SMART METERS
Nkana Water and Sewerage Company
Water and Sewerage Company NWSC) is implementing the Nkana Water Supply and Sanitation Project (NWSSP) Phase II in Kitwe, Kalulushi and Chambishi Towns. As part of the project works, NWSC has started installing Smart Meters in your area. These Smart Meters have Automated Water Meter Reading capabilities (AMR). This means the Smart Meter remotely collects meter read- ings from customers and remotely disconnects or reconnects the water supply.
Why Smart Meters?
• This is in our quest to improve service deliv- ery and manage customer queries related to billing. The Smart Meters enable customers have a predictable payment date at a conve- nient time - paying for water which has been used.
What are the benefits of Smart Meters to a customer?
• The Smart Meter is meant to improve service delivery by reducing customer complaints associated with meter readings and bridge the challenges of inaccessible meters and water bill consumption. Therefore, the Smart Meter gives customers real time reading.
• The automatic collection of meter readings ensures improved accuracy in billing there- by reducing disputed bills.
• The customers are not inconvenienced by our meter readers and plumbers when they come to record meter readings.
• There is daily communication between the Central database and the Smart Meter giving the customers adequate data to analyze their water usage.
• The diagnostic features of the Smart Meter include leak detection which will help the customer attend to the leaks promptly there- by managing the bill.
• A customer is free to request for a detailed consumption analysis from NWSC. The analysis will give information on how, when and in what amounts customers use the re- source. • This empowers customers with information that can be used to curb or control their water usage. It is an active means through which customers can manage their future bills.
How does the Smart Meter communicate with NWSC?
The Smart Meter has been configured to commu- nicate with the server once a day at midnight so as to prolong the lifespan of the meter. When a reconnection or disconnection command is sent to the Smart Meter, it takes effect at midnight.
If disconnected, does a customer have to wait for midnight to be reconnected?
Yes. That is when the central database communi- cates with the Smart Meter. Thus the Smart Meter reduces the response time for reconnection from the NWASCO approved 48 hours to 24 hours.
Is a customer allowed to input anything on the Smart Meter?
A Customer is not allowed to press, shake or strike the Smart Meter. Customers should there- fore keep up with their payments to avoid getting disconnected. Pressing, shaking or striking the meter is referred to as tampering. When tam- pered with, the Smart Meter diagnostic feature forces the meter to go into ‘tamper mode’ and disconnects the water. The ‘customer tamper’ message is then transmitted to the central data- base. Remember, according to the Water Supply and Sanitation Act, it is a crime to tamper with NWSC installations.
Can a customer be disconnected despite being on cash plan?
Yes. A customer can be disconnected because the Cash Plan is for the past debt, but a customer is still expected to settle current bills as and when they fall due.
What happens when a customer pays through the bank?
A customer should carry proof of payment to any of our pay points or customer service centers for the payment to be updated in the system. Cus- tomers can also text their payment details to our Call Centre phone num- ber 0971232220/1 or email to headoffice@ nwsc.com.zm. Why pay recon- nection fee when it is an automated meter? This is a penalty fee to cover administra- tive expense for the disconnection.
How can a customer know their consumption at a given time?
A customer can view the Smart Meter for the readings that are displayed on the screen. For a more detailed consumption analysis, a customer can request from NWSC offices for a copy.
How will a customer receive bills?
The bill will be sent to a customer via e-mail and or text. Kindly register for e-billing to re- ceive the bills via email and text by visiting any NWSC service centre. Customer can also use the self-service of balance enquiry by texting ‘nwsc (space) bal account number’ to 4466 on all net- works.
Customer Responsibility:
• The customer must notify NWSC within 24 hours when the meter is damaged or missing.
• When a meter is intentionally damaged, the customer shall bear the cost of replacing the meter.
• Do not allow children to play with the meter as they may tamper with the meter
• Do not shake or strike the meter. It will go into tamper mode and close the valve and supply will be disconnected. Once this hap- pens, you the customer will be liable for a charge of meter tampering. Only NWSC personnel are authorised to clear the tamper mode of the meter.
• NWSC is happy to receive reports and com- plaints from you our customers on the sta- tus of the meter in terms of functionality, physical appearance or any other suspicions through NWSC offices -call centre number 0971232220/1 Remember, Smart Meters are part of the Com- pany’s continued efforts to improve service delivery. These Smart Meters will be installed in the fol- lowing areas: Kalulushi High Cost and Kalengwa North, Parklands, Riverside, Nkana East, Nkana West, Matindale and Garneton.