MORRIS NAFU
Unhappy customers have raised concerns over the lack of professionalism, accountability, and inappropriate actions by the Solomon Water which apparently have been going on for ‘many years’.
Topping the list of complaints raised by unhappy customers against the water authority are: cutting water meters without any prior notification, not notifying customers about any policy changes, charging customers based on guess work or estimates, and in some cases cutting off the water supply to customers from water-pipes outside of the customers’ residences.
These activities have been an ongoing practice causing inconvenience for the general public as water is a necessity of life, according to the unhappy customers.
Unhappy customers say they have decided to raise this matter with the media following years of repeated bad experiences with the water authority, Solomon Water, which is the sole provider of the water service in the country.
“For many years, SolWater personnel just turn up and cut the water meter off when we forgot to pay our bills, without any prior notification on a looming deadline,” one customer says.
“For years we have raised our complaint over lack of prior notification to the head office, and each time we keep receiving assurance that we will be notified next time, but then it happens again, and this cycle continues,” the customer says.
Another customer shares that his residence has an outstanding water bill which he had an agreement with SolWater to repay via monthly instalments, but last month SolWater suddenly cut off his water supply two weeks before the next pay-date.
And, when he went to the SolWater office to enquire, he was told that there was a new policy which demanded that he paid the whole outstanding bill. This customer was never notified about this change in policy.
Another malpractice by SolWater is its usual tendency to calculate water bills using guess work, estimates, without actually reading the customers’ water meter.
The unhappy customers say this is unfair and results in them being overcharged, and has been the water authority’s normal practice for many years.
One of the unhappy customers share: “Few instances, SolWater cut off my water supply not at the water meter beside my house, but at a pipe joint near the public road nearly 100 metres from my house.
“This is very risky because members of public now know where that pipe leading to my house is, and there is the risk that anyone with mischievous or bad intentions can tamper with it, affecting my family.”
These allegations point to an organistation which is unprofessional, lacks accountability and provides bad service.
The unhappy customers call on Solomon Water to improve on these areas of complaint.
“SolWater is a state-owned enterprise and a service provider, it cannot continue acting unprofessionally with its malpractices with impunity. It has to be answerable.”
In response via email however, the Solomon Water Authority said Solomon Water conducts meter readings according to a fixed schedule, and bills are generated based on these readings.
“In instances where staff cannot access a property due to reasons such as locked gates or the presence of dogs, staffs issue an estimated bill.
“This estimation is typically based on an average usage of 40 kiloliters.
“However, once actual meter readings are obtained, any necessary corrections to the bill are made.
“Additionally, our meter readers take photos of the meter readings to ensure accuracy and transparency.
“Customers are encouraged to review their bills and reach out to the Solomon Water customer service outlets or contact directly if they have any concerns or discrepancies.
“With Regards to water cutting issue Solomon water expressed their understanding of causing inconvenience by unnotified water cuts and strive to handle these situations professionally.
“Our policy includes providing a 14-day notice to customers before any disconnection action is taken. Notifications are sent via email for those who have provided their email addresses, and via SMS for domestic customers with mobile numbers,” statement said.
Statement further added, it is crucial for customers to keep their contact information up to date with the authority to ensure they receive these important notices.
“Solomon Water identifies accounts eligible for disconnection, and executes the disconnection and subsequent reconnection.
“Policies relating to meter reading, billing schedules, tariffs, and disconnections are communicated to customers during the onboarding process to ensure they are well informed,” statement further added.
