(1) application or deemed refusal. In the event the Notice of Internal Appeal fails or institution does not provide required response, requester may elect to approach the High Court for necessary relief or abandon the matter. The procedure with lodgment of Notice of Internal Appeal is that within 60 days from date of refusal of section 18(1) application or deemed refusal, Appeal must be lodged with the Information Officer of the Municipality. Appellant must provide reasons for submitting an appeal. In case of our Municipality a fee for internal appeal is deferred until determination is made on the merit of the Notice of Internal Appeal.
Access to information:
How do I access information (PAIA) other than that is available on the municipal website?
Contact your nearest municipal Customer Care office in person, by telephone or by fax.
You can telephone the Customer Care Helpline at 041 506 5555. If you speak to someone in person or over the telephone, make sure that you record that person's name if he/she is unable to resolve your enquiry immediately: this will be of assistance should you need to follow up your enquiry.
Accounts/ Customer Service:
Services - Billing: What can I do if I am dissatisfied with the service I have received?
Make sure you have noted the person's name that assisted you (every Customer Care office has a notice with the name and contact details of the branch supervisor displayed in the payments hall). If you are still not satisfied, a Customer Care Sectional Head can be contacted. You can also phone tel 041-506 5333 to lodge your dissatisfaction.
If the enquiry staff member is unable to solve your query immediately, they will record your enquiry on a prescribed "enquiry sheet". It will be recorded in a register and forwarded to the relevant section or department that will be able to assist. The register is administered by a supervisor who will track the enquiry and ensure that you receive feedback. Once the enquiry is resolved and returned to Customer Care, you will be contacted through the means of your choice (telephone, fax, mail or e-mail) and informed of the result.
Water Complaints - Call 0800 20 5050 and the operator will give you a reference number with regard to your complaint and direct you to the correct person, who will furnish you with a unique reference number. Electricity complaints – Call tel. 506 5555 (select option 2 on the menu) or contact the Electricity Faults Section on tel 041-374 4434.
No, the consumer cannot choose a pin number. The computer randomly selects a computer-generated number. Also, the pin number is stored in the Billing System in a secured encrypted format.
Account Services - IVR: Can a consumer who does not reside in South Africa apply for IVR service?
Yes, the IVR service can operate anywhere in the world because it’s an application that can be downloaded on any android phone.
Yes, but only if the owner gives him/her a Power of Attorney document and a certified copy of the owner’s ID.
Account Services - IVR: Can an unregistered consumer use the IVR system?
Yes, but only the account balance can be requested by phoning 041 506 5533.
Account Services - IVR: Can I make use of the IVR services by using another cell phone that was not registered...
No, only a linked registered cell phone number can be used for IVR.
Account Services - IVR: Can I register for IVR if I have more than one meter route?
Consumers with more than one water or electricity meter route number can unfortunately not register for IVR meter–related services, but they can register to have their statements e-mailed or faxed.
Account Services - IVR: For what IVR services is one issued with a PIN number?
All services offered by IVR require a pin number except for the e-mailing and faxing of statements. The pay-by-phone and voluntary meter readings service gets issued with a pin number to ensure confidentiality. This pin no. can be changed anytime either via online (yourself) or by requesting a new one to be reprinted.
Account Services - IVR: How do I know if I have to submit my readings on time or how much I need to pay on my ...
The IVR sends reminder
The various methods are listed below:-
2. IVR Registration Form obtainable via multiple venues of Customer Care Offices
3. Contacting the Call Centre on telephone 041-506 5555
4. Requesting documentation via the IVR Help Desk menu on 041 -506 5518
SMS template for
Acc 600000000000 fax 0410000000
Registered pay by phone only
Steps to follow:
Type Acc, leave a space, type in your 12
Sms template below to 31151 or phone
Account Services - IVR: How do you purchase prepaid electricity via IVR?
To purchase prepaid electricity you can
Acc 600000000000 mid 001
Within 30 seconds (on average), you should get an SMS response containing your Token Number, Receipt No and Amount spent. If you do not receive a response please phone (041) 506 5524 and verify the last transaction or token purchased.
Account Services - IVR: How does the municipality check if the voluntary reading submission is correct?
An audit is carried out by the meter reading officials when they take actual readings in May and November of a year.