Metro addresses billing problems
As of June 30, 90% of water and electricity meters were billed based on accurate readings.
In response to the concerns of residents regarding inaccurate billing, the metro stated that it has implemented a robust control process and system aimed at improving accuracy.
For years residents have been complaining about exorbitant bills that did not match meter readings.
The metro claimed that this system is designed to ensure that all residents are billed fairly and accurately and that any billing error is corrected on time.
The metro’s spokesperson Lindela Mashigo said a multi-disciplinary team in place ensures that all the meter technical challenges on the ground are addressed efficiently and effectively.
Mashigo has assured the residents that, as of June 30, 90% of water and electricity bills were based on accurate readings.
“These are readings obtained by the city’s meter readers and those submitted by residents either at our walk-in centres or via an online platform such as e-Tshwane or meter records email,” he said.
This indicates that the majority of residents are being billed accurately, with any inaccuracies corrected as soon as possible.
Mashigo said the city’s billing system has set parameters to detect exceptions if readings are out of sync.
“Therefore, the back-end team does verification of the exceptions and issues an inspection order for verification purposes.”
The back-end team is also supporting the city in attending to billing exceptions and ensuring that where there are account discrepancies, they are addressed speedily before the bill is issued to the customer.
This includes increasing the level of meter reading.
The city has a multi-disciplinary team, comprised of finance, water and electricity departments to ensure that all meter-related queries which require attention are addressed.
“Furthermore, the meter reading team is also focusing on long outstanding estimations to ensure that meter readings are obtained accordingly,” he said.
He claimed that there are several reasons why meter readings submitted are not used for billing.
“Late submission after billing has taken place, readings that are out of sync with previous actual readings on the city’s system, faulty/stuck/reversing meters or in cases where meters have been replaced on site but not yet on the billing system.”
Mashigo said meter reading orders are downloaded as per the approved meter reading and billing calendar.
Only one order per installation is created and downloaded, hence, the first reading received, either by meter, reader or customer is used for billing.
The city has already introduced automation of meter reading and has started with the large power users of electricity.
Mashigo said residents having trouble submitting readings should email the city at customercare@tshwane.gov.za or meterrecords@tshwane.gov.za, visit any walk-in centre or call customer care with photo evidence reflecting the meter number and reading.
“This includes being in contact with the Zoom platform team which can assist customers after normal working hours,” Mashigo concluded.
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