Understanding Your Water Bill – A Customer’s Guide to Billing, Meter Reading and Payments

Access to safe and reliable water is essential for every home, business and institution. At Rukanga Makutano Water and Sanitation PLC (RUMAWASCO), we are committed to providing transparent and efficient billing services that help our customers understand their water consumption and manage their accounts with confidence.

This guide explains how your water bill is prepared, when meter readings are taken, how to make payments and what to do if you have questions about your account.

How Your Water Bill Is Prepared

Your monthly water bill is based on the amount of water consumed during the billing period. Water consumption is measured in cubic metres (m³) using the water meter installed at your premises.

Every month, our meter readers record the current meter reading. The difference between the previous and current reading represents the amount of water used during that billing cycle.

Your bill may include:

• Water consumption charges
• Applicable service charges
• Outstanding balances (if any)
• Payments received during the billing period
• Any approved adjustments

Customers are encouraged to review their bills carefully each month and contact our Customer Service Desk if they notice any discrepancies.

Meter Reading Schedule

To ensure accurate billing, RUMAWASCO carries out meter readings every month.

Our current billing cycle is:

• Meter Reading: 15th to 30th of every month
• Bill Generation: 1st day of the following month
• Payment Due Date: 15th of every month

Please ensure that our meter readers have safe and unobstructed access to your water meter during the reading period.

Why Accurate Meter Readings Matter

Accurate meter readings help ensure that customers are billed fairly based on actual water consumption.

You can help by:

• Keeping the meter area accessible.
• Protecting your water meter from damage.
• Reporting any faulty or damaged meter immediately.
• Regularly checking your meter for unusual increases in consumption, which may indicate hidden leaks.

Understanding Your Water Consumption

Monitoring your monthly consumption can help you identify changes in water usage and manage your water bill more effectively.

High water consumption may result from:

• Undetected water leaks.
• Running taps or leaking toilets.
• Excessive outdoor water use.
• Increased household or business activities.

Simple water conservation practices can help reduce consumption while protecting our valuable water resources.

Paying Your Water Bill

RUMAWASCO provides convenient payment options to ensure customers can settle their bills on time.

Customers are encouraged to pay their bills before the due date to avoid unnecessary penalties or service interruptions.

How to Pay via M-Pesa

1. Open the M-Pesa menu.
2. Select Lipa na M-Pesa.
3. Choose Pay Bill.
4. Enter the official RUMAWASCO PayBill Number.
5. Enter your Customer Account Number as the Account Number.
6. Enter the amount to be paid.
7. Confirm the transaction details.
8. Enter your M-Pesa PIN to complete the payment.
9. Keep the confirmation message for your records.

If you experience any challenges during payment, please contact our Customer Service Desk for assistance.

Late Payments

Customers are encouraged to pay their bills promptly to maintain uninterrupted water services.

Failure to settle outstanding balances within the prescribed period may result in applicable penalties and, where necessary, temporary disconnection of water services in accordance with RUMAWASCO’s policies.

What to Do If You Have a Billing Query

If you believe your water bill is incorrect or require clarification, please contact our Customer Service Desk as soon as possible.

Our team will assist you by:

• Verifying your meter reading.
• Reviewing your billing records.
• Investigating any reported anomalies.
• Providing guidance on payment options and account balances.

To help us serve you efficiently, kindly have the following information available:

• Customer Account Number
• Full Name
• Property Location
• Copy of the bill (if available)

Tips for Managing Your Water Bill

You can help keep your water bill under control by following these simple tips:

• Repair leaking taps and pipes promptly.
• Turn off taps when not in use.
• Use water efficiently in your home or business.
• Monitor your monthly meter readings.
• Report leaks or damaged meters immediately.
• Pay your bill on or before the due date.

We Are Here to Serve You

At RUMAWASCO, we believe that transparent billing and excellent customer service are essential to building trust with our customers. We remain committed to providing accurate billing, reliable water services and responsive customer support.

If you have any questions about your water bill, meter readings or payment options, please contact our Customer Service Desk.

Rukanga Makutano Water and Sanitation PLC (RUMAWASCO)
Telephone: 0702609597
Email: ruwasco@gmail.com

Thank you for partnering with us in promoting responsible water use and ensuring sustainable water services for our community.