The Water Authority of Fiji is a corporate body established under the Water Authority of Fiji Act 2007 to make provision for the effective management and administration of the Water and the wastewater systems.
We are responsible for providing access to quality drinking water and wastewater services to over 159,000 and 33,540 residential and non-residential metered customers in the urban areas of Fiji and also setting up water supply systems in rural areas.
The Technical Officer – Meter Reading & Enforcement is responsible for ensuring the integrity, accuracy, and compliance of all metering and field enforcement operations.
The role supervises both internal Technicians and Contractors to ensure accurate data capture, lawful disconnections, reconnections, and enforcement against illegal or tampered connections in accordance with WAF’s Metering & Billing Policy, Customer Charter, and regulatory obligations.
This position plays a critical role in safeguarding WAF’s revenue, reducing Non-Revenue Water (NRW), and upholding customer fairness through accurate metering and consistent enforcement actions.
- Key Accountabilities
- Plan, allocate, and monitor daily meter reading routes to ensure full completion within billing cycles.
- Verify photo-capture readings and reconcile estimated vs. actual data.
- Conduct field audits on anomalies such as zero-consumption, tampering, or excessive usage.
- Maintain accurate GIS and Gentrack records aligned with customer accounts.
- KPI: 100% route completion within billing cycle, Zero meter reading errors or missing photos, 100% audit findings actioned within 10 working days, 100% data accuracy between GIS and Gentrack systems.
- Disconnection Activities
- Supervise lawful disconnections per WAF SOPs and the Customer Charter.
- Ensure proper field documentation, tagging, and system updates for disconnected accounts.
- Investigate suspected illegal reconnections and liaise with enforcement teams.
- Conduct safety and risk assessments prior to disconnection works.
- KPI: ≥90% disconnections completed within SLA (≤10 working days), Zero documentation errors in disconnection records, 100% illegal reconnection cases investigated and reported with evidence, Zero safety incidents during disconnection operations
- Reconnection Activities
- Ensure timely and lawful reconnections upon customer payment or approval.
- Verify physical reconnection, pressure testing, and meter functionality.
- Update field and system records (Gentrack/GIS) accurately.
- Engage courteously with customers to explain reconnection outcomes and post-payment conditions.
- KPI: 100% reconnections completed within SLA (≤ 24 hours post-payment), Zero error rate in reconnection records, 100% reconnections verified and documented with photos, ≥95% customer satisfaction on reconnection feedback
- Field Supervision & Team Leadership
- Supervise and guide Meter Readers and Disconnection Technicians to ensure accuracy and discipline.
- Conduct on-the-job training in smart metering tools and systems.
- Manage attendance, performance, and field route completion.
- Conduct joint audits on contractor routes and enforce WAF’s service-level standards.
- KPI: ≥95% of assigned field tasks completed on time, 100% compliance with safety and attendance protocols, ≥80% of team rated “meets or exceeds expectations” in PAF reviews, ≥2 toolbox meetings and coaching sessions per month.
- Customer & Compliance Interface
- Engage courteously with customers to explain field activities, disconnections, or meter issues.
- Coordinate with Customer Success and Billing Teams for resolution of hardship or dispute cases.
- Record all field interactions and resolutions in CRM with supporting photos & notes.
- Uphold WAF’s Customer Charter values of fairness, empathy, and transparency.
- KPI: ≥90% of customer complaints on meter related & billing matters resolved within Customer Charter (≤10 working days), 100% field interactions recorded in CRM, ≤5% customer complaints escalated beyond first contact, ≥85% positive feedback from Customer Success team on professionalism.
- Technical & System Support
- Support meter verification, calibration, and replacement programs.
- Participate in Smart Metering (AMI/AMR) & Prepaid metering system rollout and ensure accurate data capture.
- Conduct quality checks on meter installations, leaks, and tampering incidents.
- Recommend improvements in automation and field reporting processes, KPI: ≥95% verification and calibration tasks completed within timeline, ≤2% data errors during AMR/AMI uploads, ≥2 operational improvement recommendations per quarter, 100% faulty or tampered meters logged and replaced within 10 working days.
- Reporting & Record Keeping
- Prepare daily, weekly, and monthly reports on meter reading, disconnection, and enforcement operations.
- Track performance KPIs and highlight variances or risks.
- Maintain detailed route completion logs, arrears reports, and operational audit summaries.
- KPI: 100% timely submission of reports to Supervisor, Zero data discrepancies between field and billing records, 100% KPI reports updated monthly for management review.
- Health, Safety & Environment (HSE)
- Ensure all staff and contractors adhere to WAF’s OHS and ESS policies.
- Conduct safety briefings, risk assessments, and toolbox meetings before deployment.
- Report all incidents, near-misses, and environmental non-compliances immediately.
- Promote sustainable field practices (minimal disturbance).
- KPI: Zero Lost Time Injuries (LTI) or major safety breaches, 100% of field teams briefed daily on safety requirements, 100% incidents/near misses logged within 24 hours, ≥2 OHS compliance audits or reviews per quarter
- The applicant must possess a Trade Certificate III/IV in Plumbing & Sheet Metal with at least 7 years of experience
OR - Trade Test Certificate Class III Pipe Fitter/Plumber (General) with at least 3 years of experience.
- Strong understanding of metering systems, fittings, and installation standards.
- Proficient in Gentrack, GIS, CRM, and digital field reporting tools.
- Good analytical, problem-solving, and supervisory skills.
- Sound knowledge of DMA & NRW management principles.
- Excellent communication, leadership, and customer service.
- Physically fit and safety conscious.
- The candidate should have at least a valid group 2 driving license.
Interested candidates are advised to apply online and complete the recruitment requirements on the portal. All applications should be received no later than 27th March, 2026
INCOMPLETE & LATE APPLICATIONS WILL NOT BE CONSIDERED. ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED.
Customer Experience
Metering & Installation
