Johannesburg Water takes over billing function from CoJ to improve efficiency
The move will increase efficiency and responsiveness from Johannesburg Water’s side.
Johannesburg Water has officially taken over responsibility for water and sanitation billing functions from the City of Johannesburg’s (CoJ) Revenue Shared Services Centre (RSSC), effective July 1.
This marks a major milestone in service delivery and customer care for residents and businesses across the city.
Johannesburg Water managing director, Ntshavheni Mukwevho, said: “This strategic transition marks a turning point in our continuous commitment to improve service delivery, enhance operational efficiency, and increase accuracy in billing—thereby ensuring greater accountability in our customer billing processes.”
The transition includes the full scope of billing operations related to water and sanitation services. Johannesburg Water has implemented systems, increased staff capacity, and introduced customer support mechanisms to ensure a seamless changeover with minimal disruption.
Customers will continue to receive a consolidated municipal statement that includes rates, electricity, refuse, water, and sanitation charges. However, invoicing for these services will remain the responsibility of the CoJ.
For now, billing queries must still be logged through the City’s Call Centre and Regional Offices.
“By managing billing internally, Johannesburg Water will be better positioned to respond directly to customer queries, address discrepancies swiftly, and introduce innovations tailored to our customers’ needs,” Mukwevho said.
Customers can expect:
• Improved accuracy in monthly water bills
• Quicker resolution of billing issues
• More transparency and direct communication with Johannesburg Water
The transition was carefully coordinated with the CoJ to ensure uninterrupted service to residents. Johannesburg Water and the City are also exploring ways to integrate logged queries into the CoJ’s Customer Relationship Management system to streamline resolution processes.
“We thank the City of Johannesburg for their collaboration and support during this transition, and we look forward to serving the residents of Johannesburg with greater efficiency and responsiveness,” said Mukwevho.
