Between 10 and 15 per cent of APUA’s meters are currently not functioning, resulting in some customers receiving estimated bills.

Chief Operating Officer and Acting Chief Executive Officer Roger Tonge disclosed the figure as APUA addressed public complaints about rising utility bills.

Tonge said the authority’s goal is to read every active meter, but estimates must be used when a meter is defective or cannot be accessed.

When calculating an estimated bill, APUA examines the customer’s previous consumption pattern and uses an average based on earlier readings.

Tonge said the authority has an ongoing meter replacement programme aimed at identifying and changing defective units as quickly as possible.

However, he noted that most of the recent complaints referred to him have involved actual meter readings rather than estimates.

Acting Financial Controller Sabrina Benjamin also appealed to customers to ensure meter readers can access their properties.

She said locked gates, aggressive dogs, rubbish and overgrown vegetation frequently prevent employees from reading meters.

In cases where access is not possible, APUA leaves a notice advising the customer to contact the authority.

Benjamin also warned that meter readers should not be threatened or physically confronted while performing their duties.

APUA is investing in automated meters that will eventually allow readings to be transmitted remotely without requiring access to customers’ properties.