ETHEKWINI Municipality reports that its new billing system has seamlessly been integrated, making eThekwini fully compliant with regulations set by National Treasury.
IAccording to the City, it has been a long haul to implement and integrate the new billing system from the outdated COINS to the Revenue Management System (RMS), and the change management processes needed to be taken into consideration.
Customers’ concerns are investigated, identified and resolved with the intention of improving the City’s efficiency.
Taking cognisance of this, the City has set out to inform customers of processes to follow in the event they experience anomalies with their bills.
EThekwini Municipality spokesperson Msawakhe Mayisela said: “The City has no intention of dismissing queries regarding overbilling or to disconnect services. Should customers receive an excessively high bill, or if they are in arrears, they are encouraged to contact the city through various channels, or visit any of the Sizakala Customer Service Centres (SCSC) for assistance. Should the matter not be resolved immediately then a thorough trace of the bill and consumption will be investigated.”
Billing issues
Meter readings – Customers are encouraged to physically verify readings on meters to ensure accuracy of readings reflected on the bill.
Should there be a discrepancy they should notify the city. Electricity readings can be sent to SMS Code 30909 or email: Custocare@elec.durban.gov.za.
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A high water account may be as a result of a water leak, incorrect meter reading or actual meter reading not done for a long period of time.
Customers should always check that their last payment is reflected on the current bill.
Payment methods
Customers must make certain that their bill is paid by the due date reflected on the bill to avoid interest charges and other actions.
Customers may utilise alternative methods of payment, as this is a fast and convenient way to make payment and avoid waiting in queues.
Bills can be paid at a municipal customer care centre, Sizakala Centre, Pick ‘n Pay, Shoprite Checkers, Woolworths and Spar, The Post office, or via EFT to the City’s Nedbank account.
This payment can also be made through the ATM and link eThekwini as a beneficiary.
The City is also launching payment through Masterpass.
This will be available initially to customers who are registered on the e-Services portal with updates made available on the portal. T
City will also be implementing a debit card payment option soon, making paying accounts easier.
E-Services
The eServices portal provides customers with electronic bills that they can access anywhere at anytime.
Is a self-service facility that is available to eThekwini customers, managing agents, companies and organisations.
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For information on how to register to eServices, contact the Customer Tollfree number 080 311 11 11 or log queries online.
Revenue online correspondence
Revenue Correspondence is an alternative platform that went live last November for customers to log revenue-related matters.
It is envisioned to streamline the process of correspondence received by the City’s revenue team.
It will also ensure ease of monitoring and accountability making the process more efficient for reporting of revenue queries, faults and suggestions.
The online correspondence will include billing, electricity, rates, refuse, sundries and logging of general revenue queries.
The customer will receive a reference number which is used to follow up on the issue raised.
Customers can access the system by logging on to https://correspondence.durban.gov.za:200/
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