Dear Editor,
Guyana Water Incorporat-ed wishes to respond to a letter in Kaieteur News, dated September 6, 2009, and titled ‘Water meter officials doing a lousy job.’
As a utility company, we strive to consistently maintain the highest standards of service delivery. This process is driven significantly by the feedback we receive from our customers and we are grateful for their continued assistance in highlighting the various problems which affect our customer base. Customers can receive swift responses to their complaints by calling our Customer Call Centre on 227-8701.
We wish to first address the issue of water quality. The Belvedere area receives its water supply from the Port Mourant Water Treatment Plant. Previously customers were supplied by the Fyrish Pump Station as well, which unlike the Port Mourant Treatment Plant, supplies natural aquifer water, which is not exposed to the treatment process utilized at the Port Mourant Water Treatment Plant. However, we wish to emphasize that GWI consistently tests water supplied by aquifers to ensure that there is no presence of microbiological contaminants. The Fyrish Pump Station has consistently revealed favourable results following all microbiological tests by our Scientific Ser-vices Department, which is the unit responsible for testing all natural aquifers supplying customers across Guyana.
The colour described by the customer is a result of the high iron content, which is a natural occurrence in the soil surrounding the aquifer. It is pivotal that customers are aware that due to high iron content, which is a common characteristic of Guyana’s soil structure, water can become discoloured, but poses no threat to health.
According to Scientific Services Manager Savitri Jetoo, “water obtained from natural aquifers may contain high iron content, which results in the water appearing orange in colour when in contact with air. However, GWI wishes to assure all customers that this is a natural occurrence and should not be treated as a danger to health.” She further stated “the Fyrish Pump Station is one of many across Guyana supplying customers with natural aquifer water which is routinely monitored by our Scientific Services team to ensure that it is safe for use by customers.”
However, the area is currently supplied solely by the Port Mourant Treatment Plant, hence the discoloured water may be the result of a breakage within the distribution system. We therefore urge the customer to provide us with his/her contact details so the discolouration report can be investigated and rectified. Our Divisional Operations Manager has personally visited the area and interacted with a number of customers, none of whom complained of receiving discoloured water from their taps.
In response to the issue of estimated bills, we wish to advise the customer that it is the policy of GWI to investigate all estimated bills which are queried by customers. Customers presenting bills with high estimated costs are asked to pay an amount based on the last meter reading. The customer’s meter is then checked to verify that the amount printed on the bill is correct. If the reading is lower than the estimated bill, the customer is informed and the account corrected immediately. GWI wishes to urge all customers with billing queries to contact the nearest GWI Office or call our Customer Call Centre on 227-8701.
Finally we wish to ask the writer to provide details of the allegations regarding GWI’s meter readers and their lack of performance. This information will be treated with strict confidentiality by our Public Relations Department which can be contacted on telephone number 225-0477 or via the e-mail address pro@gwi.gy We can also be contacted by way of our website, www. gwiguyana.com
Yours faithfully,
Timothy Austin
Public Relations Officer
Guyana Water
Incorporated
