THE EDITOR, Sir:
PLEASE ALLOW me to respond to a letter published in your newspaper of Thursday, April 26, accusing the National Water Commission (NWC) of being "callous and uncaring" for disconnecting a customer for unpaid bills.
The National Water Commission rejects that charge, as it is our commitment to respond to the genuine needs and challenges of all our customers in the most conscientious and caring way possible while at the same time insisting that payment be made for services provided.
In presenting her case, the customer failed to highlight the fact that despite being her responsibility, it was the NWC that took steps to find and bring to her attention that she had a leak on the premises, advised her to have it repaired, and also offered her an agreed payment arrangement to clear the arrears.
The high water consumption was allowed to continue despite our verbal and written advice, and she failed to maintain the agreed payment arrangement. As a result the NWC finally, months after being entitled to do so, disconnected her supply for non-payment of arrears.
This is certainly not the action of a callous and uncaring utility.
We believe that in this case, as in several others, the NWC has demonstrated extraordinary patience. Customers must be alive to the fact that water supply service is delivered at a cost and if they fail to meet their obligations the NWC has no alternative but to disconnect its service. And, as always, we remain available to discuss reconnection arrangements as we still care.
We are, etc.,
National Water Commission,
CHARLES BUCHANAN,
Corporate Public Relations Manager
