"The domestic water bills that municipalities send out to consumers on a monthly basis are a key interface between local government and citizens. Being a legal instrument, as well as a communication medium, the consumers' level of understanding of their water bills and the confidence in the information provided is therefore indicative of their effectiveness. A lack of understanding of bills impacts negatively on customer awareness, billability, participation and the regulation of water services. It also leads to distrust in the integrity or correctness of bills, which, in turn, impacts negatively on consumers‟ willingness to pay.
The paper reports the findings of a study to develop certain standards or guidelines for domestic water bills, which was funded by the South African Water Research Commission (WRC). The study will give effect to municipalities to optimise their domestic bills for accessibility, individual needs and impacting on consumer behaviour regarding payment and efficient water use. Further, the output will assist in improving users' understanding and confidence in municipal bills, as well as the regulation of water services and managing water usage.
The research assessed current South African and relevant international legislation, regulation and guidelines relating to bills/invoices/bills, with special reference to domestic water bills, as well as current local and international research on the subject. This was supported by a survey of municipalities, as well as a critical analysis of domestic water bills from a representative sample of municipalities across South Africa. (Most municipalities send out a consolidated bill for all their services as well as property tax.)
Findings indicate that many bills score low on user-friendliness, clarity and accessibility, a fact which is exacerbated by the complete lack of standardisation.
This paper provides a status quo of the effectiveness of current municipal water bill practices and indicates the key elements requiring standardisation. A user-friendly, simple, easy to understand and meaningful municipal services bill can be widely applied to make a valuable contribution towards increased consumer awareness and consumer participation in the management and conservation of a country's water resources."