Johannesburg has entered a significant new chapter in municipal service delivery as City Power officially took over electricity billing from the City of Johannesburg on 1 July 2025. This shift aims to resolve long-standing billing issues and enhance service for residents and businesses across the metropolitan area. Here’s a concise breakdown of what this transition means, how it impacts you, and what City Power expects from its customers.
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Why Has City Power Taken Over Electricity Billing?
For many years, Johannesburg residents experienced repeated problems with electricity billing—ranging from inaccurate statements to delayed query resolutions. To address these persistent issues, the City handed over the entire billing process to City Power, the dedicated local utility.
City Power spokesperson Isaac Mangena explained,
“This transition is not merely administrative; it marks a significant milestone in our ongoing mission to enhance customer service, resolve long-standing billing challenges, and ensure that every household and business is accurately billed for the electricity they use.”
Previously, electricity charges appeared on the broader municipal bill alongside other utilities. Now, City Power will oversee billing directly, paving the way for greater accountability and clarity.
What’s Changing for Residents?
While bills will still be accessible via City of Johannesburg channels, City Power is now fully responsible for managing consumption data, issuing accurate charges, handling queries, and conducting audits.
Residents can expect:
- Improved Billing Accuracy: Direct management is likely to reduce estimation errors and ensure charges match actual consumption.
- Faster Query Solutions: Dedicated teams will address billing errors and service problems more quickly.
- Clearer Account Management: Customers can communicate directly with City Power for all electricity account matters.
The Meter Audit: Reviewing Every Connection
A critical component of the transition is City Power’s city-wide meter audit happening across all Service Delivery Centres, including Reuven, Roodepoort, Hursthill, Randburg, Midrand, and Alexandra. Technicians visit properties “stand-by-stand” to check the status of every meter, link them to correct accounts, and identify any long-standing discrepancies.
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Mangena highlighted the importance of this effort:
“These audits are critical for identifying customers who may have previously been unaccounted for, resolving inherited inaccuracies, and determining where further support may be needed. Our teams are on the ground across Johannesburg, engaging with communities and ensuring no customer is left behind.”
Prioritising Customer Service
City Power’s leadership views this transition as a chance to regain public trust. CEO Tshifularo Mashava stated that the new process puts transparency and control directly in customers’ hands:
“This handover marks a turning point in how we serve our customers. By taking full ownership of the billing function, we are not only improving accountability but also placing the power of transparency and service directly into the hands of our customers.”
Mashava added,
“We are committed to rebuilding trust through accurate billing, responsive service, and meaningful community engagement.”
Better Support: More Staff and Faster Processing
To ensure smooth operations, City Power has expanded its finance division by integrating 56 extra staff members. These personnel join the existing revenue enhancement team and focus specifically on quick and effective billing query resolutions.
If you need assistance, contact:
- Email: [email protected]
- Call: 011 490 7484
A dedicated unit now manages billing complaints, aiming to resolve issues quicker than before.
What Customers Need to Do
Active participation is crucial, especially for those with manual meters. City Power has instructed manual meter users to self-read and submit photographic evidence of their readings (including the meter number, reading, and date) via email or through the e-Joburg portal, during official reading windows.
As Mangena emphasised,
“Smart meters will continue to transmit readings automatically, but manual meter customers must take clear photographs showing the meter number, the reading, and the date.”
Only readings submitted within designated periods will be accepted for billing. Quarterly audits will further ensure accuracy and prevent future disputes.
For more about how and when to submit your readings, visit the City Power website.
Expected Improvements for Residents
City Power expects this new operational model to result in:
- Fewer billing errors
- Faster response times
- Greater transparency in billing breakdowns
- Responsiveness to customer complaints
The utility has called on all Johannesburg residents to report faulty meters promptly, submit readings on schedule, and maintain open communication via official platforms.
A More Reliable System
By bringing billing in-house and committing to transparency, City Power aims to build a system that works fairly for everyone. The stand-by-stand audit, increased staffing, and new technology should lay the foundation for a future of reduced frustration and increased trust in electricity billing.
Mangena concluded,
“The success of the new billing system depends partly on customer cooperation, particularly for those with manual meters.”
As Johannesburg adapts to the change, residents can look forward to a simpler, clearer, and more accountable electricity billing experience.
