Johannesburg ratepayers demand answers over disputed bills and unreliable services

Johannesburg residents are questioning what they are getting in return for their municipal payments, with incorrect bills, delayed dispute resolutions and unreliable refuse collection fuelling calls for greater accountability ahead of the local government elections.

The Randpark Ridge Village Association (RRVA) says residents should not have to spend months challenging municipal accounts while basic services remain inconsistent.

The association’s chairperson, Inderan Govender, said residents were entitled to accurate billing, efficient administration and visible improvements in their neighbourhoods.

The concerns come as National Treasury confirms that it does not maintain a national database of incorrect or disputed municipal bills, while warning that unresolved disputes can have financial consequences for both municipalities and residents.

Govender said residents were increasingly frustrated by accounts containing incorrect charges, estimated readings and unexplained adjustments.

“When accounts contain incorrect charges, estimated readings or unexplained adjustments, residents are left frustrated and uncertain about whether they are paying the correct amount. Resolving these queries can also be a lengthy and difficult process,” he said.

The RRVA encourages residents to report billing discrepancies through the City’s official channels, keep records of queries and reference numbers, and escalate unresolved matters through relevant municipal structures and ward councillors where appropriate.

“Ultimately, residents should not have to spend months trying to correct an account that should have been accurate in the first place. The City needs to ensure that queries are dealt with efficiently and that residents receive clear feedback and practical solutions,” Govender said.

Unreliable refuse collection is another major concern for the association.

Govender said waste was not always collected as scheduled, despite residents continuing to pay for the service.

“Unreliable refuse removal is more than an inconvenience. When rubbish accumulates, it can attract pests, create unpleasant and potentially unhygienic conditions, contribute to illegal dumping and ultimately affect the cleanliness, environmental health and overall appearance of our neighbourhood,” he said.

He said the problem also placed an additional burden on residents and community volunteers who stepped in to keep public spaces clean.

While acknowledging the challenges of managing competing service-delivery demands across Johannesburg, Govender said residents needed to see a meaningful connection between their municipal payments and the services they received.

“Paying for a service that is not consistently provided undermines public confidence and trust. Residents should not have to repeatedly report the same problems or take on the responsibility of addressing basic municipal service failures themselves,” he said.

National Treasury confirmed that it does not keep a national record of incorrect or disputed municipal billing. It therefore does not maintain a central database identifying which municipalities are most affected.

Treasury said prolonged billing disputes could have financial implications for both municipalities and residents, particularly when disputed amounts remained unresolved for extended periods.

Where a valid dispute has been lodged, debt-collection action relating to the disputed amount should generally be suspended until the matter is resolved.

However, residents must continue paying current charges and any undisputed arrears. Interest also does not automatically stop accruing while a dispute is being considered.

“The treatment of interest should be determined in accordance with the municipality’s approved Credit Control and Debt Collection Policy and applicable by-laws,” Treasury said.

It added that incorrect charges, together with related interest or penalties, should be reversed if a dispute is upheld.

Treasury said municipalities were responsible for maintaining accurate billing systems and resolving disputes within reasonable timeframes.

The Auditor-General also audits municipalities annually, with customer accounts potentially tested for over-billing, under-billing and other irregularities.

For residents, the distinction between disputed and undisputed charges remains important while a billing complaint is being resolved.