Customer classification and meter reading arrangement

Our current customers of approximately 190,000 are mainly classified into two categories: business & industrial and residential customers. By their relatively higher water consumption, the meters of business & industrial customers are read on a monthly basis for billing purpose. The meters of average customers are read on a bi-monthly basis. There are ten water meters readers now and on average they take reading of around 600 meters per person. According to the meter reading route previously arranged by the Company, the customer information will be downloaded daily from the server to the hand-held computers. Meter readers will take the readings by using the computers at the designated addresses on the next morning.

Main meter reading tools

Hand-held computers : The present hand-held computers were upgraded in February 2002. Each hand-held computer can store more than 1,500 customers’ information and can function as monitoring abnormal input readings.

Digital camera : If meter readers are unable to read customers’ meters or find some illegal water supply connection/ missing meter / leaking pipe / other problems, they will take photos as an evidence of the present scene and pass them to their division chiefs for checking.

Quality control of water consumption

For better meter-reading management, meter readers will take turn to read meters in different areas each month. If the meter reader fails to take reading of premises, a notice will be given to the customer, informing them either to arrange another appointment for meter reading or to report their reading themselves. The present scene will be photographed before reporting the cause of the failure. An experienced staff will check the daily work of meter readers carefully. If the readings are either too high or too low, professionals will be sent to check the meters and the relevant facilities nearby the meters.

From the past year record, the average monthly percentage of wrong meter reading was less than 0.1%.

Major difficulties of water reading

Except those new buildings built during the recent decade or so in Macau, the majority of meters were installed under the staircase or near the dark, moist and hidden corner. It is often reported that large amount of rubbish or obstacles were stored near the meter area.

Occupational Safety and Health

It is the company’s utmost concern for the safety and health of the employees. The company not only provides relevant safety training courses regularly, but also supplies the meter readers’ adequate personal safety equipment such as safety boots, safety hats, luminous vest and etc.