The Tribune

By YOURI KEMP

Tribune Business Reporter

ykemp@tribunemedia.net

THE Water and Sewerage’s (WSC) general manager says Treasure Cay customers are only being billed for the period after Dorian reconstruction began as he acknowledged their "frustration".

Robert Deal told Tribune Business that Treasure Cay residents are receiving an “accumulation of quarterly billing” in their current bills as he responded to complaints of exorbitant charges running into four-figure sums. Several accused the state-owned utility of billing them for services never provided after Dorian devastated the community's water and sewerage systems.

“We understand the frustration some customers are experiencing with their billing statements, and we would like to provide clarification on the matter," Mr Deal said in an e-mailed response.

“Following the devastating impact of Hurricane Dorian in 2019, the Corporation suspended billing for two years to allow residents to rebuild. In early 2023, we resumed billing accounts accordingly as part of our efforts to restore services in the area. Each e-mail sent to a customer represents a billing quarter, and it is important to note that each customer has a different billing cycle occurring four times per year.”

Mr Deal added: “The reason some customers may have received billing statements from September 2019 to May 2023 is due to the accumulation of quarterly billing cycles over time. While this may seem like an extended period, it reflects the billing history since the beginning of our restoration efforts after the hurricane.

"Additionally, our system is not designed with the capability to skip cycles. However, in most cases, bills have been prorated for a period. In instances where homes were destroyed, we have written off those balances.

“We empathise with our customers' concerns and apologise for any confusion or inconvenience caused by the length of these billing periods. Moving forward, we are actively working to streamline our billing processes and improve communication to ensure a more transparent experience for all customers," Mr Deal continued.

“If any customers require further assistance or have specific questions about their billing statements, we encourage them to reach out to our team. We are committed to addressing any individual concerns promptly and finding satisfactory solutions. We value our customers' feedback and will continue to work towards providing the best possible service to the residents of Abaco."