Paying water and sewerage bills is a crucial part of responsible household management, ensuring access to clean water while supporting the infrastructure that delivers it to homes and businesses. However, understanding a bill, identifying potential cost saving measures, and navigating payment methods is essential to optimise water usage and budget.
It is the responsibility of the Lesotho Electricity and Water Authority (LEWA), to ensure financial viability of Water and Sewerage Company (WASCO) according to Section 6 (q) of the Lesotho Electricity Authority Amendment Act, 2011. In the same breath, LEWA should promote access to a sustainable supply of potable urban water and basic sewerage services, hence a constant reminder for customers to pay their monthly water and sewerage bills. The responsibility also falls on WASCO to operate and stay financially viable to serve customers sustainably. Execution of the above responsibilities is often affected and put at risk by non-payment of bills by residential, commercial and government institutions’ customers.
Customers need to understand that treated water delivered to their homes and businesses has a cost. Unfortunately, there is evidence to show that many customers do not pay their bills or that they pay with crippling delays. Accumulated arrears or non-payment thus contribute significantly to the financial and operational challenges the utility faces. Non-payment directly impacts on the ability of the Company to provide adequate and efficient services and further hampers the realisation of both WASCO and LEWA objectives. Non-payment has direct and indirect bearing on the utility, which can impact all customers, society, and the environment.
Impact on the utility
• Inability to pay for operations and maintenance;
• Inability to invest in new infrastructure and other assets;
• Increasing debt to suppliers, resulting in penalties and a loss of access to services such as electricity;
• Inability to access new or pay existing loans; and
• Disgruntled customers who are not willing to pay their bills.
Impact on Customers
• Reduced level of service, poor coverage, particularly affecting poor communities and marginalised groups;
• Negative impacts on social well-being and health;
• Dissatisfaction with utility services;
• Bills based on inaccurate meter readings or estimates of consumption; and
• Higher tariffs as utility attempts to increase revenue.
Impact on society and the environment
• Increased prevalence of waterborne diseases and general negative impact on public health;
• Service level protests and general community unrest;
• Reduced funds to expand coverage in unserved communities; and
• Increase in unauthorised water extraction from other sources, such as boreholes (which lower the groundwater table) or illegal connections.
A key factor in addressing non-payment is the ability of the utility to deliver accurate and understandable bills to customers on time. If the foundation of water metering and billing system is solid, administrative and legal measures can be used to enforce payment. Willingness to pay is often linked to quality of service, hence WASCO is encouraged to deliver quality and reliable water and sewerage services to customers. WASCO must therefore have strong integrity measures to curb corruption and ensure transparent use of payments and funds to improve and expand its services.
