Smart-meter rollout leaves eThekwini residents facing disputed bills and disconnection threats

Residents of eThekwini are facing disputes over their water bills and threats of disconnection after the rollout of smart water meters. The eThekwini municipality claims that faulty meters will be repaired or replaced, and that properly lodged disputes should not lead to credit-control actions. However, ratepayers and civic associations have raised concerns over widespread billing errors, large account surges, and threats of unlawful disconnections.

Lourens de Klerk, a resident of eManzimtoti and chairperson of KZN legislature Standing Committee on Oversight (Stacov), reported that his water account increased significantly after the municipality replaced his meter with a smart meter that showed a constant zero reading. He was initially told his account would be placed on hold and the meter replaced, but this did not happen.

De Klerk said he later received a notice threatening water disconnection, which he believes is due to a lack of coordination between the water and electricity departments.

Yogesh Naidoo, chairperson of Reservoir Hills Ratepayers Association, confirmed that they have heard multiple cases of erroneous billing, inflated charges, and threats of disconnection following the installation of smart meters. The association has helped residents lodge formal objections and seek adjustments to abnormal charges, but Naidoo claims that residents are still vulnerable to disconnection while valid disputes are pending.

Senzelwe Mzila, a spokesperson for eThekwini Municipality, stated that the smart meter program is designed to improve billing accuracy and reduce water losses. They claim that faulty meters or irregular readings are inspected and repaired or replaced, and that any confirmed errors lead to adjustments in the account to reflect actual or average consumption. However, Mzila encourages customers with billing or metering concerns to visit their nearest Sizakala Customer Service Centre.