Johannesburg Water assumes responsibility for billing
From July 1, JW has taken over the billing functions for water and sanitation services previously managed by the CoJ, in order to enhance accuracy, speed up query resolutions, and improve customer service across the city.
Johannesburg Water (JW) has officially taken over the entire water and sanitation billing operations previously handled by the City of Johannesburg’s (CoJ) Revenue Shared Services Centre (RSSC), effective from the start of July 2025. This transition marks a significant milestone in the city’s efforts to improve service delivery and strengthen customer relations.
According to JW’s managing director Ntshavheni Mukwevho this strategic shift represents a commitment to enhancing operational efficiency, ensuring more accurate billing, and increasing accountability in customer interactions. The change includes managing all billing processes related to water and sanitation services, with JW having put in place new systems, expanding staff capacity and customer support channels, to facilitate a smooth handover and minimise any disruptions to residents.
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Customers will continue to receive a consolidated statement covering all services, such as rates, electricity, refuse collection, water, and sanitation. However, it is important to note that the invoicing for these services still remains under the jurisdiction of the CoJ. Currently, billing queries are being logged through the existing CoJ Call Centre and regional offices, but plans are underway to integrate these into the city’s customer relationship management system to streamline query resolution.
This new arrangement is expected to bring numerous benefits for residents and businesses. Customers can look forward to more accurate monthly water bills, quicker responses to billing concerns, and more transparent communication with JW. The change aims to foster greater trust and improve the overall customer experience.
The transition process has been carefully co-ordinated with the CoJ to ensure continuity of service. JW expressed gratitude to the CoJ for their support during this period, and reaffirmed its dedication to serving Johannesburg’s residents with increased efficiency and responsiveness. As the city moves forward, this shift in billing responsibilities is seen as a vital step toward modernising service delivery and better meeting the needs of the community.
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