The Antigua Public Utilities Authority (APUA) has implemented a new customer protection policy that pauses service disconnections for users disputing the accuracy of their utility bills, for the full duration of official investigations into the complaints.
The regulatory body has outlined a clear process for customers who suspect errors in their monthly statements: users must first file an official complaint in person at any APUA customer service center. Once a complaint is registered, authority teams will conduct a full review that includes cross-checking recorded meter readings against actual usage data, analyzing historical consumption patterns to spot irregularities, and determining whether a billing adjustment is justified. Throughout this verification process, no disconnection action will be taken against the customer for the portion of the bill under dispute.
Beyond protections for disputing customers, APUA has also issued a proactive appeal to residents facing financial hardship, urging them to reach out to the authority’s Credit Control Department early, before unpaid balances grow to unmanageable levels.
Roger Tong, APUA’s Chief Operating Officer and Acting Chief Executive Officer, emphasized that the organization’s core mandate is centered on keeping essential services accessible to all Antiguan residents, rather than cutting off access for struggling households. “We don’t turn anybody away, and the intention is not to have anybody sleep without electricity or not have water,” Tong stated in an official comment.
Tong added that any customized payment arrangements worked out between the authority and customers will be tailored to individual financial circumstances, requiring only realistic payment schedules that align with what each household can reasonably afford.
While APUA confirmed that its standard disconnection program for overdue accounts has resumed following any prior suspension, officials stressed that customers who proactively communicate their circumstances with the authority will qualify for tailored assistance. The organization did issue a warning, however: failing to address outstanding bills and allowing arrears to accumulate over time will only make it far more difficult to negotiate a manageable payment solution that avoids disconnection.