WSD takes proactive measures to prevent overcharging

The Water Supplies Department (WSD) has accepted recommendations made by the Ombudsman in her investigation report on "Direct Investigation on Alleged Overcharging of Water Bills" announced today (March 13), and has implemented a series of proactive measures to prevent overcharging.

"The 20 cases listed in the Ombudsman's report have been properly resolved and the WSD apologises for any inconvenience caused to the customers who received unduly high bills," a spokesman for the department said.

"In the past three years, WSD has taken proactive measures to enhance the accuracy of water bills and to prevent overcharging. The measures include minimising the use of estimation for assessing water charges, and improving the online monitoring and internal checking mechanism," he said.

"WSD has expedited the replacement of old water meters.  By 2011, we will have replaced 1.2 million water meters which have been in use for more than 12 years."

From April, 2005, to October, 2007, WSD issued almost 20 million water bills, of which about 0.17% - or 33,000 bills - were reviewed and eventually rectified upon requests by customers.  After the implementation of improvement measures, the number of dispute cases in 2007-2008 fell by 50% as compared with the previous year.

"We will take on board all the recommendations of the Ombudsman to further improve our service," the spokesman said.

"The department has a comprehensive mechanism to handle complaints about high water charges.  Customers may call the department's hotline 2824 5000 for bill enquiries or to request a review.  All cases will be handled promptly and in a fair manner," he said.

Ends/Thursday, March 13, 2008
Issued at HKT 11:35


Back