“We Pay for Water We Don’t Use”: Rwandan Households Speak Out as WASAC Faces Growing Scrutiny Over High Bills and Disconnection Practices

By Fred Mfuranzima 

Kigali, Rwanda: Across Rwanda, a growing number of households are voicing frustration over unexpectedly high water bills, unexplained charges, and aggressive disconnection practices by the Water and Sanitation Corporation (WASAC). What began as an isolated complaint from a Kigali family has revealed a broader issue that may be affecting thousands of Rwandans—and many are now calling for greater accountability and transparency.

In one case, a Kigali household reported being charged 29,000 Rwf every month—despite having no commercial water use, garden, or unusual consumption habits. That figure amounts to about 33,000 liters of water, or 1,100 jerricans of 30 liters, monthly.

“This isn’t just high—it’s impossible for an average household,” said Jean Claude, a resident of Kicukiro who runs a family of five. “We use water carefully, and we still pay under 10,000 Rwf. Something is clearly wrong when a neighbor is being charged three times that for normal use.”

Lack of Investigation, Swift Punishment

The family reported the issue to WASAC, hoping for an inspection or explanation. Instead, they were told to “wait another month and monitor.” When they delayed payment for just one cycle—expecting a resolution—WASAC workers disconnected their water meter.

“They didn’t investigate. They didn’t call. They just came and cut off the meter,” said the affected resident. “Then they asked us to pay not only the full amount and late fees, but also transport fees for their staff to come reconnect us. How is that fair?”

Several other Kigali and upcountry residents interviewed shared similar experiences.

“They told me my usage jumped to over 20,000 Rwf in one month, but we didn’t even have guests. I asked for someone to come check the meter, and they never came. Instead, I got fined,” said Agnes Uwimana, a school teacher in Nyamirambo.

“We feel powerless,” said Patrick Mugisha in Gasabo. “If you don’t pay, they cut you off. If you pay, you’re paying blindly.”

Comparison with Standard Usage

According to WASAC’s own tariff structure, a typical household that uses under 15 m³ (15,000 liters) should pay between 5,000–7,000 Rwf/month, even after taxes. Households using more than 50 m³/month—where the tariff jumps to 877 Rwf per m³—are usually large institutions, commercial properties, or farms.

Yet residential homes, with no business activity, are being charged as though they are using institutional volumes of water.

Calls for Accountability

Consumer protection groups say WASAC must do more than simply charge and disconnect. They are demanding:

Prompt and transparent investigation of unusually high bills.

Independent meter audits for customers raising legitimate concerns.

Elimination of penalties or transport fees when no fault has been proven.

Clear communication and public reporting on complaint resolution.

“Water is not a luxury. It’s a basic right,” said Claudine Iradukunda, a human rights advocate in Kigali. “We cannot build trust in public services when people are punished for asking questions.”

WASAC’s Response

Previous reports have noted that the utility faces challenges with aging infrastructure, inaccurate meters, and limited customer support capacity.

However, affected residents argue that these internal issues should not become a burden for households who are already struggling with the cost of living.

As Rwanda continues to digitize public services and strive for universal access to clean water, citizens say it’s time for WASAC to match that ambition with accountability.

“We want to pay our bills,” said one Kigali resident. “We just want them to make sense.”