PRESS RELEASE
 
FOR IMMEDIATE RELEASE
 
25 April 2019
 
Ensuring Customer Convenience
 
EThekwini Municipality is fully committed to ensuring that its customers’ interests are at the forefront of everything it does. The City is thankful to ratepayers and applauds all those that ensure their bills are paid on time.
 
It has been a long haul to implement and integrate the new billing system from the outdated COINS to the Revenue Management System (RMS). The city is happy to assure customers that the process has seamlessly been integrated making eThekwini fully compliant with regulations set by National Treasury.
 
Implementing a new system is not an easy task, the change management processes need to be taken into consideration. Customers will also have concerns which are investigated, identified and resolved with the intention of improving the city’s efficiency. Taking cognisance of this, the City seeks to inform customers of processes to follow in the event they experience anomalies with their bills.
 
The City has no intention to dismiss queries regarding overbilling or to disconnect services. Should customers receive an excessively high bill or if they are in arrears the City encourages them to contact the city through various channels, or visit any of the Sizakala Customer Service Centres (SCSC) for assistance. Should the matter not be resolved immediately then a thorough trace of the bill and consumption will be investigated.
 
Customers are urged to familiarise themselves with the following:
 
BILLING ISSUES
 
Meter readings - Customers are encouraged to physically verify readings on meters to ensure accuracy of readings reflected on the bill. Should there be a discrepancy they should notify the city. Electricity readings can be sent to SMS Code 30909 or email Custocare@elec.durban.gov.za.
 
High water account – This may be as a result of any of the following;
o Water leak
o Incorrect meter reading
o Actual meter reading not done for a long period of time
 
Verifying Bills – Customers should always check that their last payment is reflected on the current bill.
 
PAYMENT METHODS
 
Customers must make certain that their bill is paid by the due date reflected on the bill to avoid interest charges and other actions.
 
Customers may utilise alternative methods of payment, as this is a fast and convenient way to make payment and avoid waiting in queues.
 
- Customers are able to pay their bills at the following: Municipal customer care centre, Sizakala Centre, Third Party Payment agents including Pick ‘n Pay, Shoprite Checkers, Woolworths and Spar, The Post office, or via EFT to the City’s Nedbank account. This payment can also be made through the ATM and link eThekwini as a beneficiary.
 
- The City is also launching payment through Masterpass. This will be available initially to customers who are registered on the e-Services portal with updates made available on the portal.
 
- The City will be implementing a debit card payment option soon, making paying your account even easier.
 
RATES REBATE
 
The City is currently in a rates rebate renewal state and all those who qualify are required to ensure they submit a renewal form by 31 April 2019. Customers who qualify for a rebate after this date may apply for a rebate by filling in a new application that can be found on http://www.durban.gov.za/Online_Tools/Pages/Online_Customer_Forms.aspx
 
E-SERVICES
 
The eServices portal provides customers with electronic bills that they can access anywhere at anytime. It is a self-service facility that is available to eThekwini customers, managing agents, companies and organisations.
eServices offers:
 
• Update account information
• Delivery of accounts by email
• Copy of accounts
 
How to use eServices
 
Follow these steps to start using eServices:
 
1. Register
2. Respond to activation email
3. Login
4. Update your profile
5. Link accounts to emails
 
Each page in eServices has an expandable Instruction panel to help you.
 
NB. It is important to respond to any activation email sent by eServices.
 
For more information call the Customer Tollfree number 080 311 11 11 or Customers to log queries online http://correspondence.durban.gov.za:200/
 
REVENUE ONLINE CORRESPONDANCE
 
Revenue Correspondence is an alternative platform for customers to log revenue-related matters that went live last November. It is envisioned to streamline the process of correspondence received by the City’s revenue team. It will also ensure ease of monitoring and accountability making the process more efficient for reporting of revenue queries, faults and suggestions.
 
The online correspondence will include billing, electricity, rates, refuse, sundries and logging of general revenue queries. The customer will receive a reference number which is used to follow up on the issue raised. The new system categorises matters at the entry level which eliminates the many instances of duplicate issues resulting in resources being used and deployed more efficiently. Customers can access the system by logging on to http://correspondence.durban.gov.za:200/
 
CUSTOMER SERVICE ROADSHOWS
 
The City’s customer service roadshows allow for consumers to speak to municipal officials face-to-face and raise any issues or concerns. Customers can engage with staff from Revenue, Water, Electricity, Sizakala Customer Care and the City Integrity and Investigation Unit, Supply Chain Management and Metro Police.
 
The roadshows occur on a monthly basis at different malls throughout the City on the weekends. The City has assisted thousands of customers since the project was implemented early last year.
 
Service units are onsite and online to assist with all utility service related queries, update information, register on eServices and make payment arrangements for any outstanding accounts including traffic fines. Customers may also apply for a rates rebate should they qualify or simply check if their current account is in order.
 
Customers will be notified of a roadshow in their area via our social pages, municipal newspaper and through officials from the Community Participation and Action Support Unit.
 
Ends.
 
Issued by eThekwini Municipality, Communications Unit. Spokesperson Msawakhe Mayisela. For media enquiries contact 031 311 4820/18