[01] Olivier Irumva, School of Eco-Environmental Engineering, Guizhou Minzu University, Guiyang, China. [02] Gratien Twagirayezu, School of Environmental and Municipal Engineering, Lanzhou Jiaotong University, Lanzhou, China.

Access to a safe and passable water supply greatly affect the health, economic productivity and quality of life of the people. Unfortunately meeting this need is a major challenge facing urban communities in Rwanda today. Water and Sanitation Corporation (WASAC) as a superintend institution to water supply in Rwanda is trying to improve water supply services unless to meet the demands of safe and adequate drinking water to Kigali city inhabitants still a challenge, Where customer’s complaints on water supply services observed in a different regions. Considering and be cautious about these complaints is crucial, This would help to reveal the gaps and persuade to water supply services improvement and the establishment of complaints handling strategies is a good way of heightening water supply services, which are the foremost intent of this research. These were attained by laboratory testing using water samples from three different sectors: Rwezamenyo in Nyarugenge district, Gikondo in Kicukiro district, and Gatsata in Gasabo district. moreover, these helped to assess water quality in the network system. in addition, rhetorical questions and interrogation were used to root out water-related issues linked with complaints. in this research water quality, quantity, cutoff, pipeline repair, tariff, and water bills linked to complaints were noted to be the frequent water supply-related issues. Mainly, Water quantity, Cutoff, and pipeline repair were noted to be the potential pronounced. According to WHO guidelines Copper, Zinc, Iron, Turbidity, Color in both sectors and water treatment plants (WTP) are found to be in normal range 1 mg/l, 3 mg/l, 0.3 mg/l, <5NTU, 15APHA respectively. The Increase of Turbidity from NZOVE treatment plant 0.55 NTU and 4.1 NTU in GATSATA Sector indicates broken pipelines, therefore Chlorine residual is used as water additive to control microbes, disinfect within water distribution system. only 28.4% of customers raised issues while 72.6% did not announce their issues to supply utility and 91% are strongly agreed that it is not easy to communicate with Water provider. The analysis proposed that communication is necessity among customers and water supply utility in order to get imformation easliy from water utilities whereby it will be based on Mobile telephone SMS alert.

Water Distribution System, Mobile Telephone SMS Alert, Network System, Kigali City Inhabitants, Treatment Plants

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