Privacy Policy


Privacy Notice – Oman Water and Wastewater Services Company S.A.O.C.

Last updated: 15th. March. 2026.

 

1.Who We Are

Oman Water and Wastewater Services Company S.A.O.C. (“NWS”, “we”, “our”) is the data controller responsible for determining the purposes and means of processing personal data in accordance with Royal Decree 6/2022 – Personal Data Protection Law (PDPL) and its Executive Regulations. We are committed to protecting the privacy of our customers, employees, contractors, and other stakeholders.

This notice explains:

  1. What personal data we collect.
  2. How and why we process it.
  3. Your rights under the law.
  4. How to contact us regarding your personal data.

By using our services, you acknowledge that you have read and understood this notice.

1. What we mean by Personal Data and Processing

Under Article 1 of the Personal Data Protection Law (PDPL):

  1. Personal Data is any data—regardless of source or form—that can identify you directly or indirectly (e.g., name, civil ID, location data, property information, contact details).
  2. Processing means any operation performed on personal data, including collection, storage, use, disclosure, transfer, or deletion.

3. How we collect your data

We collect personal data directly from you (via applications, service centers, website, mobile app, call centers) and indirectly from authorized third parties, contractors, or public records as permitted by law.

2. What we collect

We collect and process personal data necessary to provide you with our water and wastewater services, including:

  1. Identity information (e.g., full name, civil ID, date of birth).
  2. Contact information (e.g., phone number, address, email).
  3. Property information (e.g., Municipality letter, Krooki, Mulkiya).
  4. Account details and service history.

Payment Data: We do not collect or store your credit/debit card details. Payment information is processed directly by our authorized payment service providers (e.g., Bank Muscat) in compliance with applicable security standards.

We may collect your data directly from you, your authorized representatives, or third parties acting on your behalf via:

  1. NWS website and mobile app.
  2. Approved payment gateways (e.g., Thawani Gateway, OIFC, ONEIC, Tadoom, Tanker Filling Stations).
  3. In-person service centers.

 

3. Why we process your Personal Data

We process your data for specific, lawful purposes, including:

  1. To provide and manage water and wastewater services – Performance of contract.
  2. To issue and collect bills and manage accounts – Performance of contract/legal obligation.
  3. To manage customer enquiries, complaints, and service requests – Performance of contract/legitimate interest.
  4. To meet regulatory and legal requirements – Legal obligation.
  5. To ensure security and maintenance of infrastructure – Legitimate interest/legal obligation.
  6. To send service-related notifications – Performance of contract.
  7. For recruitment– Consent/legal obligation.

4. How we protect and store your Personal Data

We implement physical, technical, and administrative safeguards to protect your personal data against loss, misuse, unauthorized access, or disclosure. This includes:

  1. Secure hosting in accredited data centers within Oman.
  2. Access controls and role-based permissions.
  3. Encryption of data at rest and in transit where appropriate.
  4. Regular security reviews and risk assessments.

We retain your personal data only for as long as necessary for the purposes stated, unless a longer period is required by law. When no longer needed, we securely delete or anonymise your data.

5. Sharing and Transfers

We do not sell your personal data. We may share it with:

  1. Service providers and contractors processing data on our behalf, underwritten agreements containing PDPL-compliant clauses.
  2. Public authorities or regulators were required by law.
  3. Entities involved in payment processing.

Where personal data is transferred outside Oman, we comply with PDPL requirements (Article 23), including obtaining necessary approvals from the Ministry of Transport, Communications and Information Technology where applicable.

6. Your Rights

Under the PDPL, you have the right to:

  1. Access your personal data and obtain a copy.
  2. Request correction of inaccurate or incomplete data.
  3. Request erasure of your data where no longer needed or processed unlawfully.
  4. Withdraw consent where processing is based on your consent.
  5. Object to certain types of processing.
  6. Be informed of any data breach affecting your personal data.

Requests to exercise your rights can be made through the contact details below. We will respond within the statutory timeframes set by the PDPL.

7. Consent

Where processing is based on consent, we will obtain it in clear, specific terms. You may withdraw your consent at any time; however, this may affect our ability to provide certain services.

If you provide us with personal data of another person, you are responsible for ensuring that the person has authorized the disclosure and is informed of this notice.

For minors, consent must be given by their legal guardian.

8. Contact Us

For questions, concerns, or to exercise your data protection rights, please contact us via email at:

dpo@owwsc.nama.om
 

9. Updates to this Notice

We may update this notice periodically. Any material changes will be communicated via our website and app.