What happens when a bill goes unpaid, how to get the water back on, and how to avoid it altogether.
We would far rather agree a plan than cut you off, and once the water is off it costs more to restore than the plan would have cost you. Sign a payment agreement and you can clear what you owe in instalments while the service stays connected.
What you pay each month takes account of your circumstances – the point of an arrangement is that you can actually keep to it. Come into any of our offices and ask to speak to Customer Services.
Once a bill is more than thirty days overdue, the supply can be disconnected without further notice. Unpaid amounts can also be recovered as a civil debt.
Service is restored once the full outstanding balance and the reconnection fee have been paid. Part payment does not restore service.
We work to reconnect as quickly as we can after payment. We are not able to guarantee reconnection within 48 hours.
This section is reserved for the service charge introduced after the 2023 amendment. It will be written once NAWASA confirms how the figure is set for a given customer, whether the seven-day refund still stands at the new amounts, and whether it applies to every reconnection or only some.
Tell us before you go and ask for the account to be closed. If you leave without doing that the account stays in your name and the bills keep coming. Arrears follow the person, not the property. If you leave premises owing money, we can withhold or disconnect supply at any other premises you occupy.
