ACCOUNT QUERIES:
If you have a dispute regarding your utility bill with CoT, you need to lodge a dispute. Make sure you get a reference number. Complete the dispute claim form and email to the Call Centre details to avoid a cut-off.
Municipal Claim form:
Public Liability Claim form:
Credit Control:
ELECTRICITY & POWER FAILURE:
Electricity Enquiries / Progress:
electricity@tshwane.gov.za | Progress Update
Power Failure sms:
sms "POWER" and your account number to 0826120333 or 44676
Power Failure report:
Prepaid Electricity Meters:
Reconnecting services / Unblocking Prepaid Meters:
attach proof of payment and account statement:
Loadshedding Schedule:
Download the third-party application for accurate updates and notifications:
WATER & SANITATION:
Water Leaks:
Sewer Blockages:
Monthly Water Reading & Template:
meterrecords@tshwane.gov.za | Reading Template
Billing Calendar / Reading submission dates:
Billing / Reading Submission Dates (Jan - Jun 2024)
Billing / Reading Submission Dates (Jul - Dec 2024)
Quality of drinking water:
Water Interruptions:
WASTE MANAGEMENT:
Replacement of 240litre bins (broken / stolen):
Please note the details on the side of the page for detailed information.
0123589467 | 0123580540 | 0123580515
alfredmb@tshwane.gov.za and copy patriciade@tshwane.gov.za; boitumelomah@tshwane.gov.za; customercare@tshwane.gov.za
Affidavit:
Application form:
Stolen Dustbin Application Form
Environmental Health:
Waste Collection:
waste removal services are rendered every Wednesday except when it falls on Christmas Day
0123580241 | 0123580347 | 0123580586 | 0123580515
Bulk Containers (Skip Bin):
0123580241 | 0123580586 | 0123580528
Public Cleansing:
emptying of street swivel bins / street sweeping / litter picking / washing pavements
Illegal Dumping:
NOISE POLLUTION -
PRIVATE PROPERTY / CLUB:
Police:
Sunnyside Police Station:
Process:
You as the affected neighbour drive the process and complete a noise schedule and forward same to the list of CoT members (below) to enable them to determine the extent of the problem and consider the issuance of notices. Please note that that when a long period lapses and they do not receive any documents or correspondence regarding specifically, a noise complaint, they will assume that the noise nuisance has ceased. Further note that you will be required to submit the schedule as soon as you have recorded a minimum of 14 incidents over a period.
Thando Mlangengi | Muhalo Muhali | Shoki Madiseng |
David Manchidi | Simon Nyathi | Jacob Khumalo |
PUBLIC EVENT:
TMPD Control Room:
0123230035 |0123230036 | 0123587095 | 0123582124
TMPD War Room:
Environmental Health Services:
Noise Management Policy:
Noise Regulations:
CIVIL UNREST / STRIKES:
TMPD War Room:
0828912386 | 0123581906 | 0123582124 | 0826119974
Captain Mavimbela
STREETLIGHTS & ROAD MAINTENANCE:
Streetlights:
Roads & Transport:
potholes / fading road markings / traffic signs / blocked catch pits / spillage on road surfaces
Afriforum Pothole Reporting platform
Traffic Lights out of Order:
trafficsignalfaults@tshwane.gov.za
BY-LAW INFRINGEMENTS:
To report any crimes and complaints like accidents, illegal dumping, drugs, indecent behavior, cable theft, excessive noise etc, please contact the TMPD War Room or Nodal Point:
TMPD War Room:
0828912386 | 0123581906 | 0123582124
TMPD Nodal Point:
0123587095 | 0123587096 | 0826119974
Tshwane by-law complaints:
when the call centre logs the call, there is a message sent to the Metro Police Radio Room
bylawenforcementcenter@tshwane.gov.za
Offences and penalties
Any person who contravenes or fails to comply with any provision of these by-laws is guilty of an offence and liable on conviction to any or all penalties.
NON-PERMITTED LAND USE:
Land Invasion TMPD:
Non-permitted land use complaints:
Kenneth Tefu:
0123584558 | kennetht@tshwane.gov.za
Chris de Lange:
0123583567 | chrisdl@tshwane.gov.za
Mr Martin van Niekerk:
0123584570 | martinvn@tshwane.gov.za
Re-zoning objection application:
see separate document
This unit doesn’t deal with drug related complaints Contact TMPD
REMOVAL OF ILLEGAL SIGNAGE:
Removal of the illegal signs has to be done by an appointed service provider or employee of the City and not by any third party as this could result in further legal action and claims against the City.
Complaints
David Manchidi: DavidMan@tshwane.gov.za
Tremaine Leyds: remaineL@tshwane.gov.za
TSHWANE BUS SERVICES:
Enquiries
0123580839 | 0123580840 | 0123580221 | 0123580223
Complaints
A RE YENG BUS SERVICES:
Enquiries
Complaints:
Besedi / Bokamosa busses:
These busses may only make use of the route around the Brooklyn circyle to George Storrar and Via University Road - right in Totius and right in George Storrar.
Note the following details:
Date, time and place of incident
If possible the bus registration or fleet number and the nature of complaint Send through to Cornelia Basson:
ANIMALS IN RESIDENTIAL AREA:
TMPD Control Room:
0123230035 | 0123230036 | 0123587095 | 0123582124
Wild Animal Control:
Hencke Marais: 0836503481
Cedric Thenga: 0724795553
Keeping Poultry Animals by-law:
Health by-law of keeping Animals in residential area:
Dog Attacks
Please report attacks, by the victim, to SAPS, as well as TMPD.
Refer to the Dog Attack Statement Template that will need to be completed by anyone that is attacked. This is needed to provide the TMPD with your affidavit and the evidence to deal with the incident.
The responsibility lies with the owner of any dog that is in a public area, that is not on a leash and not supervised. No matter how the dogs get out of your property, the responsibility and liability is with the dogs’ owner.
Offences and penalties
Any person who contravenes or fails to comply with any provision of these by-laws is guilty of an offence and liable on conviction to any or all penalties.
We are in Ward 59, Region 3
Ward Councillor is Shaun Wilkinson
0824454375
shaun.wilkinson@gmail.com
save his number on your phone and send him a message to be added to his whatsapp broadcast list.
CALL CENTRE
operating hours: Mon - Fri 8:30 - 16:00
WALK-IN CENTRE
operating hours: Mon - Fri 7:30 - 16:00
Sammy Marks: Ground Floor, Sammy Marks Building, cnr Madiba & Sisulu str
e - TSHWANE:
e-TSHWANE SUPPORT
0861444779 | support@e-tshwane.co.za
e-Tshwane Meter Reading Submission:
meterrecords@tshwane.gov.za | Website Submission
e-Tshwane Whatsapp Service:
sms "Hi" to 0871531001 to get access to e-tshwane services such as accounts queries and to apply for services
e-Tshwane Infosheet:
City of Tshwane Quick Reference Guide:
Billing Calendar / Reading submission dates:
Billing / Reading Submission Dates (Jan - Jun 2024)
Billing / Reading Submission Dates (Jul - Dec 2024)
WHY JOBS ARE ATTENDED TO IN NUMBER SEQUENCE
1. Call reference numbers are issued per day throughout Tshwane. In other words, you might log call #100 in Rayton and call #101 is in the Soshanguwe area.
2. Calls are sent to the various regions for those teams to attend.
3. Calls are also split between the different teams attending to different failures. (ie. Network, cable, etc)
4. This being the reason why you might find a team working 3 houses away, but they are not aware of your power failure or is not allowed to assist you.
THE IMPORTANCE OF A REFERENCE NUMBER?
1. Teams are not allowed to attend to any power failure without a reference number.
2. Job cards are issued according to reference numbers and vehicles permitted to leave depots according to this.
3. If any equipment (ie cables, circuit breakers) are required to resolve the problem, it is booked out against a ref number.
4. With frequent cable theft / mini-sub tampering, Metro Police (TMPD) may ask any technician, when found working, for the job card, if none produced, they can be arrested.
5. Should an artisan be injured while attending to a power failure and no valid job card can be given, medical aid and insurance may refuse to pay out.
CORRECTIONS TO MUNICIPAL ACCOUNTS?
1. The best way of controlling your municipal account/s is by registering on e-Tshwane at www.e-tshwane.co.za.
1.1 It allows direct access to statements and to monitor when new statements are issued.
1.2 Meter readings and corrections can be entered directly. Municipalities are allowed to use estimates in calculating service costs as long as there are regular actual meter readings/ audits done
2. The best start for resolving disagreements is to report it immediately and negotiate a "HOLD" on that portion of the account. The issue has, however, to be resolved within 21 days as the account will be released again after that time. If it wasn't resolved you need to request a further extension.
3. When necessary to request a correction to an account (Due to incorrect capturing or substantial inaccurate estimates) send an e-mail to creditcontrol@tshwane.gov.za and meterrecords@tshwane.gov.za. If readings are in dispute include a copy of page 2 of the statement and pictures of the relevant meter(s) that clearly shows the reading and meter number. Also copy the ward councillor
4. It helps to explain what is WRONG and request a specific action, e.g. make a correction and send a new statement.
5. Centurion Customer Care centre (after 10:00) can be visited if there are complex explanations. It is quick and most problems are normally resolved within an hour.
6. Check the billing details on page 2 of the statement EVERY MONTH. The Municipality is allowed to bill with estimates, but please send a message to meterrecords@tshwane.gov.za if no actual readings were recorded for a quarter or longer. check the dates as to when you can submit on e-tshwane website
7. The system of reconciling for estimates is flawless, but residents don’t always follow the process. Final invoicing is calculated from one ACTUAL reading to the next ACTUAL and all provisional invoicing based on ESTIMATES are credited.
HOW TO ESCALATE YOUR SERVICE RELATED PROBLEM TO OUR WARD COUNCILLOR
As regards to the service delivery requests in Ward 59, for any issue ranging from power outages, water leaks, pothole repairs, grass cutting, faulty streetlights, sewerage leaks, manhole covers, illegal dumping etc. here is a guideline.
To ensure your complaint is attended to as quickly as possible, please:
1. Report your issue to the City of Tshwane;
2. Obtain a Reference Number;
3. Send your reference number and address of the issue to your Ward Councillor for "escalation";
As the Ward Councillor do not have access to the City of Tshwane's reporting systems and so he cannot see what issues are logged and what needs to be escalated. He relies on you, the resident, to let him know when you have an issue, and if a matter is resolved or not. He does oversight in his Ward regularly, but a notification via Whatsapp always helps.
You can contact the City of Tshwane Call Centre 24/7 on 0123589999 or 0123582111, where you can speak to a consultant and obtain a reference number. Unfortunately they do not have a 24hr shift system in Tshwane, but the various teams do start operations from 8am daily.
CREDIT CONTROL FOR MUNICIPAL ACCOUNTS
When consumers are 30days in arrears with their municipal accounts, the City will issue reminders and demands for payment. A disconnection notice (green letter) is physically delivered to the debtor's premises who receives a 14-day period to bring the account up to date.
Upon receipt of the 14-day disconnection notice, the customer is recommended to immediately settle the outstanding account/s via e-tshwane or visit the nearest municipal offices for a settlement plan.
Credit Control and customer care counters operate from 07:45 15:15 on Mondays to Fridays. After-hour services are available from 16:00 - 19:00. This enables people who are at work to visit counters after normal operating hours. The offices at the Tramshed, 1st floor Akasia are open on Saturdays from 07:45 to 12:00 to render similar services over weekends, except when the system has to be maintained
GUIDELINES TO SERVICE DELIVERY TIMELINES:
ELECTRICITY
30% of the consumers within 1.5 hours
60% of the consumers within 3.5 hours
90% of the consumers within 7.5 hours
98% of the consumers within 24 hours
WATER:
70% of water complaints should be attended to within 48hours after being reported
70% of sewerage complaints should be attended to within 8hours after being reported
REFUSE BIN :
How to apply for waste bin
You can apply for a waste bin via the City website or at a walk-in centre. You can also walk in at the Waste Management Depot or call the City customer care line.
Complete an application form and submit it electronically to the relevant municipal office (see email addresses below).
If your bin has been stolen or damaged, you need to provide an affidavit together with your application form.
Upon delivery of the bin, you are required to confirm receipt of the bin that it is in working condition by signing the delivery note and supplying your name, surname and contact details.
Offices: 1 Von Willigh Street, Pretoria West
0123589467 | 0123580540 | 0123580515
alfredmb@tshwane.gov.za and copy patriciade@tshwane.gov.za; boitumelomah@tshwane.gov.za; customercare@tshwane.gov.za
Usage guidelines:
Black refuse bins are for Households / Domestic / Businesses. Black refuse bins are for domestic /dry waste and are lifted once a week. Soft garden refuse in a black bag is allowed in the bin.
Green refuse bins are for wet waste for Restaurants / Businesses. They are lifted five, six or seven times a week. In terms of the Health Act, daily refuse removal is compulsory for each business that generates food residue
What NOT to put in a Tshwane Black Household / Domestic Refuge Bin:
▪️Polystyrene,
▪️Light bulbs,
▪️fluorescent bulbs,
▪️Glassware such as Pyrex and mirrors
▪️Electrical items such as microwaves, toasters and hairdryers ext.
▪️recyclable waste, separation at source where possible (Obakeng is an option)
▪️textiles, including duvets and pillows
▪️garden waste (except small amounts of grass cuttings in a bag)
▪️Soil or mud
▪️DIY waste, such as rubble, bricks, plaster or tiles, building rubble
▪️Wet and Dry Chemicals
▪️Poison products
Household Refuse Collection: Wednesday
Garden Refuse Sites: Mon - Sun 8am - 2pm
Landfill Sites: Mon - Fri 8am - 4pm | Sat & Sun 8am - 2pm
COMPLAINTS PROCEDURE FOR NOISE IN A PRIVATE PROPERTY / CLUB
Please send your complaint using the template and send to customercare@tshwane.gov.za AND ehonestop@tshwane.gov.za. If you do not receive a response within 3business days of sending your complaint, please forward your complaint to shaun.wilkinson@gmail.com
Once your complaint is registered on the system, a noise control officer will investigate the problem. The investigation involves several steps and could take several weeks or even months before a finding is issued. Where compliance is not forthcoming, the City will institute legal proceedings which could result in even further delays.
If you are experiencing a continuous noise disturbance/nuisance such as music from a restaurant or night-club, it is important to record as much information as possible before sending a complaint. It is recommend to keep a record of all instances where you have experienced noise disturbance/nuisance such as what time it occurred, how long it occurred, how you were affected, what you have tried to do or report it and so forth.
It helps to also recommend downloading a free decibel meter app on your smartphone to record the environmental noise at the time. Suburban districts during the daytime (06:00 to 22:00) should have a typical rating level of 50 decibels in the outdoors and 40 decibels indoors with windows open. At night-time (22:00 to 06:00), it should have a typical rating level of 40 decibels in the outdoors and 30 decibels indoors with windows open
The more complaints registered will also increase the priority of the investigation and so if you are aware of any neighbours who are affected as well, please inform them to register a complaint using the same process as above.
NON-PERMITTED LAND USE COMPLAINTS
Residents can raise concerns about abandoned properties in terms of health risks (rodents, etc.), incorrect land use, i.e. businesses or communes, or even illegal occupation with the Built Environment and Enforcement Inspectorate.
Because the property is abandoned the owner will probably not be found at the given address so please include all relevant information in order to assist the Inspectorate including a potential estate agent. The Unit also needs an address and contact details of a responsible person with whom they can engage and to issue a contravention notice in terms of the derelict bylaws. They also rely on the community for information which could assist us with the where about of the owner or who is the responsible person for the property (estate agent).
The Municipality won’t physically clean such properties, but deal with such matters in a legislative manner by opening a case docket with the relevant information of the owner.
PREPAID ELECTRICITY TARIFFS (excl VAT)
The suggested practice is to purchase enough units to last you between 4-6 weeks. Try to purchase once a month, otherwise when you keep on purchasing every week, the system automatically picks up what you have purchased in the previous week(s) and then pushes you up into a more expensive tariff block.
Also remember that should someone be in arrears with their water / sanitation / electricity / rates and taxes, then the first 60% of every pre-paid purchase will be used to settle arrears
