Harare Residents Demand Compensation Over Faulty Prepaid Water Meters

Residents of Harare are demanding compensation following the Harare City Council's and Helcraw Water's admission of billing problems with prepaid water meters. The smart meters, introduced in selected suburbs around March 2026, have drawn criticism for inconsistent billing and inaccurate consumption readings, leading to frustration among users.

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I bought water worth US$40,00 and we couldn't go for a week accessing the water. This despite the fact that we were using the water sparingly.

While some residents initially welcomed the prepaid system for its perceived efficiency in paying only for used water, many others have reported unexplained and excessive charges. One resident shared her experience of purchasing $40 worth of water, which was depleted in less than a week despite minimal usage. She contrasted this with bulk water purchases that last significantly longer, stating, "So surprising when we purchase bulk water and fill up a 5000-litre tank, we are able to go for two months but about 16 000 litres of prepaid water won't last us three weeks."

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So surprising when we purchase bulk water and fill up a 5000-litre tank, we are able to go for two months but about 16 000 litres of prepaid water won't last us three weeks.

In response to widespread complaints, the Harare City Council and its partner, Helcraw Limited, issued a joint statement acknowledging that "abnormal hydraulic conditions," such as trapped air from pipeline issues, can cause meters to record and charge for air flow even when no water is running. This explanation has fueled further debate, with residents calling for increased transparency and official intervention.

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Already we are struggling with opaque water charges, which all call for detailed investigations into how these prepaid water meters are really working.

Felistus Chinake of Hatcliffe questioned the system's integrity, asking, "Already we are struggling with opaque water charges, which all call for detailed investigations into how these prepaid water meters are really working." Residents are demanding to know how much has been lost through "hot air readings" and what measures the local authority is taking to protect them. Calls for reimbursement for potential overcharging are growing, although Harare City Council spokesperson Stanley Gama dismissed allegations of unfair billing, stating that residents facing technical challenges should approach the council for solutions. He did not directly address why the admission came months after the rollout.

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There is no shortchanging of residents at all. Residents facing technical challenges are free to approach the local authority for a technical solution.