Despite numerous complaints about customer service, Khulna WASA has continued to raise water prices regularly. Over the past 10 years, the utility has increased water prices eight times. In June last year, the agency raised prices by 10 percent in a single step. Less than nine months later, prices have increased again by another 5 percent. The revised rate took effect from March 1. Under the new price, residential consumers will have to pay BDT 10.38 per unit (1,000 litres) of water. In addition, service charges, demand charges, and VAT are also applicable.

However, consumers say they remain dissatisfied with the quality of service despite the price hike. They complain about irregular water supply, as well as muddy and foul-smelling water. Expressing anger over the latest increase, customers said raising prices without improving service quality is unreasonable.

According to Khulna WASA, its board approved a new price of BDT 4 per unit on January 1, 2015. The price was increased by 20 percent on January 1, 2016, and again by another 20 percent in January 2017. Through eight rounds of increases, the latest rate was set at BDT 9.88 per unit. From March 1, it has risen to BDT 10.38.

Advocate Kudrat-e-Khuda, former president of the Khulna Conscious Citizen Committee (CCC), said, “Under the consumer service law, a public hearing must be held before increasing service charges. WASA has never arranged such a hearing. Once the new price takes effect, it will place an additional economic burden on people.”

Abdus Sobhan, a resident of the Nirala area, said, “A few months ago, when the water became muddy, I contacted WASA. Two days later, their staff came and said a contractor had broken a water pipe while carrying out road works and that I should inform them. When I contacted the contractor, he told me to ask WASA to repair it and that he would bear the cost. I had to run back and forth for seven to eight days. Even though customers suffer to receive service, it seems the authorities don’t feel bound to follow rules when it comes to raising prices.”

Khulna WASA officials, however, said they are continuously improving civic services. As part of this effort, work on sewerage systems is being carried out alongside water supply operations. This often requires excavation of city drains and roads, as well as repairs to TNT lines, which sometimes damage WASA pipelines. In such cases, dirt may mix with the water supply, but the authority repairs the pipelines quickly to resolve the issue. Officials added that the quality of water is now much better than before.

M Khademul Islam, commercial manager of Khulna WASA, said, “In Dhaka WASA, the price per unit of water is BDT 16.70, while in Chattogram WASA it is BDT 18. In comparison, the price in Khulna is only BDT 9.88 per unit. Considering all factors, the tariff has been increased on reasonable grounds.”

Jhumur Bala, deputy managing director (finance) of Khulna WASA, said, “The price of water in Khulna is lower compared with other cities, while the operational costs of WASA are much higher. Under the government’s sewerage law, if approved by the board, the price can be increased by 5 percent annually. The latest increase has been implemented in accordance with the law.”