THREE families in Sarnia were slapped with exhorbitant water bills for December and January after a pipe burst at the corner of Rushbrook and Limpus roads in Sarnia.
One of the residents, Leila Moodley, said having to pay extra money for their water bill is difficult as they are a family of five with one breadwinner.
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She said their bill is usually around R460 a month, but in December the amount was more than R5 000 with another R4000 added in January.
“At first we thought maybe there was some pipe leaking in the house which made our bill so high, but we found out that two of my neighbours also had the same problem.
“I went to the Sizakala Centre to lodge a claim a few times but we were forced to pay a deposit of R2 960 and sign an agreement to pay an extra R350 per month on our actual water usage until the municipality reviews our claim and refund us, which could take almost two years.”
Moodley said she does not understand why they are being told to pay this extra money every month when it was not their fault.
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“The cause was a burst water pipe in the road on the corner of Rushbrook and Limpus road in Sarnia on Christmas Day.”
“From what I have been told by a municipal worker, the water was turned off during repairs, but this caused air to flow through our meters, spinning them very fast causing an exceptionally high meter reading,” she said.
We are paying for air
Another resident, Rob Way, said he had also received a bill of R5 600 for December. Strange as, “We were on a holiday for the last two weeks of December.”
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Way said he thought it could be a leaking geyser because when the City first implemented the water restrictions his geyser was damaged.
“So now, I have heard that we are being charged for air, air which I was not even here to enjoy,” said Way.
Another neighbour, Bhekuyise Sibiya, said he received a bill of more than R6 000. Sibiya said he pays his water and electricity via a debit order.
“They have not debited that amount yet. I have lodged a complaint and have been told that they will sort out the problem, but to this day nothing has been done and I still receive a bill of more than R6 000.
Another resident complained that when the water is turned off during restrictions, air lodges in the pipes and when he turned on a tap, the meter was spinning even though there was no water coming our the tap.
And when the water is turned on again, the pressure pushes the air in the pipes making the meter spin adding to the water bill.
“We are paying for air not the use of water in this case,” said the resident.
Highway Mail sent a list of questions to the eThekwini Municipality communication department:
*Why should they keeping paying the extra amount when the municipality knows it was not their fault?
*The family was told that the claim will take six to nine months to be resolved, but their problem they cannot keep paying the extra money. Is there anyway that the municipality can process their claim faster?
*Also, we have had many people complaining that they are being charged for air (which results in the metre spinning) during the water restrictions. Can I please get a comment and clarification on that issue to report to our readers?
eThekwini Head of Communications, Tozi Mthethwa responds:
The City does not divulge a resident and/or customer’s account details to a third party.
As a caring City, eThekwini Municipality has a debt relief programme whereby residents and/or customers are encouraged to come forward and make arrangements to pay off their outstanding debt in terms of the municipality’s credit control and debt collection policy.
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This can be done by visiting their nearest Sizakala Centre for further information.
The municipality asked for the customers account number and contact details to refer the matter to the relevant unit which will liaise directly with the customer.
Customers who need to query bills are encouraged to do any of the following:
• Phone the Call Centre on 0801313013
• Visit their local Sizakala Centre
• Visit their Customer Services Offices at Prior Road Durban
• Send an email to eservices@durban.gov.za
If residents are not satisfied with the service, they can address the matter directly with the supervisor or ask to speak to the relevant manager, or request an appointment.
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