eThekwini residents report soaring bills and disconnection threats after smart-meter rollout

Ratepayers say faulty readings and estimated charges have led to sharply higher bills.

Ratepayers and civic associations across eThekwini Municipality are raising alarms over widespread billing errors, massive account surges, and threats of unlawful disconnections following the rollout of smart water meters. 

The Smart Water Metering Programme is aimed at replacing ageing conventional meters with smart technology to reduce water losses, improve consumption monitoring, enhance billing accuracy and ensure the fair allocation of Free Basic Water.

eManzimtoti resident and KZN legislature Standing Committee on Oversight (Stacov) chairperson Lourens de Klerk said his water account rose sharply after the municipality replaced his meter with a smart meter that showed a constant zero reading.

De Klerk said his usual monthly bill was about R2 000. After he failed to receive an April account, he followed up and was told he owed R65 000. 

A plumber inspected the property and found a minor leak, which De Klerk said could not explain the increase. He said the new meter was not recording consumption, while charges continued to be estimated.

He reported the matter at the Sizakala Customer Service Centre in eManzimtoti and was told the account would be placed on hold, the meter replaced, and the incorrect charges written off. However, despite these assurances, no action was taken.

“Then suddenly, a week or two ago, I got a notice saying they’re gonna cut off the water,” De Klerk said. 

He said he then went to the municipality’s head office in Durban, where officials again promised to place the account on hold. Shortly afterwards, his son called to say a municipal employee was at the property, intending to disconnect the electricity.

De Klerk explained that the water department and electricity department did not talk to each other, so although there was a hold on the water side, there was no hold on their side, and that was why they were there to disconnect. But they did not disconnect De Klerk.

“Although they’re putting it on hold, nothing is happening. It’s just carrying on; every month it goes up and up,” De Klerk said. 

Reservoir Hills Ratepayers Association chairperson Yogesh Naidoo said they are aware of multiple cases where ratepayers have experienced erroneous billing, inflated charges, or threats of disconnection following the installation of smart meters. 

“Reports have come not only from eManzimtoti but also from other wards, indicating that this is not an isolated incident but a systemic failure in both meter calibration and municipal administration. The smart meter rollout in eThekwini is plagued by technical defects, questionable installation practices, and administrative failures, leading to inflated bills and wrongful disconnections,” Naidoo said. 

He questioned the quality of the meters and the standards applied to contractors installing them. Naidoo said the association helped residents lodge formal objections, seek adjustments to abnormal charges and pay average consumption while disputes were being investigated.

He said some cases had been resolved through engagement with eThekwini’s Revenue Management unit, but alleged that residents remained vulnerable to disconnection while valid disputes were pending.

Ethekwini Ratepayers and Residents Association president Ish Prahladh said ratepayers were experiencing “ridiculous" billing. 

He said the municipality wanted residents to send them readings and pictures of the meter. Residents should ensure they have a receipt for the dispute form with them, and if a disconnection team is at their home, the dispute form can be shown to them. 

eThekwini Municipality spokesperson Senzelwe Mzila said the smart meter programme aimed to improve billing accuracy and reduce water losses. 

“Where a faulty meter or irregular reading is reported, the meter is inspected and repaired or replaced,” Mzila said. “If an error is confirmed, the account is adjusted to reflect actual or average consumption, and related charges are corrected.”

He said credit-control action should not be taken on an amount under a properly lodged dispute. Customers must continue paying the undisputed portion or their average consumption while the dispute is resolved.

“The City continues to strengthen coordination between its Revenue Management and service units so that accounts under dispute are correctly flagged,” Mzila said. 

He encouraged customers with billing or metering queries to visit their nearest Sizakala Customer Service Centre.