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The National Water and Sewerage Authority (“NAWASA”, “we”, “us”) is the public utility responsible for water and sewerage services in Grenada, Carriacou and Petite Martinique. We are a statutory body established under the National Water and Sewerage Authority Act, Cap. 208.
This policy explains what personal information we collect when you use www.nawasa.gd, and when you contact us or apply for a service through the channels described on it: our online forms, email, telephone, WhatsApp and our application forms. It also explains what we do with that information and the choices you have.
We decide how and why this information is used, so we are responsible for it. We aim to follow the privacy and data protection principles set out in Grenada’s Data Protection Act, 2023 (Act No. 1 of 2023), and we comply with the other laws that apply to us.
Please read this policy together with our Terms of Use.
| When you | We collect |
|---|---|
| Report a problem online | The type of problem, where it is and when it started; your name, phone number and email address; and your account number and a photo, if you choose to add them |
| Contact us by email, phone or WhatsApp | Your name and contact details, what you tell us, and anything you send us, such as photos, a location pin or a meter reading |
| Apply for a new connection, or ask for a service on your account | Your name, address and contact details; a copy of your photo ID; documents showing that you own or may occupy the property; any letter of authorisation; and business registration documents for commercial customers |
| Ask about your account, bill or payments | Your account number and the details we need to find your records and answer you |
If you give us information about someone else, such as a property owner, landlord, tenant or neighbour, please make sure you are entitled to share it.
We do not ask for sensitive personal information, such as details of your health, through this website. Please include it only if it is relevant to your request.
Fields marked as required on a form are the minimum we need to act on it. You can choose not to complete them, but we may then be unable to respond to your report or process your application.
We also hold information that we create or receive while providing your service: meter readings, billing and payment records, payment confirmations from banks and payment agents, and reports that other people make about a problem at or near your property.
When you visit the website, the servers that host it record standard technical information: your IP address, the date and time of your visit, the pages you viewed, the page that referred you, and your browser and device type. We use this to keep the site secure and working properly. We do not use it to identify you, unless we need to investigate misuse of the site.
The website also uses cookies and similar browser storage. Section 7 explains these.
Our forms are meant to be completed by adults, and applications for service must be made by an adult. We do not knowingly collect personal information from children through this website. If you believe a child has sent us personal information, please contact us and we will delete anything we do not need to keep.
We collect personal information only where we have a lawful reason to do so:
We use your information to:
We do not sell your personal information. We do not use it for advertising, and we will not send you marketing messages unless you have agreed to receive them.
We share personal information only where there is a need to, and only as much as is needed. We may share it with:
This website is hosted for us by a third-party hosting provider, and some of the services we use, including email and WhatsApp, are run by companies based outside Grenada. Your information may therefore be stored or processed in other countries. We choose our providers with care, but services such as WhatsApp handle your messages under their own terms and privacy policies.
We keep personal information only for as long as we need it for the purpose it was collected for, and for as long afterwards as the law requires.
| Type of information | How long we keep it |
|---|---|
| Reports and enquiries | For as long as it takes to resolve the matter and keep a record of how we handled it |
| Applications and supporting documents | While your account is open, and afterwards for as long as they are needed for legal, audit or dispute purposes |
| Account, billing and payment records | While your account is open, and afterwards for the period the law requires financial records to be kept |
| Website server logs | For a short period, for security and troubleshooting |
When we no longer need information, we delete it, destroy it securely or make it anonymous.
Cookies are small files that a website stores on your device.
You can block or delete cookies in your browser settings. Most of the site will still work, although some features may not display as intended.
You can ask us:
Write to us by email or letter using the details in section 12, and mark your message “Privacy request”. Tell us what you need and give us enough detail to find your records, such as your account number.
We must be sure we are giving information to the right person, so we may ask you to confirm your identity first. We will reply in writing within 30 calendar days of receiving your request and any proof of identity we need, and give you any copy you are entitled to within 60 calendar days.
We do not normally charge for this. If a fee permitted by law applies to your request, we will tell you the amount before we go ahead. If we cannot do what you ask, we will explain why.
Please contact us first so that we can try to put things right. You can ask for your concern to be reviewed by a senior officer. Once the Information Commission provided for under the Data Protection Act, 2023 is in operation, you may also be able to complain to it.
We take practical steps to protect personal information against loss, misuse, and unauthorised access, change or disclosure:
No website or electronic system can be guaranteed to be completely secure. Please do not send bank card numbers, PINs or online banking passwords by email, WhatsApp or through this website. NAWASA will never ask you to send them this way. Email is not a fully secure channel either, so if you would rather not email copies of your ID or property documents, you can bring them to any NAWASA office.
If a security incident puts your personal information at risk of serious harm, we will tell you as soon as we reasonably can and explain what we are doing about it.
This website links to sites we do not run, including banks and payment agents, government and regulatory bodies, Google Maps and social media. Those sites have their own privacy policies, and we are not responsible for how they handle your information.
Our pages on Facebook, X, Instagram and YouTube are governed by those platforms’ own terms and privacy policies. Comments there are public, so please do not post account numbers or other personal details on them.
We may update this policy from time to time. The date at the top of the page shows when it was last changed. If we make a change that significantly affects how we use your information, we will post a notice on this website before the change takes effect.
For questions about this policy, contact us using the details below. Requests under section 8 need to be in writing: by email, by letter, or handed in at one of our offices.
National Water and Sewerage Authority
Headquarters, Lucas Street, St. George’s, Grenada
To report a leak, an interruption or another problem with your water or sewerage service, please use the Report a Problem page. In an emergency, call 292.
