Metro clarifies billing process

File photo.

The municipality seeks to clarify its policy regarding credit control matters.

Spokesperson Themba Gadebe said this comes after “constant complaints” from ratepayers.


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Gadebe emphasised the following:

• The monthly due date on the account represents the date on which the customer’s account is payable. The due date shall be determined by the council. The due date will reflect on the customer’s account statement. Only payments receipted through the council’s financial system on or before the account due date, will be deemed to have been duly received.

• Payments by customers through third-party vendors will only be deemed to have been received when receipted through the council’s financial system. As per important notice seven on the reverse side of your statement, third-party system payments must be made no later than seven days prior to the due date.

• If a consumer fails to pay the full amount due on or before the account due date, the unpaid amount is in arrears and a final demand notice (pre-termination notice) shall be sent. This is to advise the consumer that the account is in arrears and qualifies for disconnection or restriction.

• 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 the notice delivered by mail, by hand or any electronic means available, that the account is in arrears.

• The council or duly appointed agent may terminate and/or restrict the supply of water and electricity, or in the case of pre-paid electricity, withhold the selling of electricity in terms of the prescribed disconnection procedures, or discontinue any other service to any premises associated with the customer, whenever a consumer of any service, after the expiry of the period for payment in terms of the final demand/final notice referred above, fails to make full payment on the due date or fails to make acceptable arrangements for the repayment of any amount for municipal services, property rates or taxes or other amounts due.

• The City of Ekurhuleni has, in addition to the monthly statements posted, also made alternative platforms available whereby any consumer, who did not receive his or her statement on time, can obtain a duplicate through

This platform was created to help consumers register online and select various options including how to receive monthly statements.

“It is therefore important to note that non-receipt of a statement does not exempt any consumer from paying his or her accounts,” said Gadebe.

“To prevent the misfortune of receiving a pre-termination notice or other implemented credit control process, the full monthly account must be paid before the due date.”

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