EVERY month, the City sends out about 900 000 accounts for rates and services via the post. But it s also possible to get these monthly bills via email. All you have to do is register with the City's e-services. - Opening an account - Deposits - Paying an account - Understanding your account - Death of an account holder - Accounts by email - Failure to pay - General account queries 1 / 14
Opening an account ALL CUSTOMERS Every City of Johannesburg customer should have their own water and electricity account; you can t inherit an existing water and electricity account from a previous owner or tenant of a property. To open an account, go to your nearest Customer Service Centre and ask for an Application for the Supply of Water and Electricity contract. Submit the completed form, together with the following standard documents: - A valid South African identity document; - Details of next of kin; - Your banking details; - Contact details, which include your name, telephone and cellphone numbers, physical and postal addresses, and email; and - The deposit amount (cash, cheque or internet banking). Rates accounts will automatically be created in your name, as the new property owner, as soon as transfer is registered at the Deeds Office. It may take up to 10 weeks to receive and update new owner records. PROPERTY NOT YET TRANSFERRED 2 / 14
If the property you have bought is not yet registered in your name, you need to go to your nearest Customer Service Centre with the following documents: - A valid South African identity document; - Details of next of kin; - Your banking details; - The deposit amount (cash, cheque or internet banking); - Your Offer to Purchase or Deeds document; - Your meter number/s and latest readings; - Contact details, which include your name, telephone and cellphone numbers, physical and postal addresses, and email; and - The completed Application for the Supply of Water and Electricity form. DEVELOPERS/BUYERS OF A NEW SUBDIVISION OR A NEW TOWNSHIP If you are a developer or have bought a property in a new subdivision or new township and want to open an account, go to your nearest Customer Service Centre with the following documents: - A valid South African identity document; - Details of next of kin; - Your banking details; - Contact details which include your name, telephone and cellphone numbers, physical and postal addresses, and email; - The deposit amount (cash, cheque or internet banking); - A separate Title Deed for your stand; - The Certificate of Occupation; - The surveyor-general s diagram (usually obtained from the developer); - A proclamation notice for a new township (available from the developer); and - The completed Application for the Supply of Water and Electricity contract. TENANTS If you are a tenant and want to open an account, the owner or his proxy must co-sign your application. 3 / 14
Go to your nearest Customer Service Centre with the following documents: - A valid South African identity document; - Details of next of kin; - Your banking details; - Contact details, which include your name, telephone and cellphone numbers, physical and postal addresses, and email; - Meter number and latest readings; - The deposit amount (cash, cheque or internet banking); - A certified copy of the owner/proxy s identity document; - A certified copy of the lease agreement, stating the date of occupation; and - The completed Application for the Supply of Water and Electricity contract. Deposits EVERY time you open a new service account with the City you have to pay a deposit. All residents, Sectional Title holders and business properties must pay a deposit equal to two months' deemed consumption. Foreigners need to pay a deposit equal to six months deemed consumption to open a service account. You do not pay a deposit for assessment rates accounts, however. 4 / 14
Reclaiming deposits Deposits are refunded after you have made an application for a refund at Thuso House Customer Service Centre, 61 Jorissen Street, Braamfontein. You will need to fill in a Refund Application form. [PDF, 1Mb] In most cases, refunds take the form of a credit on outstanding accounts rather than cash payments. Interest is not paid on deposits. To reclaim your deposit, phone Joburg Connect on 0860 562 874 and obtain a reference number. Ask that the account be finalised and ask whether the money will be deposited into your bank account. Entrance to the building is in Stiemens Street, at the back of the building. Parking is available inside the building on the first floor. If you would prefer, you can have the cheque posted to you or deposited directly into your account. Paying accounts YOU can pay your account in cash or at a number of centres: at City Customer Service Centres ; at City paypoints ; at Standard Bank; ( Frequently asked questions ) at EasyPay outlets; or even, at ATMs. The City accepts credit and debit cards, excluding Diners Club Cards and American Express 5 / 14
Cards. You can also pay accounts electronically or by debit order. The City will not be accepting cheque payments as from the 1st of September 2013 and at any customer service centers or 3rd party payments. But remember, if you pay via a third party or the internet, your payment can take up to five days to reflect on your account. Pay via online banking If you have an online payments arrangement with your bank, you can have the City set up as a beneficiary of your bank account. The City's banking details are: Bank: Standard Bank Account: No bank details will be supplied only the unique beneficiary number alocated to COJ i.e. AA45 FAQ's for more information Make sure payments are clearly marked for the City of Johannesburg. Always use your nine-digit account number on your statement as the reference number when payments are made electronically. Remember, payments must be made at least four days before the due date reflected on the statement. If payments are made after that date, they will only reflect on the following month's statement. Debit order form Download the automatic here payment [PDF, form 26kb] for monthly water, electricity and rates accounts 6 / 14
Pay by debit order The most convenient method for you and the City is to pay by debit order. Special Debit Order forms are available from any of the Customer Service Centres. Pay at an ATM machine You can pay City accounts at any ATM machine. Take a copy of your municipal accounts slip into your bank, and ask to have the account linked to your ATM card. The bank will copy the codes on your slip and set up an ATM link. From then on, payment is as simple as transferring money to the City in the course of doing your usual ATM banking. EasyPay outlets For many people it is convenient to pay their City bills while doing their shopping. This can be done at EasyPay outlets, found at Pick 'n Pay, Shoprite Checkers, Spar, and the Post Office. Remember, however, there is a delay in receiving payments from third parties. If you chose to use this method, please bear this in mind. A late payment may not be registered on your account and may result in a cut off of the particular service. A guide to understanding your account ALWAYS check your statement to see if the details on it are correct. See the January 2008 newsletter for an 7 / 14
example. Included in the statement is your name, postal address, the date of the statement, the physical address of the property, including the suburb or township, the stand number and size, number of dwellings and the municipal valuation. The first page of the account is a summary of the total amounts payable, the opening balances and a record of the payments. It also reflects the next reading date. The second page gives a detailed breakdown of the total amounts payable: itemising consumption and adjustments for electricity, water and sanitation, refuse collection and assessment rates. Death of an account holder WHEN an account holder dies, the account has to be settled in full and closed. A letter with the deceased's personal details or a copy of the deceased's death certificate, together with a letter from the Master of the High Court, the municipal account number, and your certificate of appointment as the executer with full contact details, must be sent to our Credit Management department. 8 / 14
Hand deliver the documents to Thuso House Customer Service Centre, 61 Jorissen Street, Braamfontein (entrance in Stiemens Street) or to any regional Customer Service Centre. The documents can also be faxed to 011 358 3408/9. Once the letter has been received, the Credit Management department will start the process of closing the account. Receiving your account by email IT is also possible to get these monthly bills via email. All you have to do is to register with the City's e-services. Registration is free of charge. You will be asked to enter certain personal information and to choose a Username and Password. Remember to write down your Username and Password and keep it in a save place. To activate the process: - Logon with your Username and Password. - Click on accounts by e-mail. - Insert your Account Number and Account Pin (as printed on your original Tax Invoice) to continue with EAP - Select [Continue] - You can [Get Statements] or [Verify/Update your statement delivery details] 9 / 14
Every month when the Statements are generated we will send you a statement of your account to your email address and in the post. You can change your email address or discontinue the service at any time. Failure to pay accounts The City is taking a tough line on non-payment of accounts. If the balance on your latest account shows an overdue amount, you have already been scheduled for a cut-off because your account is 30 days overdue. To avoid being cut off, you must pay your account immediately. As stipulated in the Credit Control and Debt Collection by-law the City is not compelled to provide a final demand notice or provide a 14 day grace period. The City may restrict or terminate the supply of water, electricity and refuse removal or discontinue any other service to any premises whenever a user of any service fails to make full payment on the due date or fails to make acceptable arrangements for the repayment of any services, rates or taxes or other amounts due. If you do not respond immediately your municipal utility services will be cut off. In this instance you will have to settle the full outstanding amount before services will be reinstated. This can only be done at Thuso House Customer Service Centre, 61 Jorissen Street, Braamfontein. 10 / 14
Disconnection/reconnection fees: Joburg Water Final Demand Notice: R83,14 including VAT For the removal of an unused meter and consequent disconnection of supply: R754,64 including VAT For the reconnection of supply which has been cut off: - Cut off, Level 1 - Disconnection and reconnection at the water meter: R1 177,35 including VAT - Cut off, Level 2 - Disconnection and reconnection at the water mains supply: R2 372,60 including VAT - Disconnection/recollection of supply through a prepayment meter for an incidence of tempering of the service installation and/or meter: R1 177,35 including VAT - Disconnection/reconnection of supply through a prepayment meter for an incidence of vandalism of the service installation and/or meter: R2 372,60 including VAT City Power For each disconnection and each reconnection of supply: 11 / 14
- Disconnection notification only: R145,28 including VAT - Request by customer: R685,14 including VAT - Due to charges in arrear: R685,14 including VAT - Illegally reconnected conventional supply: R2 635,29 including VAT - Meter tampering/prepaid meter bypass/illegal connection: R2635,29 including VAT Settling overdue accounts after services are disconnected In the event that services have been removed, you will have to make full payment of the outstanding balance and show your proof of payment before services will be reconnected. All accounts have to be paid in cash at 61 Jorissen Street, Thuso House, Braamfontein. A clearance certificate for services must be obtained from the Credit Management department to enable the customer to re-apply for the services at the utilities. If you can t pay the amount in full you must make an arrangement to pay the amount off over time. You must then come in person to a Customer Service Centres in Braamfontein, Roodepoort, Randburg, Sandton or Midrand, to make an arrangement. Once payment has been made, or an arrangement has been set up, call Joburg Connect call centre on 0860 562 874 to register your payment and to get a reference number. Fax proof of payment, with your reference number, to 011 358 3164. Call back in 30 minutes to confirm if your reconnection has been processed. Reconnection of services can take up to 72 hours. Proof of payment received before 4.30pm will ensure same-day processing, otherwise it will take place the next day. 12 / 14
General account queries For any query regarding City accounts, contact Joburg Connect on 0860 562 874 or fax your query to 011 358 3408/09 or email your query to joburgconnect@joburg.org.za. You will need to quote your account number. You will be given a reference number and your query will be passed on to the relevant department. If our electronic system is off-line, you will be given a manual reference number. Make sure you get the call centre consultant s name and make a note of the time of query so that it is easier for us to trace. Queries can also be made in person at any of the regional Customer Service Centres. Remember to take along a copy of your latest account. Amount suddenly increases Readings are taken of your electricity and water meters every month, so the meters should be easily accessible to the meter reader. If no-one is home and the meter reader cannot gain access, you will be given an interim reading - an estimate based on your average previous usage. When eventually the City does get to read your meter, one of two things will happen: - You will have used more electricity than was estimated, and you will receive a higher bill than before, covering what was owed in the previous months; or 13 / 14
You will have used less electricity than estimated, and the City will credit your next account - the amount will not be refunded. Access to properties If a contractor cannot gain access to the property, you may read your own meter and phone the readings through to the City on 0860 562 874, or even register them online via the City s e-services website. However, every three or four months the City will arrange for a meter reader to inspect the dials to confirm that you have made the correct readings. Landlords and tenants Property owners are responsible for the full payment of all municipal services and rates accounts, even if the property is let to a tenant. If you see your tenant has fallen into arrears with their municipal account and is making no effort to make arrangements to pay it off or settle the arrears, you can request the restriction or termination of services by faxing a signed, written request with full details of the account to be restricted or terminated to 011 358 3164. For peace of mind, property owners should ask for copies of tenants' accounts from the City in order to monitor them. Producing two statements of one account will, however, cost a small fee. Send a fax request with all the details to 011 381 9377. 14 / 14