Why is it so difficult to get this right?

FREDDIE of Bonaero Park writes:

Can our beloved electricity and water accounts department please explain how it is possible that final notices for payment gets delivered before accounts reach us.

If they can only deliver the actual accounts with the same energy, maybe then we can all pay the accounts on time.

Even the e-siyakhoka website could not deliver the electronic statements on time in January and after eventually sending two requests for my invoice, I finally received an email on February 5, where it stated payment was due by the 4th.

Thanks for that, now I sit with an extra cost of R87 for the final notice which they speedily added to the total account.

Why is it so difficult to get this right? Surely the computer systems do not take a break over the festive season?

The metro replies:

In the absence of the account detail, Ekurhuleni Metropolitan Municipality was not able to investigate the complainant’s specific query and is unable to comment specifics to the complaint.

The South African Post Office experienced industrial action at its main mail centres which influenced all postal delivery. Due to recent difficulties experienced in the reliance of delivery of post, the metro rolled out the e-Siyakhokha web site whereby consumers may register and download their statements on a monthly basis.

Duplicate statements may also be collected from the customer care centre as well as contacting the local account enquiries for balances. Where cell phone information is correctly captured and this facility is flagged on the consumer’s account, bulk smses were sent to consumers with their account balances.

In terms of the standard terms and conditions of supply, the non-receipt of an account does not exempt the customer from payment thereof.

In terms of the metro’s credit control and debt collection policy, 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 notice shall be sent and hand delivered.

An administrative fee will be levied against the account of a customer in terms of the tariff provisions of the council in respect of any action taken in demanding payment from the customer or reminding the customer by means of notice delivered by hand, that the account is in arrears.

Should consumers not be able to obtain any statement after exhausting the alternative facilities in obtaining a balance, the exact amount as on the previous month’s account should be paid. The metro will positively consider to reverse such final notice demand cost, provided that the account is paid before the due date.