A Practical Guide to Correcting Municipal Billing Errors in South Africa

Municipal accounts in South Africa represent a blend of taxes and service charges, administered by local municipalities under the framework of the Local Government: Municipal Systems Act, 2000 (Act No. 32 of 2000) and the Local Government: Municipal Finance Management Act, 2003 (Act No. 56 of 2003).

When monthly municipal bills contain mistakes, many South Africans are left unsure of how to respond or how widespread this issue really is.

According to the CoGTA State of Local Government Report presented to Parliament on 15 November 2023, 66 of South Africa’s 257 municipalities—more than a quarter—were labelled “dysfunctional.” Key issues include poor revenue collection and unreliable billing systems. Many municipalities still rely on estimated billing due to old or faulty meters, which increases the likelihood of incorrect charges.

The Municipal Systems Act, 2000 (Section 102) requires municipalities to provide a formal channel for residents to dispute billing errors. Although there are no national statistics on how many disputes are submitted, the volume of complaints suggests a systemic problem. Legal precedents, such as Mkontwana v Nelson Mandela Metropolitan Municipality (2005), confirm that municipalities are legally obligated to maintain accurate billing records. Yet ongoing legal challenges and public complaints show that many continue to fall short.

The Non-financial Census of Municipalities (2021–2022), published by Statistics South Africa on 26 March 2024, does not directly measure billing accuracy, but it highlights ageing infrastructure—such as outdated water and electricity meters—that contributes to incorrect billing. George Municipality, for example, launched SMART water meters in 2023 to replace unreliable systems, clearly indicating that billing errors were common before the upgrade.

Municipal Finance Data from National Treasury (municipaldata.treasury.gov.za) also reflects the challenge. In 2021–22, only 72% of municipal positions were filled nationally. In Limpopo, this dropped to 61.5% (SAnews, 2012), demonstrating that understaffing continues to impact service delivery and billing accuracy.

Given the national scale of the issue, Newcastillian News has compiled this clear, step-by-step guide to help residents address billing errors across all municipal services—from property rates to sanitation.

Property Rates

• What It Is: Property rates constitute a compulsory levy on all property owners, funding indispensable municipal infrastructure and services—roads, parks, and public lighting—as enshrined in the Local Government: Municipal Property Rates Act, 2004 (Act No. 6 of 2004). This tax endures irrespective of service delivery, forming a linchpin of local government revenue.
• How It’s Calculated: Municipalities assess a property’s market value through a General Valuation Roll, refreshed every four to five years, then apply a rate-in-the-rand (e.g., 0.015 cents per rand), set during the annual budget. Qualifying owners, such as pensioners or low-income individuals, may secure rebates to alleviate the final burden.
• Common Billing Issues: Errors often arise from inflated property valuations, outdated ownership records post-sale, or unapplied rebates due to administrative lapses, such as those for pensioners.

How to Fix Billing Errors:

• Verify the Error: Begin by retrieving the latest General Valuation Roll from your municipality’s website (e.g., City of Johannesburg at www.joburg.org.za) or offices, meticulously comparing its valuation with your bills to unearth discrepancies that illuminate the issue.
• Gather Evidence: Bolster your case by obtaining your title deed via www.deeds.gov.za or a conveyancer to affirm ownership. For overvaluation disputes, commission an accredited valuer from the South African Council for the Property Valuers Profession (www.sacpvp.co.za) for an independent assessment. For rebates, assemble proof like a pensioner ID or income affidavit.
• Contact the Municipality: Engage the rates department via their helpline (e.g., City of Cape Town at 0860 103 089) or an in-person visit to formally log your concern, securing a reference number, and submit your evidence per municipal protocols, whether physically or electronically.
• Dispute Formally: Craft a precise letter to the Municipal Manager, stating: “In accordance with Section 49 of the Municipal Property Rates Act, I am disputing the R4,000 rates charge because the valuation on my bill is listed as R2.5 million, whereas the General Valuation Roll indicates R1.8 million—please find my title deed and professional valuation attached for your review.” Deliver it in person for a stamped receipt and email copies to relevant departments for redundancy.
• Escalate: If unresolved, file an objection with the municipal Valuation Appeal Board during the annual roll review—typically within 30 days of publication, per municipal websites—or escalate to the Public Protector at www.pprotect.org, leveraging its mandate to probe maladministration.
• Prevent Future Errors: Safeguard against recurrence by updating ownership records with the rates office post-transfer using your title deed, and annually pursue rebates with forms (online) and supporting documents like pensioner proof.
• Sources: The Municipal Property Rates Act (www.gov.za/documents/local-government-municipal-property-rates-act) anchors this framework, with rolls available at sites like eThekwini Municipality (www.durban.gov.za).

Electricity

• What It Is: Electricity charges defray the cost of power supplied to properties, overseen by the National Energy Regulator of South Africa (NERSA) under the Electricity Regulation Act, 2006 (Act No. 4 of 2006), and administered by municipalities distributing Eskom or self-generated power via metered or prepaid systems.
• How It’s Calculated: Metered accounts multiply kilowatt-hour (kWh) usage by NERSA-approved tariffs (e.g., R2.50 per kWh) plus a fixed fee (e.g., R100 monthly), while prepaid systems embed tariffs into token costs, mirroring consumption.
• Common Billing Issues: Discrepancies often stem from errant meter readings—actual or overestimated—or misapplied tariffs (e.g., peak rates in off-peak times), alongside charges during outages or post-meter removal.

How to Fix Billing Errors:

1. Verify the Error: Inspect your meter, photographing the reading with the meter number, and compare it to your bill’s figure. For prepaid users, cross-check token amounts with usage history from meter displays or receipts.
2. Gather Evidence: Compile a dossier of two to three months’ bills, timestamped meter photos, and prepaid receipts, validating rates against NERSA’s tariffs at www.nersa.org.za under “Tariffs.”
3. Contact the Municipality: Reach the electricity department by phone (e.g., Ekurhuleni at 011 999 3000) or in person to register your query, obtaining a reference number, and submit evidence via portals like www.citypower.co.za or physically.
4. Dispute Formally: Draft a letter to the Municipal Manager, stating: “Under Section 102 of the Municipal Systems Act, I am disputing the R6,000 electricity charge because my meter reading shows 4000 kWh, while the bill states 4500 kWh—please see attached photos and previous bills for evidence.” Deliver it in person for a receipt, email copies (e.g., utilities@joburg.org.za), and request an actual reading if estimates apply.
5. Escalate: If unresolved after 30 days, lodge a complaint with NERSA at info@nersa.org.za with evidence, or contact Eskom at 08600 37566 for prepaid issues, invoking the Electricity Regulation Act.
6. Prevent Future Errors: Opt for a prepaid meter via your municipality or submit monthly readings through tools like the City of Tshwane’s e-Tshwane portal at www.tshwane.gov.za.
7. Sources: The Electricity Regulation Act (www.gov.za/documents/electricity-regulation-act) governs this, with tariffs at www.nersa.org.za.

Water

• What It Is: Water charges fund potable water supply, regulated by the Water Services Act, 1997 (Act No. 108 of 1997), typically metered, with prepaid trials in municipalities like Johannesburg enhancing accuracy.
• How It’s Calculated: Usage in cubic meters (m³) incurs tiered rates (e.g., R20 per m³ up to 6 m³, R30 thereafter), often with a fixed fee (e.g., R50 monthly) for infrastructure upkeep, regardless of consumption.
• Common Billing Issues: Errors include overstated meter readings, excessive estimates, or charges for municipal-side leaks not attributable to property owners.

How to Fix Billing Errors:

1. Verify the Error: Photograph your water meter’s reading with its number, comparing it to your bill. Test for municipal leaks by closing your stopcock—if the meter moves, the fault is external and unbilled.
2. Gather Evidence: Assemble two to three months’ bills, timestamped meter photos, and evidence of supply gaps (e.g., dry tap images or repair notices).
3. Contact the Municipality: Contact the water department (e.g., Durban at 031 311 1111) or visit to log your query, securing a reference number, and submit evidence per their method (e.g., water@capetown.gov.za).
4. Dispute Formally: Write to the Municipal Manager, stating: “In accordance with Section 102 of the Municipal Systems Act, I am disputing the R3,000 water charge because my meter reading shows 12 m³, while the bill indicates 18 m³—please find attached photos and request a leak inspection if necessary.” Deliver in person for a receipt and email copies, following up on inspections.
5. Escalate: Request a technician inspection per the Water Services Act, escalating to the Department of Water and Sanitation at www.dws.gov.za or the Public Protector at www.pprotect.org if needed.
6. Prevent Future Errors: Submit readings via apps like eThekwini’s Revenue Management System at www.durban.gov.za or explore prepaid options where available.

• Sources: The Water Services Act (www.gov.za/documents/water-services-act) underpins this, with policies at www.joburg.org.za.

Sanitation/Sewerage

• What It Is: Sanitation/sewerage fees support sewage disposal for properties on municipal systems, regulated by the Water Services Act, 1997, ensuring public health via waste management.
• How It’s Calculated: Fees may be flat (e.g., R200 monthly) or a percentage of water use (e.g., 70%), assuming water becomes sewage, adjusted by some for property attributes.
• Common Billing Issues: Charges for unconnected properties (e.g., with septic tanks) or fees disproportionate to water use signal errors.

How to Fix Billing Errors:

1. Verify the Error: Confirm sewer connection via lines or septic tank use, comparing sewerage fees to water usage for proportionality.
2. Gather Evidence: Gather septic tank photos or bills showing water-sewerage mismatches to highlight discrepancies.
3. Contact the Municipality: Call the sanitation department (e.g., Tshwane at 012 358 9999) or visit to log your query, obtaining a reference number, and submit evidence as directed.
4. Dispute Formally: Write to the Municipal Manager, stating: “I am disputing the R1,000 sewerage fee because my property uses a septic tank and is not connected to the municipal sewer system, or the fee exceeds my water usage of 10 m³—please see attached photos and bills for evidence.” Deliver in person with a receipt and email copies.
5. Escalate: Request an inspection to confirm non-connection, escalating to the Public Protector at www.pprotect.org under constitutional billing rights if unresolved.
6. Prevent Future Errors: Notify the municipality in writing of septic tank use, requesting account confirmation, especially in rural areas.
7. Sources: The Water Services Act (www.gov.za/documents/water-services-act) governs this.

Refuse Removal

• What It Is: Refuse removal fees finance regular waste collection, mandated by the National Environmental Management: Waste Act, 2008 (Act No. 59 of 2008) for health and environmental integrity, typically weekly or bi-weekly.
• How It’s Calculated: A flat rate (e.g., R150 monthly) applies, varying by property type per the municipal waste budget.
• Common Billing Issues: Charges despite non-collection or duplicate fees inflate costs unjustly.

How to Fix Billing Errors:

1. Verify the Error: Track collection dates, verifying against your bill if charges persist without service.
2. Gather Evidence: Photograph uncollected waste over time and collect bills showing charges despite non-delivery.
3. Contact the Municipality: Contact the refuse department (e.g., Johannesburg at 011 375 5555) or visit to log your query, securing a reference number, and submit evidence as instructed.
4. Dispute Formally: Write to the Municipal Manager, stating: “I am disputing the R400 refuse removal fee because no waste collection has occurred since February 2025—please see attached timestamped photos as evidence of non-delivery.” Deliver in person for a receipt and email copies.
5. Escalate: Escalate to the municipal ombudsman or Public Protector at www.pprotect.org, citing Section 152 of the Constitution for service mandates, if unresolved.
6. Prevent Future Errors: Report non-collection promptly via hotlines or apps, building a record for future disputes.
7. Sources: The Waste Act (www.gov.za/documents/national-environmental-management-waste-act) outlines duties, with policies at www.durban.gov.za.

Miscellaneous Charges

• What It Is: Miscellaneous charges encompass fees like availability charges, penalties, or levies for projects (e.g., streetlights), governed by the Municipal Finance Management Act, 2003.
• How It’s Calculated: Fixed fees (e.g., R80 monthly), percentage-based penalties (e.g., 10% interest), or council-approved levies vary by local needs.
• Common Billing Issues: Unexplained charges, penalties on disputed sums, or unnotified levies breach transparency.

How to Fix Billing Errors:

1. Verify the Error: Examine your bill for vague entries (e.g., “Sundry Charges”), comparing to past statements or payment records for legitimacy.
2. Gather Evidence: Collect receipts refuting penalties, bills showing standard charges, or outage proof contesting availability fees.
3. Contact the Municipality: Call the finance department (e.g., Cape Town at 021 400 1111) or visit to log your query, obtaining a reference number, and request an itemised charge breakdown.
4. Dispute Formally: Write to the Municipal Manager, stating: “I am disputing the R600 penalty applied to a disputed R2,000 amount, as well as a R300 levy not previously notified—please see attached payment receipts and prior bills as evidence.” Deliver in person with a receipt and email copies, citing Section 64 of the MFMA.
5. Escalate: Escalate to the ombudsman or Public Protector at www.pprotect.org, noting Section 75A of the MFMA for levy notification, if unresolved.
6. Prevent Future Errors: Pay undisputed amounts promptly and query new charges via portals or lines to catch errors early.
7. Sources: The **Municipal Finance Management Act** (www.gov.za/documents/local-government-municipal-finance-management-act) regulates this, with tariffs at www.tshwane.gov.za.

General Tips Across All Services:

1. Timeliness: Address errors within 14 days of bill receipt to pre-empt disconnection, per Section 97 of the Municipal Systems Act.
2. Documentation: Retain records—reference numbers, emails, photos—for escalation to legal or oversight bodies.
3. Legal Protections: Section 102 of the Municipal Systems Act bars disconnection of disputed amounts under review, empowering resolution efforts.

Municipal Variations: Note procedural differences—e.g., Johannesburg’s online disputes at www.joburg.org.za versus rural in-person requirements—necessitating local guideline checks.

In summary, billing errors remain a common problem in South African municipalities due to weak infrastructure, under-resourcing, and system failures. This guide gives residents clear, effective steps to take when faced with billing discrepancies—whether it’s rates, electricity, water, sewerage, refuse removal or miscellaneous fees.

Have you had problems with your municipal account? Share your experience in the comment section below.