City Power vows to fix billing issues and rebuild customer trust

City Power vows to fix billing issues and rebuild customer trust in Joburg

Mapaballo Borotho

R200 monthly prepaid electricity surcharge — Image: Adobe Stock

City Power has reaffirmed its commitment to resolving billing issues and enhancing service for Johannesburg’s biggest electricity users.
CEO Tshifularo Mashava said the utility’s in-house billing system will improve transparency, accuracy, and response times. Despite ongoing improvements.
City Power faces a debt of more than R10.2 billion, limiting its capacity for infrastructure upgrades.

Johannesburg’s energy supplier has reiterated its commitment to resolving long-standing billing challenges and improving customer service for the city’s largest commercial and industrial electricity users.

This was confirmed by City Power CEO Tshifularo Mashava on Thursday, 30 October 2025, during the utility’s Key Customer Forum.

The forum, held under the theme “Powering Collaboration, Enhancing Service,” forms part of City Power’s broader effort to reset relationships with key customers, rebuild trust, and co-create sustainable energy solutions.

“City Power is determined to restore trust and accountability by ensuring accurate billing, timely responses to customer queries, and improved network reliability,” said Mashava.

Mashava emphasised that by bringing the billing process in-house, City Power now has direct oversight of the full customer journey, enabling faster response times, reduced estimation errors, and greater transparency in how accounts are managed.

She added that the recent temporary suspension of all prepaid meter conversions and vice versa forms part of a broader review aimed at ensuring that future conversions are handled accurately, fairly, and efficiently.

Mashava further highlighted City Power’s ongoing work to improve reliability and reduce unplanned outages through targeted network reconfiguration.

At the same time, Executive Mayor of Johannesburg Dada Morero said energy reliability, sustainability, and strong partnerships are central to the City’s growth and development agenda.

“City Power’s success is tied to the strength and stability of our key customers. Together, we can ensure a reliable supply that powers industries, protects jobs, and drives economic recovery.

This engagement marks a new chapter in collaboration, one where City Power and business move forward as partners in progress,” said Mayor Morero.

Despite strong contributions from major customers, City Power continues to face an electricity debt of over R10.2 billion, which limits its ability to invest in critical infrastructure upgrades.