More than 4 800 Tshwane metro accounts are currently being billed on estimated consumption, raising concerns among residents about billing accuracy and whether ongoing issues with meter updates and submissions are contributing to incorrect municipal accounts.

The revelation comes as the metro maintains that no systemic technical problems have been identified on its e-Tshwane platform, despite complaints from residents who say they are unable to submit accurate meter readings.

Ward councillor Siobhan Muller said she has personally experienced difficulties after her water meter was replaced earlier this year.

Muller said the water meter at her Lynnwood property was replaced after 30 years, but the new meter has not been correctly updated on the metro’s billing system.

“The last reading on the old meter was 9582, up from 9570, which I submitted on e-Tshwane, but there is an additional 17kl on the new meter which does not show on the e-Tshwane submission form,” she said.

According to Muller, the system still reflects the old meter and does not allow her to capture the reading from the new one.

“For the second month in a row I cannot submit my water meter reading on e-Tshwane. Please can the account be rectified with the new water meter number and details so that I can upload the reading of the new meter,” she said.

Muller questioned how many other residents may be facing the same challenge

She warned that unresolved billing issues could have serious financial consequences for residents.

“The big issues are that the sliding scale will make me pay more when they finally get their act together, and they may blame me for not paying when it’s the city’s fault that I can’t submit or pay the correct amount for water.”

Muller also criticised the replacement of older water meters, claiming some residents are experiencing problems after functioning meters were replaced.

“Residents are cut off for not paying an account that is wrong, a meter reading they cannot submit, when meters that were fully functional were replaced with bad-quality plastic water meters,” she said.

Responding to questions from Rekord, metro spokesperson Lindela Mashigo said the municipality had not identified any widespread technical faults affecting meter reading submissions on e-Tshwane during the past year.

Mashigo confirmed that the metro introduced a new requirement on June 1 requiring residents to upload photographs when submitting meter readings through the platform.

“The submission of a photograph is now mandatory when residents upload meter readings through e-Tshwane. This requirement was introduced as part of the city’s standard verification process,” he said.

Mashigo explained that previous submissions without photographic evidence had resulted in audit findings and that the new measure is intended to strengthen the integrity of the billing process.

For residents who cannot submit readings through the online platform, Mashigo said the metro still accepts readings via email.

“Residents who are unable to submit meter readings through e-Tshwane may email their meter readings, together with the required photograph, to meterrecords@tshwane.gov.za.”

“These submissions will be captured manually, provided they are received within the applicable billing period,” he said.

Mashigo added that when a meter is replaced during a billing cycle, consumption is calculated using the final reading from the old meter and the reading from the newly installed meter to ensure accurate billing.

He further said that 4 813 accounts are currently being billed on estimated consumption due to missing, unavailable or disputed meter readings.

According to Mashigo, these cases mainly involve meters that have been replaced, are undergoing maintenance, are stuck, or where actual readings are unavailable.

Do you have more information about the story?

Please send us an email to bennittb@rekord.co.za or phone us on 083 625 4114.

For free breaking and community news, visit Rekord’s websites: Rekord East

For more news and interesting articles, like Rekord on Facebook, follow us on Twitter or Instagram or TikTok or WhatsApp Channel