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Frequently Asked Questions

Click on each question to view the answer


Where can I pay my bill?

You can pay your bill at WASCO's headquarters, Post Offices, and branches in the districts or at Shoprite Checker's outlets.



Why is my neighbour's bill lower than mine?

This differs from house to house in the same street. Alternatively the bill may be different depending on the consumption. You may also have leakage from your pipe work and this could increase your bill. Make sure you check your meter regularly and engage a private plumber to check your pipe work.



When is charge increases applied?

On April 1st every year.



I have a water meter, why are my charges estimated?

We aim to read meters every month. If we are unable to read the meter set (due to locked gates, unfastened dogs etc), we will use an average billing to calculate how much water you have used. This is an average consumption of units for the last three months charged, then divided by three to get a monthly consumption which is then billed.



What do I do if my bill is estimated?

WASCO has the right to issue estimated bills when meter readers are unable to read your meter based on the above mentioned reasons. Receiving an estimated bill is not justification for avoiding payment as WASCO considers estimated charges as valid bills as they are based on your previous consumption information. You are however advised not to let consecutive estimates continue longer than three sequential bills without contacting the metering section or customer care services.

If a water meter breaks and stops recording water consumption, you are issued with estimated bills that are also based on previous readings. In this particular case your meter is repaired or replaced and then the actual meter reading bills will commence again.



How a Meter Measures Water

Water meters are mechanical devices and most work in a similar manner. They have a measurement device in an ‘inner chamber' that is calibrated to record the amount of water that goes through the meter.

We use units to measure the amount of water consumed. 1000 liters = 1 kilolitre = 1 unit.



How are the readings calculated?

Link



Where is my water meter?

Water meters are required to be installed at the boundary of your property.



Who do I speak to about water and sewer bills?

If you have a question about your bills, contact Customer Care Services at 22312213 Monday to Friday 7:30am to 4:15pm and on Saturdays, 7:15am to1:00pm. The Credit section personnel will also help you.



How do I get a bill?

If you are not receiving a bill every month, yet you have a meter, contact Customer Care Services, (Monday to Friday, 7:30am to 4:15pm and 9:00am to 1:00 pm on Saturdays) and speak to a Customer Service Supervisor. If you wish, you may also proceed to our Enquiry and Complaints Form which you may complete on line, print, sign and mail to the Customer Care Services at: WASCO, P.O. Box 426, Lerotholi Street, Maseru .



When do I get a bill?

You should have a water meter which is read and billed every month. Meter readers read meters from the remote reading device that is normally affixed at the boundary of your property. You should receive a bill every month. If you are receiving metered consumption bills and more than 3 months has passed without one, please call Customer Care Service at 22312213



If I have a leak on my pipe work, will I be charged for the water lost?

If the leak occurs before the water passes through your water meter, your meter will not register any increase in water usage. If the leak occurs after the water has passed through your meter, this will register as increased water usage and you will be charged.



Moving House?

If you are moving out of a metered property, please notice us before you move so that we can arrange for a final reading. If you are moving into a metered property, please read the meter when you move into that property. If you are unable to obtain a reading, please contact us, we will arrange for a meter reader to visit that particular area.


What can I do if I have any problems paying my bill?

You can visit our offices or contact us as there are a number of ways in which we might be able to help.



Sometimes my water from the tap comes out white in colour or milky, why is that so?

When you see that the water from your tap comes out white or milky, this is what you have to do:

Stand a glass of the water on a surface and watch it closely. If the white colour clears from the bottom up, it is caused by very small bubbles of air. The air is usually dissolved in the water under high pressure but when you open the tap, the pressure is released and the air bubbles to the surface. If the water clears from the top down and a white substance settles out on the bottom of the glass, there may be an excess of some mineral or chemical (such as calcium or zinc) in the water. This is a totally harmless phenomenon and should not normally happen in a well-regulated water supply system. Contact us immediately and inform us of the problem.



What does it mean if my water looks bluish-greenish?

Bluish-greenish colour is evidence of copper in water as a result of high pH. Contact us immediately and ask to have your drinking water tested, and you will be given the test results and an interpretation of what they mean.



Why is my water a reddish-brown colour?

The pipes leading to your home or in your home or geyser may be rusting. The rust collects in the pipes and is flushed out when you open the tap.

Iron may be dissolved in the water and when it is exposed to air as you open the tap, it turns a reddish brown colour.

Your water may contain harmless brown substances called humic compounds. These come from decomposing plant matter and are picked up as river water flows over leaves and roots of plants.

Rust is basically iron oxide, a reddish brown substance formed when iron metal is exposed to water and air. Apart from causing discoloration of the water, iron oxide can stain laundry and impart a metallic taste to the water.

Caution: Acute poisoning in babies and children can occur after exposure to massive amounts of iron. A chronic form of poisoning called haemochromotosis can develop after years of regular intake of high iron concentrations.

Contact us and ask to have your drinking water tested. Make sure you are given the test results and an interpretation of what they mean.



Why is it that sometimes my drinking water comes out dirty or muddy?

A muddy appearance could be due to soil or sand that entered the pipes supplying your home during a pipe burst, repairs or maintenance operations.

If the problem persists, contact us and we will check the pipes and flush them out if necessary.



Why does my drinking water smell like jik or bleach?

A jik-like smell is caused by a substance called chlorine. Chlorine is added to drinking water as a disinfectant to kill micro-organisms, particularly those that could cause waterborne diseases.

What should I do?
Let the water stand for a few hours or stir it vigorously to release the chlorine into the air. Chilling the water may also help because tastes and odours are less noticeable at low temperatures. Chlorine can also be removed using carbon filters that are commercially available. If the smell is very strong, (more strong than usual) contact us.



Why does my drinking water have fishy, grassy or musty smell?

Algae mostly cause offensive odours as they die off, but some living algae, e.g. blue-green cause taste and odour problems.

Moulds and actinomycetes may give rise to earthy, musty, or mouldy tastes and odours in water. In stagnant waters and especially water in long lengths of pipeline left standing in warm surroundings, such as the plumbing system of a large building, the moulds and actinomycetes have favourable conditions for growth and the first water drawn in the morning may have unpleasant taste or odour of the kind mentioned.



Why does my drinking water have a salty/bitter/metallic taste?

A mineral taste (salty or bitter or metallic) can be caused by a variety of dissolved mineral salts in the water. These minerals occur naturally and come from the rocks, soils and vegetation that water flows over or through. Some are also introduced to drinking water when it is purified. The levels of minerals in drinking water vary from area to area.

Possible effects:
Minerals are important for maintaining a healthy body but should be consumed in the correct amounts. If your intake is too low it could lead to deficiency illnesses.

If you consume too much this could also lead to illness. In a well-regulated supply, the levels of minerals in the water should not be harmful.



What should I do?

If you experience sudden change in the taste of your drinking water, contact us immediately.




Why is there a white substance collecting in my kettle or on the plate of my steam iron?

Minerals such as calcium and magnesium that are dissolved in your drinking water tend to settle out when water is heated and evaporates. These minerals are white and accumulate in hot water devices such as kettles, steam irons and showerheads. These deposits of minerals are harmless, but can affect the functioning of the appliance.



Can my drinking water cause specific illnesses such as stomach upsets or waterborne diseases?

In a properly managed drinking water system, disease-causing organisms should not be present in your drinking water. A water purification process is designed to remove large number of germs and excess minerals through processes such as coagulation, flocculation, sedimentation and filtration with the final stage of disinfection where chlorine is used to destroy any remaining germs.

 
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