NWC addressing billing and service issues

The National Water Commission (NWC) has reaffirmed its commitment to improve customer engagement and service delivery.

Acting Corporate Public Relations Manager, Delano Williams, gave the pledge during a recent discussion session, facilitated by the Office of Utilities Regulation (OUR), to address water bills and service complaints.

Williams said the agency is working to enhance customer support and billing transparency.

“NWC receives approximately 50,000 customer interactions monthly, comprising both complaints and service requests,” Mr. Williams said, identifying high bills, leaks, and supply disruptions as the most common concerns.

He assured customers that the NWC has stringent verification procedures for high readings.

 “We visit your premises once under normal circumstances and that is to capture the meter reading. In the event that we get a reading that is either lower than your average or higher, we immediately discharge or dispatch a team to do the recheck,” he indicated.

Williams encouraged customers to perform routine leak checks and seek assistance from NWC’s technical support team.

Addressing billing estimates, Williams explained that “any estimate provided is based on the average number of the three actual readings prior to that estimate so we use the average of what you normally consume to determine how much”.

Turning to wastewater management, Williams highlighted ongoing efforts to expand sewerage coverage and improve service reliability.

He encouraged residents within 100 yards (91.4 metres) of the NWC sewerage network to connect, noting that charges will apply upon connection.

Customers experiencing billing anomalies or service disruptions are encouraged to contact the NWC at 888-225-5692 or visit its website for assistance.