News24 | Johannesburg Water takes over billing function from City of Joburg

Johannesburg Water has taken over the billing of water and sanitation, but customers will continue to receive one consolidated statement reflecting all services from the City of Johannesburg.

Johannesburg Water says residents and businesses will benefit from improved efficiency as it has taken over the billing of water and sanitation, reportedly marking “a new era in service delivery and customer care”.

Before 1 July, this function was managed by the City of Johannesburg’s revenue shared services centre.

Johannesburg Water said it had put systems, staff capacity and customer support mechanisms in place to ensure a smooth transition with minimal disruption to services.

Customers will continue to receive one consolidated statement reflecting all services, including rates, electricity, refuse, water and sanitation.

The City remains responsible for the invoicing for these services and billing queries are currently still being logged through its call centre and regional offices as usual.

“This strategic transition marks a turning point in our continuous commitment to [improving] service delivery, [enhancing] operational efficiency, and improving accuracy in billing, therefore ensuring greater accountability in our customer billing processes,” said Johannesburg Water’s managing director, Ntshavheni Mukwevho.

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“By managing billing internally, Johannesburg Water will be better positioned to respond directly to customer queries, address discrepancies swiftly and introduce innovations tailored to our customers’ needs,” Mukwevho said.

According to Johannesburg Water, customers can expect enhanced accuracy in monthly water bills, faster resolution of billing queries, greater transparency, and direct communication with the entity in charge.

“We thank the CoJ (City of Johannesburg) for their collaboration and support in this transition, and we look forward to continuing to serve the residents of Johannesburg with increased efficiency and responsiveness,” said Mukwevho.