THE Guyana Water Incorporated has responded to a Stabroek News front page photograph titled “Fetching water”, dated Tuesday, February 10, 2015.

GWI says the photograph and corresponding caption indicates that the customer, Bennita Kissoon, had applied for a new water service connection and was unable to pay the cost.

“GWI wishes to clarify the issues surrounding what is depicted in the photograph. Firstly, GWI’s Customer Services Manager, East Coast Demerara, following an investigation, confirmed that there is no application for a new water service connection in the name of the customer identified in the image.

“Following publication of the image, GWI’s Divisional Operations Manager visited the customer, who indicated that she could not recall applying for a new service connection.

“GWI wishes to state that any customer applying for a new service must visit the nearest GWI customer services office and complete an application form. Customers must also provide proof of ownership/tenancy, as required by the company’s policy, before the application is processed.

“The company wishes to emphasise that the cost for a new service connection for a domestic customer is Gy$1000. No customer is required to pay any further charges, as the majority of the cost to install a new water service connection is borne by the Utility.

“GWI will not deprive any resident of water service; however, persons must follow the required procedures and provide the necessary documentation for obtaining a new service connection, which includes visiting GWI and completing the necessary application form.

“The company wishes to underline the fact that no customer will be required to pay more than Gy$1000 for a new service connection.

“GWI also challenges the Stabroek News’ publication to complete a thorough investigation before publishing an image and caption without the required facts, since this can lead to misconceptions that GWI is depriving customers of a valuable resource.
“The company wishes to reassure customers that providing efficient customer service remains its priority”, said a release dispatched to this publication from GWI Public Relations Officer Timothy Austin.