Water Corporation has had to reissue over 36,000 utility bills since July 1, 2023, due to discrepancies in meter readings. The adjustments have resulted in a financial impact of nearly $4 million, encompassing both overcharges and undercharges to customers. This figure is part of a broader trend, as the number of adjustment notices is set to exceed the previous financial year’s total of 76,551, according to data presented to Parliament.
As of now, Water Corporation has issued 36,779 adjustment notices. The utility has reimbursed customers a total of $1.86 million since the beginning of the financial year, surpassing the $1.82 million it has undercharged in the same period. Notably, of the overcharged amount, $422,738 was attributed to misreads on 2,752 bills. Conversely, the sole instance of undercharging due to a meter error amounted to a modest $39.90.
Reasons Behind the Discrepancies
A spokesperson for Water Corporation emphasized that misread meters account for only a small fraction of the total billing process. “We read more than six million water meters a year. Incorrect reads requiring a bill adjustment represent around 0.1 percent of total meter reads in a given year,” the spokesperson stated.
The billing errors arise from various factors, including instances where the utility cannot access a meter and must rely on estimated readings. Other contributing issues include changes in property boundaries, retrospective rebates applied to concession card holders, and occasional human errors.
When discrepancies are detected, Water Corporation addresses overcharges by applying credits to customers’ upcoming water bills. The utility emphasized that its situation differs significantly from the recent overcharging scandal involving Synergy, which reported $40 million in erroneous bills affecting 174,000 customers over a span of 15 years. Water Corporation maintains that such discrepancies are expected and manageable.
Established Processes for Correction
In instances where physical meter readings are not possible, Water Corporation notes that an estimated reading will appear on customer bills. Any discrepancies are automatically adjusted once a physical meter reading is obtained. The utility has implemented robust measures to rectify billing discrepancies promptly.
“For service charges, daily reporting helps identify errors requiring a bill adjustment,” the spokesperson explained. “In terms of metering, our verification process assists in flagging unusually high meter reads, which are corrected before the bill is issued.” Additionally, the utility produces daily reports to identify potential metering discrepancies, ensuring staff can address issues swiftly.
The current year’s adjustment total is on track to align with the previous 12 months. In the last financial cycle, Water Corporation was obligated to return $3.87 million due to overcharges while recovering $3.94 million in undercharges.
Water Minister Don Punch has been reached for comment regarding the ongoing situation, but no statement has been issued at this time.
