The City of Johannesburg faces hefty penalties imposed by the National Consumer Commission (NCC) over the recent large-scale billing crisis that the city claims has been resolved.
This follows a year-and-a-half of residents complaining about incorrect statements.
The city claims to have sorted out about 52 000 complaints that arose after it moved its disparate systems onto SAP, under project Phakama, which cost R580 million to implement between November 2009 and the middle of last year.
However, despite the city's claims of progress, the NCC says there are almost 200 unresolved issues. This week, it will come down on the city over the backlog, issuing it with notices forcing it to fix the problems.
If the city fails to resolve the problems the NCC has been battling to get it to sort out, it faces a maximum penalty of R1 million for each complaint.
The city's billing system has been a major headache for Johannesburg consumers, who have been complaining about grossly inflated bills, inaccurate meter readings, illegal disconnections and a lack of service from the city's call centre since the project started.
About 65 000 out of the more than 1.2 million account-holders were affected by the crisis as the city battled with post-implementation issues.
Towards the end of last month, Johannesburg claimed it had sorted out the inherent issues, while 13 000 outstanding complaints would be fixed within a month or two.
Or else
However, despite the city's assurances, the NCC has had enough, claiming it has faced an uphill task trying to get complaints sorted out. The commission received between 300 and 400 grievances from disgruntled residents, of which about half have been resolved.
Under the Consumer Protection Act (CPA), which came into effect in April, the NCC has the power to handle complaints, force companies to sort out issues and refer unresolved matters to the tribunal for adjudication.
This week, the commission will put the city on notice to wrap up the unresolved complaints. If Johannesburg does not resolve the problems within 21 days, it faces a maximum fine R1 million.
However, this fine could be imposed for each unresolved case that the NCC is fighting, taking the possible penalty to as much as R200 million.
Commissioner Mamodupi Mohlala says the NCC is preparing compliance notices to force the city to resolve outstanding issues. She says two notices will be served: one to cover general unresolved issues and one seeking the maximum fine over a case in which a consumer lost out on rental income.
On Wednesday, the NCC will quantify the penalties it will seek for the bulk of the unresolved complaints. However, in the matter of the resident who lost rental income, the NCC wants the city to pay the maximum R1 million fine, says Mohlala.
The Johannesburg resident was involved in a dispute with the city over incorrect meter readings, which led to wrong bills, says Mohlala. Despite the ongoing battle, Johannesburg removed the consumer's electricity meter, a “heavy-handed” act that led to lost income as the property cannot be leased, she says.
As a result, the NCC will seek the maximum penalty, because Johannesburg has not fully cooperated with the NCC, and its actions caused financial harm to the consumer. The complainant was treated in an “unbecoming” manner, and the city has yet to explain why it ripped the meter out, she argues.
The city will be given between 15 and 21 days to resolve all the outstanding problems. If it fails to do so, the matter will be sent to the tribunal for an administrative fine to be imposed, says Mohlala. Consumers are being prejudiced, and the commission has done all it can to get the city to respond, she argues.
Mohlala explains, in some instances, resolution is dragging on and the city has argued that the change in management is behind the delays. This is not acceptable, as the systems have not changed, she argues.
After the recent municipal elections, Parks Tau replaced Amos Masondo as mayor, and Trevor Fowler will take over as city manager from 1 October, replacing Mavela Dlamini.
Many issues
Complaints lodged with the NCC vary from incorrect meter readings to wrong bills and the city's inability to reconcile statements, Mohlala says. “We just don't understand what is happening to hold the city back on these issues.”
The City of Johannesburg was one of the first entities the NCC met with after it came into being, says Mohlala. “They can't keep on giving the same excuses to consumers.”
Mohlala wants concrete answers and resolution time frames. She gets the sense that the city is saying it is dealing with unresolved issues, but is not providing concrete answers as to what the problem is, and when the matters will be sorted out. “Consumers can't be held in abeyance and left in limbo forever.”
The NCC believes there are many more outstanding complaints than those lodged with it. Mohlala says the NCC can only act on complaints it has received.
The city did not immediately respond to a request for comment.