City warns customers to update contact details to avoid disconnection

The City of Johannesburg appeals to municipal account holders to immediately update their contact details to avoid possible disconnection of their electricity or water services because of missed payments.

There are currently active customers whose contact details are incorrect, outdated or unreachable, making it difficult for the city to deliver statements and service-related communications.

The onus is on customers receiving services like water, electricity, sewer, refuse removal and more to contact the city and ensure they receive their municipal statements.

The city’s group finance department director of customer communications, Kgamanyane Maphologela, said a growing number of customers don’t provide the correct contact details or don’t update their current contact details with the city.

“As the city, we are determined to improve the services we offer residents. We strive for transparency, accuracy and complete billing of customer accounts, and improved relations with each community. To this end, we have embarked on a drive to cleanse and update the data on all customer accounts.

“Customers with outdated contact details risk not having their municipal statements delivered to them timeously, which makes them vulnerable to missing their monthly payment for municipal services when due. Failure to pay on the due date will result in their services being disconnected,” said Maphologela.

Maphologela warns that it is the customer’s responsibility to furnish the city with the correct contact information so they receive statements and communication from the city.

“The city’s credit control and debt collection policy is clear that non-receipt of invoice does not absolve the customer from paying the due account,” said Maphologela.

He said the city must have accurate account holders’ contact details for prompt responses to addresses and resolve their municipal services queries, communicate updates, policy changes and service announcements promptly and ensure high service satisfaction.

The city can also send municipal accounts electronically, so if you have an email address, it encourages you to submit it.

The city also encourages account holders to update their information at the Group Finance Department.

What will be required to update account details:

• Proof of ownership;

• ID documents or certified copies;

• Account number;

• Municipal statement;

• Telephone numbers of account holders;

• Emails of account holders.

How to update your contact details

Customers can update their contact details through these channels:

• Call Centre: 0860 562 874;

• Any walk-in Customer Service Centre;

• Register for online services at www.e-joburg.org.za or eservices.joburg.org.za to receive statements online;

• Regional email for Thuso House Service Centre: regionFrevenue@joburg.org.za