Raising consumers’ interest in their water invoices: Challenges and opportunities

Rita Martins and Patrícia Moura e Sá

Utilities Policy, 2020, vol. 63, issue C

Abstract: Given the importance of invoices in conveying key information to consumers, regulatory authorities worldwide have been issuing recommendations on their content and format. The aim of the current paper is to assess a detailed invoice model, which stresses accuracy and exhaustiveness concerns. The study is based on the perceptions of domestic consumers collected through the administration of a survey questionnaire. Findings reveal that the detailed invoice model proposed is regarded as complex, including unnecessary information and making use of a language that is not easy to understand. Some recommendations to make their content more intuitive and appealing are derived.

Keywords: Water services; Invoices; Domestic consumers; Survey; Communication; Awareness (search for similar items in EconPapers)
JEL-codes: K23 L95 Q25 (search for similar items in EconPapers)
Date: 2020
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:juipol:v:63:y:2020:i:c:s0957178719303571

DOI: 10.1016/j.jup.2019.101004

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