Councillors criticise eThekwini’s estimated billing system as ratepayer frustration grows
Estimated billing by the eThekwini Municipality continues to draw criticism from councillors.
The municipality’s Finance Committee billing report for February 2026 was tabled at a recent council meeting stating that 524,760 water meters were read, while 64,147 were estimated.
Concerning electricity, 309,583 meters were read, while 57,024 were estimated. There are 22,941 faulty meters reported to maintenance; however, the report stated that delays in replacing these meters directly impact meter estimation. A total of 15,889 meters are disconnected; however, in some instances, movement suggests tampering.
The report stated that 99.99% of accounts were billed in January and February. Regarding customer rate rebates, the report stated that different rebates were given to qualifying customers. These rebates aim to alleviate the burden on senior citizens (58,327), child-headed households (1), and disability grantees (855) who have a fixed income and limited resources. The indigent rebate stood at 190 applicants.
Ngiphiwe Xulu, eThekwini DA councillor, said that sending a bill is not the same as billing accurately. She said residents were paying for estimated billing practices, including faulty electricity meters, which she felt distorted the actual amounts residents were being billed.
“The indigent rebate, intended for the most vulnerable residents in this metro, reached only 190 individuals in February, despite a population of nearly four million, yet this is a municipality that loves to talk about serving the poor. That number alone tells you everything you need to know about this administration’s commitment to the most vulnerable,” she stated.
Xulu highlighted that many residents were still struggling to receive their bills to pay their accounts.
Xulu said she met with a 65-year-old resident in Clermont, who lived alone and survived on a grant from the South African Social Security Agency (SASSA).
“She showed me her municipal bill, R3,200. This woman does not own a washing machine. She washes by hand! She uses one kettle, one hotplate, and a single light in her bedroom at night! She is cutting back on food to pay a bill that is based on an estimated meter reading,” Xulu said.
She added that a pensioner and retired school teacher in Westville received a bill with consumption figures that were physically impossible for a one-bedroom flat occupied by just one elderly man.
“When he queried it, he was told the system would be reviewed. Three months later, the same bill! No correction… just a disconnection notice!” Xulu said.
Jameel Essop, eThekwini councillor representing the African Christian Democratic Party (ACDP), claimed that the report was ‘a reflection of failure’.
“This municipality continues to present polished reports in this chamber while residents outside are drowning in inaccurate bills, frustration, and financial distress. There is a complete disconnect between what is reported here and what is experienced on the ground,” he said.
“Estimated billing is nothing more than a silent tax on the people of eThekwini. It punishes the honest, exploits the complacent, and pushes struggling families further into poverty. We cannot build a culture of payment on a foundation of mistrust,” he added.
Essop said that the people of eThekwini are not refusing to pay, they are refusing to be cheated.
eThekwini Mayor Cyril Xaba stated that the collapse of the postal service created a problem which the municipality has worked around by migrating ratepayers onto the E-services platform and municipal digital Apps to access their bills and submit their readings.
“There has been a notable increase in customers on the E-Services platform. Alternative solutions are being explored to support the transition to a fully digital environment,” Xaba said.
