ASSAGAY residents who have expressed concerns over their surging water bills have been urged to consider the eThekwini Municipality’s debt relief programme to manage their accounts.

Some residents in the area complained that the increases of recent months have been inexplicably excessive and lamented that they cannot afford to settle the current water bill.

One resident, Dawn Harrison, reported a near fivefold bill increase in April and May compared to earlier months, and said that her queries have been unsuccessful.

She suspects either an error with the reading of, or a fault with the water meter, and has disputed her bill which she said is “abnormally high”.

“This level of consumption is extremely abnormal for my household and does not reflect our regular usage patterns,” said Harrison.

According to Harrison, the municipality’s online portal to submit water meter readings “is often either down or we are unable to submit our monthly readings”, and added that it was “difficult to say if and when the municipality” conducts water meter readings.

Harrison said she has had a plumber asses her property for possible leaks “and there are none”.

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The area’s neighbourhood WhatsApp group has reportedly been flooded with similar complaints which prompted some to approach the Highway Mail.

Keith Lyons said his bill almost tripled within a month and questioned how that had occurred.

Another resident, Doug Wilson, who said he keeps his utility account up-to-date “like clockwork”, said his bill recently skyrocketed, which prompted him to acquire the services of a plumber who found no leaks on the property.

Wilson said no explanation from the municipality was provided for this, just that it will be investigated and that in the meantime he should pay the bill.

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The area’s councillor, Linda Mchunu, said though he has received similar complaints from residents in some sections of the Ward, the same had not been forthcoming from Assagay residents.

“As much as it is not my department, but I really do try to help residents,” said Mchunu.

Mchunu advised Assagay residents to come to his office so that their matters may be taken forward because the municipality’s debt relief programme is also an option they can consider.

Skyrocketing Assagay water bills prompt intervention

DA PR councillor Mxolisi Khubisa said he has received “many complaints” about the soaring water bills.

“It is a city-wide thing affecting everyone,” said Khubisa, who explained that he based this on media reports about similar issues in different points of the city.

Khubisa said he had suggested to residents that they complete complaints forms to dispute their bills whilst investigations are underway.

Khubisa added that this issue also draws attention to widespread water leaks and damaged as well as aged infrastructure, all of which he said the municipality has acknowledged.

The PR councillor said the municipality has not financially invested enough towards infrastructure repairs and renewal.

“It is like we are wasting water instead of putting in new infrastructure,” said Khubisa.

Khubisa said this issue has also been raised in the finance committee, which he is a member of, and the municipality assured that residents who sign up for the debt relief programme of a 50% write-off of monies owed will not pay for amounts which were erroneously billed.

“People will pay what they are meant to pay,” said Khubisa, who explained that before a resident enlists for the programme, necessary checks and inspections for leaks or other errors will be done.

eThekwini outlines dispute channels and debt relief options

Meanwhile, the municipality’s spokesperson, Gugu Sisilana, said bills are increased “based on the services consumed by the customer, which is measured by meter reading”.

She said these meters “are read regularly” with accurate billing done.

“If meters are found to be faulty, our technical team at eThekwini Water and Sanitation Unit are dispatched to change the meter and the account is adjusted accordingly,” explained Sisilana.

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She further said that residents should acquire the services of a plumber if leaks are suspected and afterwards “lodge a claim for water loss at eThekwini Water and Sanitation Unit offices or nearest Customer Services”.

“Once the claim has been lodged, the account gets suspended for any credit control measures such as disconnection of services pending the finalisation of the claim.

However, the condition of this suspension is that other services not in dispute must continue being paid in full every month,” said Sisilana, who added generally there was no issue with suddenly skyrocketing water bills across the city.

“Where there are no meter readings, the account is estimated based on the usual consumption of services. Customers are encouraged to also submit their meter readings via the official eThekwini Municipality Mobile App. This will assist in ensuring that their account is not estimated where readings cannot be obtained. Customers are urged to visit our Customer Service Centres if they have any dispute or require more clarity on charges raised against their accounts. The Municipality is providing a debt relief programme of 50% write-off to all customers who owe money. For more information, customers can visit our Sizakala Centres for assistance.”

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