My Municipal Bill is Wrong — Now What?
Dealing with a sudden spike in your municipal water or electricity bill can be stressful and confusing. Fortunately, you’re not alone — and there are steps you can take.
This helpful guide walks you through what to do when you spot an inaccuracy in your bill, whether it’s related to water, electricity, meter readings, or a strange penalty. If you’d like to better understand what your rights are and what constitutes a valid dispute or query, read JoburgCAN’s excellent explainer here:
Step-by-Step: Water Billing Issues
If your water bill has suddenly shot up:
Check for Leaks
Turn off all taps and see if the water meter is still running.
If it is, you likely have a leak.
If the leak is inside your property, call a private plumber.
If it’s on the street side, report it to Joburg Water via:
Or email: fault@joburgwater.co.za
No Leak? Check the Reading
See if the bill is based on an ACTUAL or ESTIMATED reading.
If it’s estimated, upload a meter reading via your e-Services account, or:
Take a clear photo of your meter with either:
A newspaper (showing the date), or
A timestamp camera app
Email it to: regionbrevenue@joburg.org.za
Include your:
Name, account number, meter number
Address
Photo as described
Request an audit of your reading and a verification
Request a reference number
Ensure the meter number matches the one registered to your property
While Waiting
Continue paying your monthly average
If no response, or penalties are issued, lodge a formal dispute
Visit a Customer Services Centre:
Randburg or Thuso House, Monday to Saturday
Or call:
Joburg Connect: 011 375 5555
Joburg Water Call Centre: 011 688 1699
Always keep reference numbers and re-log the issue monthly until resolved
If Disconnected Despite Dispute
You have the right to challenge the disconnection job card via the call centre
Or contact JoburgCAN for support
After 90 days with no resolution, escalate to your ward councillor
Step-by-Step: Electricity Billing Issues
Experiencing a sudden spike or being billed incorrectly despite having a prepaid meter?
Verify Your Meter
Make sure the meter number matches your own
If there’s a problem with your connection, streetlight, or a faulty meter, log with City Power:
Or call: 011 490 7484 / 0860 562 874
If the Reading Is Estimated
Upload a new reading on your e-Services account
Or:
Take a timestamped photo of your meter as described above
Email regionbrevenue@joburg.org.za with full details
Request an audit and a reference number
Continue paying your monthly average
Still Unresolved?
Lodge a formal dispute using the same process
Visit a Customer Services Centre or call:
Joburg Connect: 011 375 5555
City Power Escalation Hotline: 0800 003 156
Always log reference numbers and re-log unresolved issues monthly
If Disconnected Despite Dispute
Challenge the disconnection job card
Contact JoburgCAN or escalate to your councillor after 90 days
Further Support & Special Cases
Ombudsman Escalation
If all else fails and your dispute remains unresolved after escalation to the ward councillor, refer the matter to the City of Joburg Ombudsman:
Prepaid Meter Issues
Conversions to prepaid meters have been halted due to systemic issues. Solar users also currently cannot be on prepaid — this is being challenged.
Rates Objections & GVR Appeals
If you have a General Valuation Roll (GVR) or rates complaint, see how to appeal here:
Thinking of Withholding Payment?
Withholding rates due to poor service delivery (e.g. missed refuse collection) is legally risky and will likely result in disconnection unless backed by a valid dispute. Read more:
Need More Information?
JoburgCAN’s website contains detailed resources on penalties, deposits, metering, and more:
Final Advice
✔ Always document everything
✔ Always get a reference number
✔ Always keep paying your average
✔ And always escalate if your rights are being ignored
Let us know if you’d like help navigating your query. The MRA remains committed to supporting transparent, fair, and accountable municipal billing for all residents.
