The eThekwini Municipality said it is actively addressing concerns about its billing system, with ongoing efforts to enhance accuracy and customer experience.
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The eThekwini Municipality says there are ongoing efforts to enhance billing accuracy, improve customer experience, and strengthen transparency.
The City was responding to questions from The Mercury after IFP councillor Jonathan Annipen said he had assisted a Phoenix pensioner who was facing a R81 000 municipal bill which had accumulated due to estimated billing. According to Annipen, meter readings had not been conducted at the property for over 12 months. As a result of Annipen's intervention, the bill was written off.
EThekwini Municipality’s Marketing and Communications Deputy Head Gugu Sisilana said the municipality has made significant progress in reducing estimated meter readings and improving billing accuracy.
“Since aligning meter reading operations within the Finance Department, notable improvements have been achieved. Most remaining estimated readings are due to restricted access to properties rather than technical faults. Both water and electricity readings are being improved, with plans to transition to monthly readings across all services.
“It should be noted that in line with industry practice readings are estimated to facilitate ongoing billing to avoid back charges. Automated meter reading systems are being rolled out to reduce manual handling, minimise human error, and ensure greater accuracy. Faulty meters are being replaced through an approved supplier and prepaid and smart meters continue to be expanded.”
She added that the City also encourages residents to assist by ensuring access to meters and reporting possible leaks early.
Ratepayers can upload/submit their readings through several digital and accessible channels including:
- eServices Portal: Enables customers to log in securely and submit water or electricity readings directly linked to their billing profiles.
- WhatsApp Chatbot: Allows residents to send readings.
- USSD Service (*134*3532#): Provides a mobile-based channel for customers without internet access to capture readings quickly and conveniently.
- e-Correspondence Portal: A dedicated online facility where customers can lodge billing queries, track progress, and receive official responses directly from the Municipality.
- Customer Service Centres: Located across the City, these centres provide in-person support to customers who may need assistance with billing queries, account reviews, or guidance on how to submit meter readings via the available digital alternatives.
Sisilana added that the City has ongoing media and community campaigns to keep residents informed about meter reading submissions and billing processes.
“Through the ‘Bringing Municipal Services Closer to the People’ initiative, municipal officials regularly visit communities to assist residents with billing issues, rebate and indigent applications, and account updates. Ward councillors and ratepayer associations support these engagements, which have been especially beneficial for senior citizens and low-income households. This programme has also increased registration for e-billing services and improved digital literacy among customers.”
Sisilana added that the City is implementing a new integrated billing system, Oracle Customer-to-Meter (C2M), that automates processes, links real-time meter data, and enhances billing transparency and efficiency.
“This transformation will ensure more accurate billing and improved service delivery. The municipality remains dedicated to fair and accurate billing, transparent governance, and respectful engagement with customers. All current initiatives aim to safeguard the financial well-being of residents while building confidence in eThekwini’s revenue management systems.”
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