GEBE checks meters after complaints or internal findings, Mercelina says

GEBE said its digital electricity and water meters are calibrated by manufacturers before installation and supplied under manufacturer certification, specifications and warranty requirements. When an investigation order is issued, the utility's technical department can inspect the meter and its installation, take measurements, install a control reference meter or, for electricity meters, use a power quality analyser.

Mercelina said a complaint or investigation does not automatically mean that a meter is defective. Meters found to be operating within applicable tolerances can remain in service, while meters requiring replacement can be removed and replaced.

If an investigation finds that a meter discrepancy affected a bill, GEBE adjusts the account under its procedures and general terms and conditions, Mercelina said. Overcharged customers receive a credit against outstanding or future bills; under-billed customers are debited for the difference. Mercelina said both situations have occurred.

Mercelina said GEBE could use alerts and exception information from its advanced metering infrastructure system, once fully operational, to identify unusual meter conditions or consumption patterns. He also said independent metrology laboratories can test meters against recognised standards, and that the Ministry would encourage GEBE to explore third-party testing for disputed meters.

Any third-party testing system would require technical, regulatory and legal review, including rules on testing standards, meter removal and sealing, chain of custody, costs, data confidentiality and acceptance of results, Mercelina said. He said GEBE remains responsible for rebuilding confidence in its billing system, while government addresses the matter as shareholder. GEBE also offers payment plans while collecting overdue accounts, he said.