Frequently Asked Questions

Customer Services

Short answers to the questions we hear most – about your water, your bill, your meter and your service.

Good to know

Your water

Two sources. Surface water from rivers, and groundwater from wells drilled into aquifers.
Tiny air bubbles get trapped in the water on its way from the treatment plant. They escape once the water settles in the glass. It’s temporary and it’s harmless.
It can occur naturally in groundwater, or it can be stirred up after a repair to a water line. We flush the pipes regularly to keep the water circulating and clear the sediment out.
Pour the water between two containers a couple of times to aerate it, or keep a jug in the fridge. Both reduce the scent.
We draw from different sources depending on what’s available. River water tastes slightly different from water pumped up from underground.
Air gets trapped between the ice crystals as they form, and it scatters the light.
Yes. Evaporation rates have gone up and rainfall patterns have shifted. Both change how much surface and ground water we have to work with.

Your meter and your bill

Your meter and your bill

One of two. An imperial gallons meter has “imp. gallons” on the face and measures in gallons. A cubic metre meter has “m3” on the face and measures in cubic metres.
Write down all the digits on the left side of the dial – they’re usually black or white. Subtract your previous reading from the current one, and that’s what you’ve used since you last looked.
All bills are generated in gallons, so we convert at 220 imperial gallons to one cubic metre.
If you think yours is reading incorrectly, ask us for a meter check.
We maintain the pipes and fittings up to the meter. From the meter to your property, that’s yours. You’re billed for everything the meter records, so it’s worth reading it now and then – a hidden leak on your side shows up as a jump in consumption.

A full list of payment locations are available here.

Once a bill is 30 days past its due date, the service becomes liable for disconnection. We give five working days’ notice before disconnecting, and any programme of disconnection for non-payment is announced through the public media. If you’re having difficulty, talk to us about a payment plan before it gets that far.

Your service

Your service

Check our service updates first – if it’s planned, or if we already know about it, it’ll be listed there. If it isn’t, report it and we’ll look into it.
Two working days before a scheduled interruption. An unplanned one we’ll tell you about within two hours of it starting.
There’s simply less water available to distribute. Heavy rain causes its own problems, though – fallen trees and boulders can block a dam – so shortages happen in both seasons for different reasons.
Yes, to areas affected by drought and to communities without a pipeline. If you’re a customer we aim to deliver within 2 calendar days, and within 3 if you’re not.
Mains of 3 inches and over, within 1 working day. Half-inch to 2-inch, within 2 working days.
Settle what’s owed, then ask us for a reconnection. We aim to have you back on within 3 working days.

Getting in touch

Getting in touch

Offices are open Monday to Friday, 8:00 am to 4:00 pm. The cash office at the Main Office is open 7:30 am to 3:00 pm, and Grenville and Gouyave from 8:00 am to 3:00 pm.
Call 292. That line is for emergencies and for anything that can’t wait until the morning.
The Carenage in St George’s is our main office, and we have offices in Grenville, Grand Anse, Gouyave, Sauteurs and Petite Esperance.
Five working days for a complaint or a query, however you sent it.

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