The Tshwane metro is continuing with its virtual outreach programme this week to encourage residents to pay their municipal bills.
The programme commenced on Monday and will run until 29 June 2021.
Tshwane finance MMC Mare-Lise Fourie said the metro noted that this was a new way of interacting with residents.
“Physical distancing does not mean we cannot maintain, and possibly even deepen, social connections at this time of uncertainty, loss and separation.”
She said in-person, face-to-face engagement was always ideal, however, there were instances where a shift to virtual formats was necessary to cater to communities’ needs.
The programme is set to focus on dealing with services such as:
– Billing queries and estimation corrections.
– Credit control and assistance with repayment arrangements.
– Revenue protection and related matters.
– Account queries due to water leaks.
– Property rates queries.
– Registration of customers and indigent subsidy benefits.
Fourie said the programme was aimed at helping residents whose accounts were in arrears to conclude settlements or set up monthly repayment agreements.
“Those who are unable but willing to pay will be informed of the various options available to assist them,” said Fourie.
She said Tshwane residents could also sort out their municipal account issues after hours, through the programme.
“The last outreach was a two day event and ran from 30 April and 1 May; however, I hope more people will use the opportunity to be assisted this week.”
She said only 110 residents used the opportunity to engage with the city previously.
The programme will allow residents access to about 20 metro account consultants via Zoom.
“Customers should have their account numbers at hand when logging in on the Zoom platform.”
She said each consultant was issued with a pass code and unique Meeting ID for customers to connect to the host.
“The automated system will enable customers to share a screen view with their host.
“Upon logging in to the email address provided, a pass code will place customers in a queue for assistance.”
Fourie said customers were urged to also submit their account number and a photo of the electricity or water meter reading to enable instantaneous correction of the account where necessary.
“Since hosts will be grouped in terms of the service rendered, customers will be requested to log on to the category of their query.”
Fourie said it often happened that residents were not able to visit municipal offices at all times to query their accounts.
“This way we help residents in their comfort zone.”
She said the programme was decided upon after the metro realised that residents were more at ease discussing their accounts queries after hours through face-to-face platforms rather than via telephone.
The programme will run weekdays from 16:00 until 19:00 and on 12, 19 and 26 June 2021.
The programme will also be available on Saturdays from 08:00 until 15:00.
“This is an attempt to increase the collection rates as in order to stabilise the metro’s finances.”
She said for residents that owed on their municipal accounts, debt collection and credit control measures had been put in place to address the consumer debt arrears and ensure that collection rates remain high.
Fourie said the metro had adopted a two-pronged approach as part of collection efforts.
“The first debt collection approach is the use of debt collectors who have been assigned to collect on historical debt that is owed to the municipality.
“The second, is the implementation of credit control measures whereby notices are being issued to clients to pay their debts, failing to do so will result in electricity disconnections as a first step.”
She said through these measures, the metro intended on managing the debtor’s book and ensure that metro collected on rates owed to it.
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