Process to log a call at CoJ explained
The billing dispute/ query escalation process explained
Trying to resolve a billing issue or a query with the City of Johannesburg (CoJ) can be a daunting task for many residents, but with the new query escalation process, it becomes easier.
The CoJ has changed its billing dispute and query escalation process, and customers should know the following:
The first step is to log a municipal query via the call centre on 0860 562 874 or by visiting their nearest walk-in centre. In both instances, the customer should obtain a reference number. To ensure this process runs smoothly, customers are advised to take a photo of their meter that clearly shows the meter number, the reading, and the date.
It is important for customers to not skip any steps and ensure they receive a reference number when initially logging their query or dispute.
Any query should be resolved within 30 days, but if no response or resolution has been received within this time, the next step in the process should be followed:
• Escalate the query, together with your reference number, via email to backoffice@joburg.org.za. You should receive feedback within seven days.
• Should no feedback be received within the specified period, the query can be escalated to the next level for intervention, which is the Deputy Director. Send an email to backofficequeries@joburg.org.za. With this step, feedback should be received within three days.
• If the matter is still not resolved after this step, the matter should be escalated to the Director of Billing. Customers can do that by sending an email to backofficequeries1@joburg.org.za.
• If – after following all of the above steps – the matter is still not resolved, customers should escalate the matter to the Group Head of Finance, by sending an email to escalations@joburg.org.za.
Residents should remember that, after they have obtained a reference number, they can also contact their ward councillor to assist them with escalating the query.
Do you perhaps have more information pertaining to this story? Email us at roodepoortrecord@caxton.co.za (remember to include your contact details) or phone us on 011 955 1130.
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