COCT Water Department thinks 21KL usage shows "no defects"

Last year, on 25 November 2023, I discovered a big water leak on my property. I immediately attended to it, but lost several KL. Usually I use between 2KL to 4KL a month, but that month I consumed more than 21KL, and had to pay more than R1000 more than usual. Obviously a huge difference.

I submitted a water rebate on 4 December 2023. After following up several times with COCT during the last few months, I was finally told that I won't receive a rebate, because my consumption for November 2023 showed "no defects" and "the previous corresponding period is comparatively equal to the consumption during the leak period".

So one month I use 3KL, the next month 21,8KL and then a month later I use 4KL, but somehow the leak month is "equal" to the others?

What a joke that the COCT thinks that much water loss is nothing out of the ordinary, and that paying R1000 extra is normal.