The National Water and Sewerage Corporation (NWSC) has come under fire after residents of Wakiso district and some from the greater Kampala metropolitan area decried their billing system stating that it is lacking and not coordinated.
The residents are disgruntled about the recurrent estimated bills they receive on their phones, yet no meter readings are taken and some say meter readings are done twice in a month.
“I have been billed twice in the same month and with the same old previous bill, when I asked the marketing agents, they claimed they were not aware that their colleagues had already billed me, I am wondering how that is possible yet they use GPs,” said a resident.
According to residents, some meters are estimated and they end up being charged very high amounts, that even one living alone pays a bill equivalent to that of a family of five.
Wekesa Milton (not real name), stated that he lives alone, and is only home mainly on weekends, but he received a bill so high, he was forced to call the NWSC branch in his area and get some explanations as to why his bill is so high yet he has never missed his monthly payments.
“After receiving the bill, I called the branch, but the manner in which the lady responded to me, left me wondering whether mafias have invaded National water, she was so rude,” said Wekesa.
The residents have also stated that the customer care lady who answers their calls about inquiries into these uncoordinated billing methods employed by the marketing assistants (field agents) was rude and abrasive.
Another resident stated that the field agents read their bill wrong and when confronted the agents became abusive, rude, and threatened to disconnect the meter.
When the NWSC headquarters was contacted by some clients, they encouraged them to go physically to the branch and get their bills reconciled, and also asked clients to pay on time and avoid disconnection.