The Antigua Public Utilities Authority says customers will not be disconnected over a disputed bill while an official investigation is underway.

The assurance was given as senior APUA officials responded to questions about the authority’s ongoing disconnection programme.

Customers who believe their bills are incorrect are being encouraged to visit an APUA customer service centre and formally register their concerns.

Once a complaint is submitted, the authority will check the meter reading, investigate the customer’s consumption and determine whether an adjustment is justified.

During that process, disconnection action relating to the disputed bill will be paused.

APUA said customers experiencing financial difficulty should also contact its Credit Control Department before their arrears become unmanageable.

Chief Operating Officer and Acting Chief Executive Officer Roger Tong said the intention is not to leave people without electricity or water.

“We don’t turn anybody away, and the intention is not to have anybody sleep without electricity or not have water,” he said.

Tong said payment arrangements must be realistic and based on what the customer can afford.

APUA confirmed that disconnections have resumed, but stressed that customers who communicate with the authority can receive assistance.

Officials said ignoring bills and allowing arrears to accumulate makes it more difficult to find a manageable solution.