Dear Claudienne,

Good day. I have a complaint about the National Water Commission (NWC). I’m retired and I live alone. I am the only person on my side of the house and I am the only person using water from my meter.

From January to May 2023 my NWC bill showed my average monthly water usage to be 5,000 litres. In June 2023 I went to the USA and did not return to Jamaica until January 2024. Although there was no one staying at my house or using the water attached to my meter while I was in the USA, the June bill stated that my water usage for that month was 53,000 litres.

The NWC said that up to November, when they disconnected my water, my average consumption was above 40,000 litres of water per month.

Before I left Jamaica in June 2023 I went to the NWC office in Cross Roads to inquire about the large water consumption I was billed for in June 2023. I was told to check for leaks in and around the house, which I did. I did not find any leaks. I paid $20,000 on the June 2023 bill. On the morning of June 27, 2023, when I left for the US, I locked off all the pipes.

So that I could be sure no water was getting into the house and to prove that the problem had to be with the meter, in August 2023 while I was overseas I asked the young man who would clean and cut the hedges around the house to “cut out piece of the water pipe” that took water to the house.

Nonetheless, I continued to receive very high bills from the NWC for water not received or used and that I cannot now pay for. In December 2023 the NWC disconnected the water for non-payment.

I returned to Jamaica on January 23, 2024 and since then, despite all my efforts to get the NWC to reconnect the water to my side of the house, they have refused to do so.

On February 8 someone came to check the meter but discovered that it had already been disconnected. I have requested the NWC to check if the meter is malfunctioning but the customer service representative said that it cannot be checked with the water disconnected.

On February 22, 2024 the NWC sent me the following email:

“Thank you for contacting the National Water Commission. As your preferred water supplier we strive to meet the needs of all our valued customers to provide excellent customer service. We are more than happy to assist you.

Based on our checks, we note a pending meter test service order generated on February 21, 2024 reflected within our system. Please note that you will be contacted by a representative to visit the commercial office to witness the test. Regarding the reconnection request, kindly note that the outstanding balance $165,019.17, inclusive of the reconnection fee, must be settled to restore the supply. If you are experiencing challenges settling the balance for reconnection we recommend that you visit the commercial office to establish a payment arrangement.

Your reference code is 897xxxx

Please contact us at 888-225-5692 or live chat with an agent on our website
https://nwcjamaica.com/, if you have any other concerns.”

I need water to bathe, cook, clean, and maintain hygiene, and my woes are being ignored by the NWC.

I am asking for your help to remedy this situation. The NWC records should show that before this incident I have been a customer who paid the bills on time. I am very disheartened by the situation and how I am being treated and ask for swift action in resolving this matter.

DS

Dear DS,

Tell Claudienne has been in communication with the NWC and notes that on March 26 a new meter was installed at the premises. However, your overbilling concerns are still to be addressed.

The column notes that the NWC’s Regional Office has sent you an email that states:

“Your concerns are duly noted and will be addressed.

In order for a review to be done on your account, the NWC will need to receive actual readings from the new meter. Please allow us three months to receive the necessary information in which we will need to do the assessment.

Kindly provide us with proof of vacancy for the period you stated you were not at the property. JPS bills will suffice for this purpose.”

Tell Claudienne notes that you have sent the NWC the JPS bills you received prior to going to the US on June 27, 2023 and since you returned.

Please inform Tell Claudienne of the NWC’s decision when the investigation is completed.

We wish you all the best.

Have a problem with a store, utility, a company? Telephone 876- 936-9436 or Cell and whatsapp # 876-484-1349 or write to: Tell Claudienne c/o Sunday Finance, Jamaica Observer, 40-421/2 Beechwood Avenue, Kingston 5; or email:edwardsc@jamaicaobserver.com. Please include a contact phone number.