eThekwini Municipality defends billing system integrity amid inaccuracy claims

The eThekwini Municipality says its billing system remains accurate, reliable, and fully operational.

It was responding to the DA's eThekwini mayoral candidate Haniff Hoosen who had alleged that there are widespread systemic inaccuracies or a failure of the billing system.

In response, the municipality said Hoosen's claims are unfounded and misleading. The Mercury has, however, previously reported complaints from ratepayers and councillors about inaccurate billing and estimated billing issues that have left customers with accounts in arrears.

The City said while there are isolated cases where customers raise queries regarding their municipal bills, its investigations indicate that the alleged inaccuracies are not due to defects or failures within the billing system. 

It said these are largely attributable to external factors, including:

• Undetected water leaks on customer properties, resulting in high consumption
• Reconciliation of actual meter readings following prolonged estimated readings, which may result in once-off adjustments perceived as anomalies
• Access challenges, such as locked premises or aggressive pets, which delay meter readings and necessitate estimated billing
• Incorrect or inconsistent customer-submitted readings, including transposed digits or readings taken from the incorrect meter
• Changes in customer consumption patterns, such as increased household occupancy or expanded business activity
• Delayed reporting of leaks or meter faults by customers

The municipality said reforms had been implemented to improve billing accuracy and customer experience including changing the bill format and introducing an online e-Services platform.

“Customers are encouraged to register on the e-Services portal, which allows for timely receipt of bills, online viewing, and secure digital payment options. Residents are also urged to use the municipal mobile application to submit monthly meter readings, ensuring they are billed accurately for services consumed.”

The municipality also said there has been a reduction in estimated billing with only 12% of water bills and 20% of electricity bills currently being estimated.

It denied that residents are coerced into entering debt arrangements on disputed amounts. It said in terms of its credit control policy: 

• Customers are encouraged to lodge formal disputes where they contest any portion of their account.
• All disputed charges are thoroughly investigated.
• Interim payment arrangements are voluntary and are offered solely to prevent account escalation during dispute resolution.
• Any settlement offers are considered on a case-by-case basis and in accordance with approved procedures.

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