Paying the piper

After water rates were increased in a small municipality, we received 48 complaints from local residents who disagreed with the increase. We made inquiries with municipal staff, who explained that council had approved the hike at an open meeting, based on a staff report that detailed significant issues with the municipality’s aging water and sewer pipes. They also noted that efforts were made to inform residents of the upcoming change on their water bills. The municipality also put an information line in place for residents to call if they had questions, and developed a Frequently Asked Questions document to be sent out with the next round of water bills and posted on the municipality’s website.