Take note: City’s new query escalation process

Ward 87 councillor, Bridget Steer.

With the City of Johannesburg’s billing query escalation process having changed, Ward 87 councillor, Bridget Steer provides some insight into how the process now works.

Log your query through the call centre on 0860 56 28 74 or go to your nearest walk-in centre and get a reference number.

“It helps to take photos of your actual meter readings that clearly show the meter number reading and proof of date,” said Steer.

Queries should be resolved within 30 days. If it has not, it is time to follow the next step:

  • Escalate the query along with the reference number to [email protected] You should receive feedback within seven days.
  • Should the query still not be resolved, send an email to the deputy director’s office at [email protected] You should hear from them within three days.
  • Should the matter still not be resolved, customers can contact the billing director at [email protected]
  • The final step is to contact the group head of finance in the City at [email protected]

To address billing queries, a back office unit within the revenue department was established on 3 April which dealt with 78 479 queries of which 29 491 were between 90 and 365 days old. As of 19 May, the queries have been reduced to 12 600.

Edited by Stacey Woensdregt

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City of Johannesburg’s R357-million billing crisis game plan 

  AUTHOR
Chantelle Fourie

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