• Complaints over NWSDB’s low-quality water meters
• Public claims drastic increase in bills post-installation of new meters
• Consumer complaints linked to specific batch of meters: NWSDB official 
• NWSDB GM encourages consumers to file complaints

Allegations are swirling around the recently-installed water meters by the National Water Supply and Drainage Board (NWSDB), with residents in many parts of the country claiming an unprecedented surge in their water bills. The controversy centres on the purported quality issues of the new meters which have replaced the older versions.

Dayani Perera, a resident of Thalawathugoda deeply affected by this controversy, narrated her experience as a victim of what she alleged to be low-quality water meters provided by the NWSDB.

Perera owns a two-storey residential house in the area, where she rents a part of her property. Interestingly, she has both an old and a recently-installed new meter, allowing her a unique perspective on the issue. Perera had noticed disparities in the readings of the two meters, which had previously shown consistent and equal consumption patterns.

The controversy deepened when a routine monthly visit from a meter reader led to a startling revelation. Perera recounted: “One day, a meter reader came on his usual monthly visit and suddenly said that one meter was not working properly. When asked, he said that the meter was broken and needed to be replaced. I did not object since they are the experts.” 

The water bill for the old meter typically averaged around Rs. 2,000 per month, with an average consumption of 11-15 units. However, following the installation of the new meter, Perera had observed an abrupt increase in reported consumption, resulting in a monthly bill of around Rs. 6,000 for 30-35 units. Perplexed, she questioned the plausibility of such a drastic shift.

The controversy surrounding the NWSDB’s new water meters extends beyond Thalawathugoda, as residents in Galle and Nugegoda have voiced similar grievances over soaring water bills post-installation.

New meters, rising bills 

Nalani Wickramasinghe, a resident of Galle, raised concerns over a drastic increase in her water bills following the installation of a new water meter. Despite her diligent efforts, the perplexed resident had found no leaks on her property and reported the issue to the water board, only to be met with inconclusive responses.

Having resided in her house for over a decade, Wickramasinghe highlighted the consistency in her water consumption patterns since moving to the area. As an accountant living with her husband, their household dynamics have remained unchanged, with no additional visitors or servants. The water usage, she asserted, had been consistently stable throughout the entire decade, experiencing only the anticipated rise due to recent tariff increases.

However, the situation took an unexpected turn when a meter reader had one day declared their meter as faulty. Wickramasinghe had complied with the recommendation to replace the meter, only to witness a significant spike in her water bills after the installation of the new meter. Expressing disbelief, she had questioned the validity of the charges, even contemplating the possibility of having received the wrong bill.

Wickramasinghe challenged the narrative put forth by authorities, questioning whether the authorities were claiming that the old meters were of low quality. She advocated for a thorough investigation into the matter, urging transparency and a proper response to alleviate the suspicions shared by many residents facing similar concerns.

Nirmal Ranasinghe, a resident of Nugegoda, added his voice to the growing chorus of dissatisfaction over water bills, expressing similar sentiments as others in the region. Ranasinghe questioned the apparent anomaly in his billing, perplexed by the higher charges for a recently-constructed house where nobody currently resides, compared to the family’s primary residence.

Recounting the circumstances, Ranasinghe shared: “I recently built a new house for my daughter. We obtained a new water connection for the property. The house is not in regular use, as it was intended for my daughter’s settlement after marriage, so we rarely occupy it except during occasional vacations. Surprisingly, the water bill for this unused house, equipped with a new water meter, exceeds that of our primary residence, which has an older water meter.”

This apparent inconsistency in billing raises concerns and questions about the fairness and accuracy of the water meter readings. As the community grapples with such disparities, residents like Ranasinghe are calling for a closer examination of the functionality of the new water meters and the billing processes to ensure transparency and fairness for all consumers.

A faulty batch of meters?

In response to mounting concerns voiced by consumers over erratic water bills, a senior official from the NWSDB acknowledged receiving consumer complaints, suggesting that the issue may be linked to a specific batch of water meters.

Notably, the official disclosed a recent shift in the board’s procurement strategy, indicating a transition from predominantly UK-manufactured Kent meters to cost-effective alternatives sourced from Chinese manufacturers.

The official emphasised that consumers experiencing unexplained spikes in their bills following the installation of the new Chinese-manufactured meters should promptly file complaints with the NWSDB. Assuring a thorough investigation into each complaint, the official urged consumers to actively participate in the process, highlighting the importance of their input in resolving the matter.

Furthermore, the official justified the switch to Chinese meters by citing their lower cost, a factor increasingly prioritised by the board. The official acknowledged the challenges associated with the rising costs of UK-manufactured meters, making them less economically viable for widespread use.

Meanwhile, NWSDB General Manager Eng. Ruwan Liyanage addressed the escalating concerns raised by consumers regarding water meter discrepancies. Admitting that the board had received complaints from several consumers, Liyanage provided insights into the procurement process of the meters in question.

Liyanage clarified that the NWSDB had imported water meters from China, emphasising on the importance of stringent quality checks and adherence to specific qualifications during the procurement process. He assured consumers that the board followed a strict tender procedure to ensure the reliability and efficiency of the meters that were being installed.

Encouraging transparency and consumer engagement, Liyanage urged individuals who had experienced unexplained spikes in their water bills following the replacement of old meters to file formal complaints with the NWSDB. This, he emphasised, would initiate an investigation into the specific case and contribute to the overall resolution of the issue.

According to the most recent statistics released by the NWSDB, 2021 marked a substantial expansion in water services, with a total of 192,087 new connections provided to consumers. The total number of connections recorded as of the end of 2021 stands at 2,752,324.