The City of Ekurhuleni has responded to complaints raised by a Brakpan North resident concerning incidents related to water billing, blocked services, and alleged misconduct by a municipal staff member.

Lee-Ann Prinsloo from Ellis Street relayed her experience in a letter that was published in the October 3 edition of the Brakpan Herald, ‘Billing chaos leaves resident in the dark’.

According to Prinsloo, the issue started with an unusually high water bill in July, reflecting 56 kilolitres of usage, which sharply dropped to just 8 kilolitres the following month, prompting questions about meter accuracy.

Prinsloo also stated that despite receiving no prior notice of an outstanding balance, she was instructed to pay R1 600 immediately and claims a municipal employee demanded breakfast in exchange for unblocking the water meter.

Prinsloo’s electricity supply was also disconnected.

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CoE spokesperson Zweli Dlamini said that according to the credit control policy of the city, the municipality is obligated to send a pre-termination notice before they can embark on subsequent credit control measures.

“As is the process, the pre-termination notice was served in this case as well,” he said.

Dlamini pointed out that the credit control policy further stipulates the following:

5.7 Arrear accounts
(a) If a consumer fails to pay the full amount due and payable on or before the account due date, the unpaid amount is in arrears and a final demand/pre-termination notice shall be sent and may be hand delivered or delivered per mail or any electronic means available to the most recent recorded address or electronic contact address and/or number of the consumer.

Dlamini also stated that credit control measures are generated per account, not per service. As for the misconduct allegations, Dlamini said this is taken very seriously by the city.

“Allegations of misconduct are fully investigated and where proof is found of such misconduct, employees face disciplinary processes as guided by the City of Ekurhuleni’s policies and guidelines,” he said.

With regards to billing discrepancies, Dlamini insisted that meter readings for this account, for the period in question, were done correctly.

Editor’s note: The city provided photos of the pre-termination notice and meter readings to the Herald.