Why should the account number of the water bill be changed from its original 14 digits to 11 digits? Can I retain the old account number?
In the past, a customer's water bill, deposit bill and trade effluent surcharge bill had different account numbers. With the new system, we replace all these account numbers with a new and unified account number, and thus you cannot retain the old account numbers. However, all your account data remain intact. You may use either the new or old account numbers to enquire about the details of your account. Please note that there is a message on your first new "Demand for Payment" (the water bill) advising you of both the old and new account numbers. You may check the numbers for verification.
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Are payment methods affected by the introduction of new account numbers?
You may rest assured that we have made the necessary arrangements with the banks and all relevant parties to facilitate payment. The charge number printed on the top right corner of your demand note should be used for all payment methods. The payment methods are:
PPS (by phone
or Internet)For an existing PPS account customer (i.e. a customer who has previously registered with the PPS with the old water account number), please enter the charge number of the bill. You do not need to re-register with the PPS again. For a new PPS customer who has never used PPS to make payments to us, please use the new charge number to register your bill. Internet Please key in the charge number of the bill. If selection of the bill type is required, please choose code-01 (Water and Sewage Charges) to pay all the charges, including the water charge, water deposit, sewage charge, trade effluent surcharge, etc. Autopay There is no need to apply again if you have been using "Autopay" service to pay your bill as we have made the necessary arrangements with your bank for the change of the account number. Please contact your bank first if you encounter problems. Please use the new account number for new application for "Autopay" service. Automatic Teller Machine (ATM) Please key in the charge number of the bill. If selection of the bill type is required, please choose code-01 (Water and Sewage Charges) to pay all the charges, including the water charge, water deposit, sewage charge, trade effluent surcharge, etc. By Post Same as before. In Person
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If I pay the water deposit through the ATM, should I select the bill type as code-02?
If selection of the bill type is required when payment is made through PPS, ATM or internet, please choose code-01 (Water and Sewage Charges) to settle all the charges, including the water charge, water deposit, sewage charge, trade effluent surcharge, etc.
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Normally, I would pay my water bill by "Autopay" service. However, I recently settled part of the total amount due two days before the payment due date, and found that my bank account was still debited with the total amount due. Why?
The amount to be debited from your account is fixed when the bill is issued. Even if you have partly or fully paid the bill by other means before the payment due date, your bank account will still be debited with the total amount due shown on the bill. Nevertheless, the surplus amount will be carried forward to and displayed on your next bill. If you find that there are insufficient funds in your bank account to cover the total amount due, you should make a deposit to make up the shortfall, rather than to settle the bill by other methods.
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What should I do if the "Total Amount due" shown on the demand note is greater than the Autopay's "Limit of each payment"?
If the total amount due on the demand note is greater than the Autopay's "Limit of each payment", please settle the outstanding balance amount with other payment methods as shown on the back of the demand note. You can also consider adjusting the Autopay's "Limit of each payment" with your bank. Please note that the total amount due on the demand note will be debited on the payment due date (marked "Please pay on or before") shown on the top right corner of the demand note. Moreover, if payment is made after the due date, a surcharge of 5% of the total amount due will be imposed.
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If a consumer has made payment to an account not under his name, how can he apply for refund of the wrong payment?
The applicant needs to supply:
(1) copy of bank statement/payment evidence/receipted water bill where appropriate;
(2) WWO368; and
(3) copy of the applicant's Identity Proof.
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How the Water Supplies Department Handles Excessive Consumption?
When meter readings are uploaded from PDAs to the computer billing system, it will conduct a validation check on the consumption figures. If the computer system detects that the consumption of this period is significantly higher than the actual consumptions of previous periods, a message will be printed on the water bill to alert the customer of high consumption and advise the customer to check whether there are leakages in his/her plumbing system and take appropriate follow-up actions.
The computer billing system will also check water charges against a prescribed threshold. If the water charge exceeds the threshold, the computer system will withhold the issue of the water bill for review. After review and verification of the meter reading, the bill will be issued with message or a letter, where appropriate, to alert the customer of excessive consumption and advising him/her that he/she may contact the Department to make arrangement for a joint inspection to avoid waste of water owing to undetected leakage.