A. Frequently Asked Questions in the Urban Water and Sewerage Sector
It has come to the Lesotho Electricity and Water Authority’s (LEWA) attention that stakeholders raise common issues or concerns during various stakeholder forums and through the resolution of customer complaints. It is through these concerns that the Authority found it worthwhile to shed some light and address them.
The questions and answers are provided below for better enlightenment in the regulatory sphere.
Q – 1 What is my responsibility as a customer towards meter maintenance?
A – 1 The Water and Sewerage Company (WASCO) is responsible for water infrastructure, including main lines, service lines, valves, pumps etc, up to the meter. Any infrastructure after the meter is the customer’s responsibility, and WASCO has no control over the type of
material used and maintenance thereof.
Q – 2 What are the possible reasons for high water bills?
A – 2 High water consumption in a month:
A high water bill is usually triggered by high water consumption or use. Normalise taking readings from the meter and read your meter at approximately the same time each day. Calculate your water use by subtracting the previous meter reading from the current reading. Compare your daily water use and take a note of how you are using water.
Leakage:
Leaks are the most common reason for a high water bill. A constant trickle in your toilet bowl or a dripping tap is wasteful and can be costly. Use any leak detection tool or ways to find leaks in your home or garden. The easiest way is to close all the taps and check if the meter is running or not. A moving meter counter indicates a leak. Leaks after the meter are the responsibility of the property owner to repair.
Water pricing tier/band:
If your bill exceeds normal, you may have moved into the next water use pricing category. WASCO has a tiered pricing system to encourage careful use of water. The more water you use, you attract a standing charge and higher price per kilolitre as per approved tariffs.
Q – 3 What are the conditions for providing quotations and water services?
A – 3 In terms of the Quality of Service and Supply Standards (QoSSS), a customer shall be provided with a quotation within six working days where there is an existing infrastructure and the distance between the network pipe, and the customer’s premises is within 150 meters. If new network pipes are required, a quotation should be issued within 10 working days. Moreover, the applicant should have completed the relevant forms and provided all the necessary documentation.
WASCO is expected to provide a service connection within 10 working days where there is an existing network, and the distance is 150 meters between the pipe and the premises. If new network pipes are needed and the distance exceeds 150 meters but less than or equal to 1000 metres, the connection should be effected within 30 working days. A customer is expected to have fulfilled his/her obligations, including payment of all the necessary charges.
Q – 4 Are there any requirements and procedures to be followed prior to disconnections?
A – 4 Disconnections may be effected due to nonpayment, tampering, non-adherence to standards and illegal connections. For customers who did not honour their obligation to pay bills, a two days’ written notice for disconnection should be issued and no disconnection should be done after hours or during weekends and holidays. Reconnection should be effected as promptly as possible; and not later than the first working day after the reconnection fee has been paid. In cases of disconnection due to reasons other than that of non-payment, disconnection shall be effected without notice. Water supply shall be restored as promptly as possible; and no later than two working days after applicable fees have been settled.
Q – 5 What are the conditions for supply interruptions?
A – 5 There are situations when interruptions may be forced, and when they are planned, and prescribed standards regulate each instance. In cases of forced interruptions, supply restoration should be done within 24 hours. For planned interruptions, at least 48 hours’ notice should be given, and the duration of the interruption should not exceed 8 hours. Should a complaint arise from any of the above conditions of service and supply, a complainant should file a complaint with WASCO. If WASCO fails to address the matter satisfactorily within two weeks, the Authority may be approached for intervention.
B. Frequently Asked Questions in the Electricity Supply Industry
Hereunder are common questions or concerns raised by stakeholders in different forums in the Electricity Supply Industry (ESI) and answers provided by the Lesotho Electricity and Water Authority (LEWA).
Question – 1 Why does LEWA refrain from dealing with compensation issues?
Answer – 1 In terms of the establishing Act, the Lesotho Electricity Authority Act, 2002 as amended, the Authority is mandated to regulate the Electricity Supply Industry (ESI) and Urban Water and Sewerage Services (UWSS) subsectors. The Authority deals with service-related issues, and its major functions are as follows:
√ Issue licences.
√ Set minimum levels of services for electricity, urban water and sewerage services.
√ Establish, maintain, review, monitor and enforce regulated entities’ service quality and technical standards.
√ Review the prices of electricity, urban water and sewerage services.
√ Resolve disputes between licensees, and between licensees and their customers to the extent that the complaints procedure of licensees themselves cannot resolve such disputes.
In light of the above major functions, LEWA is not mandated to deal with compensation matters arising out of the provision of regulated services.
Question – 2 What are the conditions for providing quotations and supplying electricity services?
Answer – 2 An applicant should have made a connection request and provided all documentation to the Lesotho Electricity Company (LEC) to allow the latter to prepare a quotation. The quotation shall be issued within ten working days where there is an existing infrastructure. Timeframes may be negotiated when a request is made for industrial/ commercial purposes. Supply provision should be effected within a month where there is an existing network, within two months where there is a need for Low Voltage (LV) network extension, and within four months where Medium Voltage (MV) network extensions are required. In cases where High Voltage (HV) extensions are required or if supply is requested for industrial/commercial, the period for connection shall be negotiated.
Question – 3 Under what circumstances can electricity supply be disconnected?
Answer – 3 Disconnection could be effected for different reasons, including non-payment of bills, tampering and illegal connections. In cases of non-payment, commercial/ industrial customers should be given 48 hours’ notice prior. Disconnection should not be carried out on weekends and holidays and reconnection should be made the first day after settlement of fees. In cases of reasons other than non-payment, disconnection should be effected without notice, and restoration of supply should be made after two days of paying all the necessary fees and the necessary rectifications have been made; for all customer categories.
Question – 4 What are the common reasons for meter inaccuracy, and how should one deal with it?
Answer – 4 The common reasons for meters providing inaccurate readings may include meter tampering, faulty equipment or external interference which should be avoided. The licensee should provide meter reading accuracy tests as part of routine maintenance to maintain precision in readings. The customer may also request a meter test service from LEC, which should be provided within a month. A schedule with a qualified technician would be made to conduct the necessary tests and address any concerns.
Question – 5 What are the conditions for relocation and transfer of services from old to new premises?
Answer – 5 It is acceptable to relocate and transfer electricity supply services. The customer should approach LEC for guidance on the necessary steps. LEC should engage the customer in settling outstanding balances and scheduling disconnection from the current address. For the new location, LEC will assist in initiating the connection process. Relocation fees may apply based on factors such as distance and the type of service required.
Unfortunately, credit transfer between addresses is not supported. The remaining credit on the old account should be used before relocation. Providing advance notice is recommended to ensure a smooth relocation process.
