Staff Reporter
The Democratic Alliance (DA) has accused eThekwini Municipality of failing to prepare frontline employees to process claims under a new compulsory Water Loss Levy intended to provide limited relief to domestic customers facing unusually high bills caused by verified underground leaks.
DA eThekwini councillor Ngiphiwe Smoh Xulu said on Tuesday that party representatives visited several Sizakala customer-service centres and found that employees were unable to assist residents with the new claims process.
“[R]ecent oversight visits to various Sizakala Centres across eThekwini revealed that staff have neither been informed about nor trained to administer the new claims process,” Xulu said.
The Water Loss Levy is a compulsory monthly levy that replaces a previous optional water-loss charge. It is specifically intended to fund limited relief for qualifying domestic customers affected by hidden underground leaks.
According to the municipality’s tariff policy, money raised through the levy will finance adjustments or write-offs in qualifying cases.
In March, DA caucus leader Alicia Kissoon described the levy as a “stealth tax”, saying that insured homeowners could effectively be charged twice.
The municipality said the fixed charge was intended to fund account adjustments or write-offs in qualifying cases and did not constitute insurance.
The period for lodging a water-loss claim has also been extended from 60 to 180 days after a leak has been repaired.
Applicants must submit a prescribed water-loss notification form and supporting documents at a Sizakala or Revenue Customer Services centre. The documents include proof that the underground leak was repaired by a licensed plumber.
The levy is separate from eThekwini’s water infrastructure surcharge of R1.50 per kilolitre.
Xulu said in his statement on Tuesday: “It is unacceptable for the Municipality to introduce a relief mechanism without ensuring that the officials responsible for implementing it are properly equipped to do so.
“A programme is only as effective as its implementation. Without trained staff, the levy cannot serve its intended purpose, leaving residents to bear the consequences of poor planning and inadequate communication.”
He said that residents already struggling with high water accounts could be turned away or given incorrect information when seeking assistance.
“The current situation at Sizakala Centres means that residents who are already struggling with high water bills risk being turned away or provided with incorrect information when seeking assistance,” Xulu said.
He said the party would raise the matter at the next meeting of the municipal finance committee and seek immediate training for frontline employees, along with clearer operational guidelines and full implementation of the claims process across all Sizakala centres.
eThekwini this year approved a R75.3 billion budget for the 2026/27 financial year, including a 12% increase in domestic water tariffs, reduced from an initial proposal of 15%, as it continues trying to address high levels of non-revenue water.
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