Customers who query unusually high APUA bills could wait approximately two to two and a half weeks for the investigation to be completed.

Chief Operating Officer and Acting Chief Executive Officer Roger Tong said the process begins with a supervisor or meter reader verifying the reading recorded on the customer’s account.

If the reading is found to be correct but the customer remains concerned, APUA may send a technical team to conduct a high-consumption assessment.

The team will inspect the meter and determine whether it is functioning correctly.

If the meter is defective or an error is discovered, APUA can make the necessary adjustment to the account.

However, Tong said the recent complaints referred directly to him were investigated and found to be based on accurate readings.

He acknowledged that billing periods can sometimes extend beyond the standard 30 days because of weather or operational challenges.

Electricity Business Unit Manager Andre Matthias encouraged customers to examine the daily-consumption section of their bills.

He said a bill covering 35 days will naturally be higher than one covering 30 days, even if the customer’s average daily usage remains unchanged.

Customers are also being encouraged to distinguish between their current monthly charges and outstanding arrears carried forward from previous bills.

APUA said some complaints posted on social media have combined previous balances with current charges, creating the impression that the latest bill increased by a much larger amount.