The Cayman Islands Water Authority has responded to recent complaints about high water bills.
A press release from the Authority states that water rates have not increased nor were there any computer billing errors.
All customers are being asked to review their December and January bills for comparison and to take into consideration the following circumstances, which may have contributed to a higher than average water bill:
The meter-reading for the December bills was done in early to mid December while the meter-reading for January bills was completed in mid January. Though the number of billing days may be relatively similar for both periods, one must consider that during the Christmas holidays (which falls in the January billing period) more water is used as more individuals are at home with their children which results in more frequent baths, cooking, cleaning and other activities that can increase overall water usage.
Customers must also take into account that the energy adjustment factor changes from month-to-month and was higher than normal in December/January.
As with most utility billing processes that rely on manual meter-reading there is always a small possibility of human error. For the period in question 20 customer accounts, representing about 0.18 per cent of the customer base experienced a data-input error. In this situation, each customer received a letter and the appropriate adjustments were made to their account with our sincere apologies.
Should any customer still have queries regarding their bill, they are advised to contact customer service representatives who can investigate the matter and arrange for the necessary actions, whether assistance in leak detection or meter-testing.
Customer Service Manager Mrs. Joanna Welcome Martinez encourages customers with any queries to contact her or any representative on telephone numbers 814-2101, 814-2102 and 814-2103. Emails may be sent to [email protected].
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