Johannesburg Water has assumed full responsibility for the water and sanitation billing functions previously managed by the City of Johannesburg’s (CoJ) Revenue Shared Services Centre (RSSC), effective 1 July 2025.
This significant development marks a new era in service delivery and customer care for residents and businesses across the city.
“This strategic transition marks a turning point in our continuous commitment to improve service delivery, enhance operational efficiency, and improving accuracy in billing, therefore ensuring greater accountability in our customer billing processes,” says Johannesburg Water’s Managing Director, Ntshavheni Mukwevho.
The transfer includes the full scope of billing operations related to water and sanitation services, and Johannesburg Water has put systems, staff capacity, and customer support mechanisms in place to ensure a smooth transition with minimal disruption to services.
The customer will continue to receive one consolidated statement reflecting all services, including rates, electricity, refuse, water, and sanitation. It is important to note that invoicing for these services remains the responsibility of CoJ. Currently, the billing queries are still being logged through the normal CoJ Call Centre and Regional Offices.
“By managing billing internally, Johannesburg Water will be better positioned to respond directly to customer queries, address discrepancies swiftly, and introduce innovations tailored to our customers’ needs.”
Customers can expect
- Enhanced accuracy in monthly water bills
- Faster resolution of billing queries
- Greater transparency and direct communication with Johannesburg Water.
The transition process has been carefully planned in co-ordination with the CoJ to ensure continuity of service and minimal disruption to residents. Johannesburg Water and the CoJ are also exploring how queries logged through our Call Centre can be integrated into the City’s Customer Relationship Management system to assist in resolving billing queries.
“We thank the CoJ for their collaboration and support in this transition, and we look forward to continuing to serve the residents of Johannesburg with increased efficiency and responsiveness,” said Mukwevho.
