City Power takes over electricity billing function to improve customer experience

City Power (CP) is addressing some electricity billing challenges in Johannesburg after officially taking over the billing function from the CoJ on July 1.

City Power’s Isaac Mangena said, “This transition is not merely administrative; it marks a milestone in our ongoing mission to enhance customer service, resolve long-standing billing challenges and ensure every household and business is accurately billed for the electricity they use.

“By bringing the billing process in-house, CP has direct oversight of the full customer journey, enabling faster response times, reduced estimation errors and greater transparency in how accounts are managed.

“To support this shift, CP has launched a city-wide, stand-by-stand meter audit across our service delivery centres, including Reuven, Roodepoort, Hursthill, Randburg, Midrand and Alexandra, to verify the status of every meter and ensure each is properly linked to the correct customer account.

“These audits are critical for identifying customers who may have previously been unaccounted for, resolving inherited inaccuracies and determining where further support might be needed. Our teams are on the ground across Johannesburg, engaging with communities and ensuring no customer is left behind.”

Addressing billing discrepancies is part of resetting the relationship with customers. In essence, CP understands many residents’ frustrations due to past billing inaccuracies, and this takeover is an opportunity to reset their relationship with customers, not just administratively but emotionally and operationally.

“We’re asking residents to give us the chance to do better and rebuild this trust, one accurate bill at a time,” he noted.

The importance of this change

To underscore this vital transition, CP CEO Tshifularo Mashava reaffirmed the entity’s commitment to putting customers at the centre of its operations.

“This handover marks a turning point in how we serve our customers. By taking full ownership of the billing function, we are not only improving accountability but placing the power of transparency and service directly into the hands of our customers,” said Mashava.

“We are committed to rebuilding trust through accurate billing, responsive service and meaningful community engagement. Through stand-by-stand audits and improved access to real-time data, we are eliminating inaccuracies and addressing issues head-on. Our goal is to ensure that every customer is correctly billed on verified,” added Mashava.

As a result, they have onboarded 56 staff who work under the finance department at CP. They joined a team of equally experienced revenue enhancement specialists.

For speedy turnaround, CP set up a dedicated unit to handle billing query resolutions. Customers with billing queries are encouraged to email them to billing@citypower.co.za or call 011 490 7484.

Read your meters

CP urges those with manual meters to self-read and submit the readings to the dedicated email address. This step helps avoid estimated billing and ensures customers are charged only for what they consume.

Smart meters will continue to transmit readings automatically. For those reading manually, taking a clear photo showing the meter number, the reading, and the date is vital.

Customers should submit the info during their area’s scheduled reading window, as advised by CP, via email or the e-Joburg portal. CP will not use readings customers submit outside the scheduled window for billing. All readings are subject to quarterly audits to maintain accuracy and integrity.

Although the CoJ will still issue your electricity bill, the improvements will be noticeable: fewer billing errors, quicker query resolution and greater clarity in how your charges are calculated.

This new model enables CP to be more accountable, responsive and customer-focused than ever before.
“We urge residents to report faulty meters, submit their readings on time, and stay in touch with us through our official platforms for updates and support.

“We remain committed to restoring trust in the billing process and delivering a system that works fairly, accurately and efficiently for every Johannesburg resident. Visit www.citypower.co.za or follow our social media pages to stay informed and take full advantage of the changes underway,” noted Mangena.