NWC customers miss out on $50m

SOME National Water Commission (NWC) customers missed out on hundreds of dollars in compensation as the utility paid only $23.76 million of the $73.78 million potentially available for breaches of its Guranteed Standards during the 2025–2026 financial year. The shortfall of approximately $50 million is outlined in the Office of Utilities Regulation (OUR) 2025–2026 Annual Report, tabled in Parliament on Tuesday. The report shows that the NWC committed 14,817 breaches of its Guaranteed Standards during the period April 1, 2025 to March 31, 2026. But the utility paid just 32 per cent of the potential compensation its customers should have received. Among the reasons cited for the non-payment were customers failing to submit the required claim forms and NWC receiving relief from the Guaranteed Standards following Hurricane Melissa in October 2025. The OUR excused the utility from meeting certain service requirements between October 24 and December 31, 2025, because of the disruption caused by the Category 5 storm. This meant the utility could avoid paying compensation for breaches covered by that relief during the period. The report also disclosed that, in March 2026, the NWC requested a further six months of relief, beginning January 1, 2026. At the end of the reporting period, that request was still under review, with the OUR indicating that a decision would be issued in the next financial year. The Guaranteed Standards are service requirements that utility providers are expected to meet. Where a provider breaches an applicable standard, affected customers may qualify for compensation, subject to the relevant conditions and procedures. The NWC’s compensation figures form part of wider concerns about customer service and unresolved complaints recorded by the OUR during the financial year. The OUR said it received 3,558 contacts from consumers about utility services during the period, of which 1,168 related to the NWC. These included complaints, enquiries, and other matters brought to its attention. At March 31, 2026, the NWC also accounted for 251 of the 625 complaints that remained open across all utility providers, representing 40 per cent of the outstanding cases. The report found that billing disputes and service interruptions were the leading reasons consumers contacted the OUR, accounting for 48 per cent and 18 per cent of all contacts, respectively. The regulator also noted that it had secured approximately $21.34 million for customers through investigations of appeals and complaints during the financial year. The NWC accounted for the largest share, paying approximately $9.45 million for consumers, or 44 per cent of the total. The OUR said it would continue reviewing the NWC’s request for additional relief in the following financial year. The utility recently applied for a 51 per cent tariff increase which is to be considered by the OUR.