reading and bill distribution are carried out concurrently by the same meter reader.

If you do not receive your bill after this period, please contact your nearest NAWEC branch or the Customer Relations Department at NAWEC Headquarters.

Customers are issued with meter reading cards where monthly readings are recorded. You can use this card to verify the readings shown on your bill and monitor your consumption patterns over time.

NAWEC offers several convenient payment options:

• Branch offices: Pay at any NAWEC branch during working hours
• Prepaid top-up: Purchase electricity credit from authorised vendors
• Mobile money: Available through supported mobile payment platforms

If you believe there is an error on your bill, visit your nearest NAWEC branch office with your bill and meter reading card. Our customer service team will review your account and arrange a meter re-read if necessary. You can also call 1669 for assistance.

Call the NAWEC 24/7 emergency hotline at 1669. You can also reach us at 996 6169, 366 4169, or 437 5958. For non-urgent enquiries, visit your nearest branch office during working hours.

NAWEC branch offices are open Monday to Friday, 8:00 AM – 4:00 PM. The emergency hotline (1669) is available 24 hours a day, 7 days a week.

NAWEC Headquarters is located at 53 Kairaba Avenue, Kanifing South Municipal District (KSMD), The Gambia. You can reach us by phone at +220 437 6090 or by email at info@nawec.gm.