By Lungile Ntimba
City Power has launched a comprehensive, city-wide meter audit to address longstanding billing issues in Johannesburg, CEO Tshifularo Mashava announced on Wednesday.
The initiative aims to verify the status of every electricity meter and ensure each is accurately linked to the correct customer account.
The audit covers major Service Delivery Centres (SDCs), including Reuven, Roodepoort, Hursthill, Randburg, Midrand, and Alexandra.
This large-scale operation follows City Power’s official takeover of the electricity billing function from the City of Johannesburg on 1 July 2025.
“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,” said Mashava.
“We are committed to rebuilding trust through accurate billing, responsive service, and meaningful community engagement. Through stand-by-stand audits and improved access to real-time data, we are eliminating inaccuracies and addressing issues head-on. Our goal is to ensure that every customer is correctly billed on verified data.”
City Power spokesperson Isaac Mangena said the audit will also identify previously unaccounted-for customers, resolve inherited inaccuracies, and determine where additional support may be required.
Field teams have already been deployed across the city to conduct physical inspections and engage directly with residents.
“This process of addressing billing discrepancies forms part of resetting our relationship with customers,” Mangena said.
“In essence, we understand the frustrations many residents have endured due to past billing inaccuracies. This takeover is an opportunity to reset our relationship with customers—not just administratively, but emotionally and operationally.”
As part of the transition, 56 staff members from the City’s finance department have been absorbed into City Power.
They have joined the existing team of revenue specialists to boost capacity for resolving billing queries and correcting accounts.
Customers using manual meters have been advised to submit their own readings during specified windows, accompanied by photos showing the meter number, reading, and date.
City Power said these submissions will help avoid estimated billing and ensure accuracy.
Mangena noted that readings submitted outside the designated timeframes would not be accepted and that quarterly audits would be conducted to maintain data accuracy and integrity.
Although electricity bills will continue to be issued through the City of Johannesburg’s systems, Mangena assured residents that improvements in billing accuracy, accountability, and customer turnaround times would soon be evident.
He emphasised that the audit was not just a technical intervention but part of a broader, long-term effort to build a more reliable and customer-focused electricity service.
City Power has urged residents to cooperate with auditors, report faults promptly, and stay informed through official communication channels.
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