How to resolve an account issue in the City of Jo’burg
When a billing query is logged, the city has 30 days to resolve it; there’s recourse if a customer’s query isn’t dealt with satisfactorily. Ratepayers shouldn’t opt for recourse before waiting out the required 30 days for the resolution of their Joburg bill.
It’s important for all residents to first log a query for 30 days before escalating it. It is preferable, to log a written query that you have a papertrail.
Unless billing query has been first logged on the City’s SAP system there will be no resolution and therefor it can not be be resolved.
Ratepayers should familiarise themselves with the correct procedure to follow to ensure a complaint can be referred to the city’s VIP department.
“Ratepayers are encouraged to take up recourse to fix their municipal account if the incorrectly issued bill hasn’t been rectified within the initial 30 days of logging the complaint.”
The right to escalate query
Each ratepayer has the right to escalate their billing query if:
- It is older than 30 days
- Has a reference number older than 30 days
- The customer needs to demonstrate that he/she has at least escalated the billing query to the line management of Customer Service Centres
Each queried account must have the following:
- Account number
- Reference number
- Account holder’s name and surname
- Contact details
- Stand number
- Area
- Summary of the complaint
ACCOUNTS (FAQ)
- I would like to update my postal address
- Where is the nearest Regional Office for my area?
- How do I query my Account?
- Why don’t my payments reflect on my statement?
- Where can I make inquiries about ELECTRICITY BILLS?
- I want to open a new account.
- Why should I pay my account?
- Landlords and Tenants
- I receive two accounts, one for Rates and Taxes and one for Water and Electricity. Is it possible to consolidate the two accounts into one account?
- Buying or selling a property in Joburg? What is a rates Clearance certificate?
- Refunds Application Process
- UPDATE MY DETAILS: Do you have a facility to change my postal address online?
- Sectional Title Owners – Everything you need to know about managing your Municipal Account
- JoziBill Newsletter
A Guide in understanding your account
Click on the link for more information on querying account.
I would like to update my postal address
The City of Johannesburg receives numerous returned statements due to incorrect addresses. Update your address and help us keep in touch with you! If you have changed or are changing your postal address or any of your other contact details, please remember to let us know immediately. Report change of postal addresses for account statements to: joburgconnect@joburg.org.za or contact Joburg’s call centre: 0860 JOBURG or 0860 56 28 74.
Where is the nearest Regional Office for my area?
The City’s regions have changed from 11 numerical regions to 7 alphabetical regions. For a detailed breakdown of the new pay points and Customer Service Centres and their services – Click Here.
People’s Centres provide local assistance to residents with city-related problems. Check this list for the office closest to you.
