Almost two per cent of households received no water and electricity bills last year – a vast improvement from 2010 when nine per cent were left guessing but still an inconvenience for those involved.
The investment in smart meters will further reduce the number of problematic cases
Joe Grech, one such account holder, told The Times he contacted Arms Ltd about never receiving his bill but got no feedback.
“I’m expecting a bill of about €2,000,” he said. “Last time I got a bill it was also late and they gave me four months (instead of the standard 45 days) to pay it. But still, I never know when it is going to arrive so I really have to take be judicious in my spending just in case.”
Meanwhile, nearly 90 per cent of households received the proper four water and electricity bills (one for each quarter of the year), compared to 48 per cent in 2010, when the Arms agency was inundated with complaints.
That year, more than half of households were receiving fewer than four bills each year – a percentage that has now been reduced to one in 10.
“This is a clear indication that improvements have been substantial during the two years in which Arms took over billing operations for Enemalta Corporation and Water Services Corporation,” an Arms spokesman told The Times.
The spokesman added that more than 1.33 million bills issued last year compared to 960,000 in 2010 and 797,000 in 2009.
The company added that it did not necessarily contact customers with problematic accounts, unless further information was required.
“Arms is nevertheless aware of all cases where bills have not been issued regularly during 2011 and will do its utmost to reduce these further during 2012.”
Delays are caused by unavailability of water or electricity readings or inconsistent readings which need to be then verified on site.
The company said customers who received no bills should pay regular amounts on their utility account through the website ww.smartutilities. com.mt, internet banking or Maltapost. Arms customers can access a bill calculator online to help them determine the correct amount.
Another significant reason for customers complaining that they did not receive their bills is that their address or account holder details changes over time, and bills are returned. There are 5,000 such cases, Arms said.
“We are doing our utmost to identify these consumers and will be taking sp#ecific action during 2012 to substantially reduce these incidents.”
Arms added that the investment in smart meters would further reduce the number of problematic cases.