On April 19, I called ARMs about a reading and was advised todouble-check my water meter as it looked like it showed excessive water usage. I was also advised by the operator to call back the same day to have the error fixed.

Two hours later I called back to notify them of the correct reading and the operator said they would return my call, as they could not locate the operator who had taken my original call.

Since nobody returned my call, the following morning I went to ARMS head office with the correct reading. It was two hours before I was seen.

I was eventually told that a meter reader had to be sent to get the reading and I was assured a bill would not be sent until then. On May 5 , I received a bill for €650 and never a call from a meter reader.

Customer service then told me to pay half the bill or do nothing but I would be charged interest on this bill after 45 days.

To my horror the customer service representative had no power to rectify the issue, so I faced more waiting, more emails, more queues, more bureaucracy.

My only request to the operator was to simply put my bill on hold until the meter reader came and I would promptly settle the bill.

I urge the minister responsible to review the operation and practices and make them compatible with civilised countries where customers do count as humans and not numbers.

I am sure this is not an isolated incident. Every citizen deserves better that this.

A simple, genuine mistake must be resolved efficiently and effectively, without any financial loss and time away from one’s normal duties. If ARMs can’t deliver, they should make way for someone who can.