The National Water and Sewerage Corporation (NWSC) has attributed complaints of water meters registering consumption despite interruptions in water supply to leakages on customers’ private water connection lines.
The clarification follows the circulation of social media videos and posts alleging that water meters continue recording consumption even when no water is flowing into customers’ premises.
In a statement, NWSC said it had investigated specific incidents reported in Fort Portal City and Kampala, establishing that the affected customers had leakages on their private supply lines located after the water meters.
The corporation explained that the leakages, which were on the downstream sections of the connections leading to customers’ storage tanks, caused water losses that were subsequently reflected in their bills.
“Such leakages, if not promptly identified and repaired, can result in higher water bills because the meter accurately records all water passing through it, including water lost through leakages on the customer’s side of the connection,” NWSC said.
The corporation, however, reassured customers that its water meters are designed to register consumption only when water flows through them.
It emphasised that a properly functioning meter should not record consumption in the absence of water flow, seeking to address public concerns about the accuracy of its metering systems.
NWSC urged customers experiencing unusual bills, suspected meter faults or water supply challenges to report the concerns through its official communication channels for investigation and appropriate intervention.
The corporation said prompt reporting would enable it to establish the cause of billing discrepancies, resolve service challenges and help customers avoid unnecessary costs.
“NWSC remains committed to reliable service delivery, accurate metering and transparent communication with its customers,” the statement added.
Customers can contact NWSC through its toll-free lines, 0800 200 977 and 0800 300 977, or its social media platforms, including X (@nwscug), Facebook (waterug) and Instagram (@nwscug).
Further information is also available on the corporation’s website, www.nwsc.co.ug.
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