Residential users' perceptions on water bills

Abstract

Given the importance of invoices in communicating information on prices and quantities consumed, as acknowledged by regulators, it would be of great importance that consumers could look at invoices and understand price signals and other relevant information. Invoices should clearly give the explanation of the amount to be paid and communicate the financial consequences of consuming more or less, the adequacy of consumption patterns and the relevance of parsimonious water consumption.
Based on data collected by means of focus group interviews, the current paper investigates reasons that might be behind the low level of knowledge of domestic consumers regarding their water invoices and makes some recommendations to improve this billing document. Among such improvement opportunities are: removing some unnecessary technical jargon, including a benchmark to assess the level of individual consumption and better clarifying the link between consumption level and amount paid.
Adopting such suggestions seems to be essential to overcome part of the distrust and apathy problems identified and to foster the effectiveness of price and non-price policies in promoting parsimonious consumption behaviours.

http://dx.doi.org/10.14195/2183‑203X_42_2