What do I pay the municipality for?
Services supplied by the municipality include: water, electricity, refuse removal, sewerage and assessment rates.
How am I billed for municipal services?
You will be sent a monthly statement that details charges. The due date for payment is clearly indicated. Water and electricity charges are based on actual consumption. In the case of debit meters, consumption is determined by readings taken from the meters. In the case of pre-payment meters, the meter will be “charged” with units.
Charges for refuse removal depend on the usage of a property. Businesses, such as restaurants and supermarkets, are charged at a higher fee than domestic consumers because of the nature and volume of the refuse to be collected.
Sewerage charges and refuse charges are levied on an annual basis with the assessment rates account, but can be paid in 12 instalments on receipt of a once-off written application to pay monthly.
How do I make an enquiry?
Contact your nearest municipal office in person, by telephone or by fax. If you speak to someone in person or over the telephone, make sure that you record that person’s name if they are unable to resolve your enquiry immediately. This will be of assistance should you need to follow up your enquiry.
What happens when I make an enquiry?
If the enquiry staff member is unable to solve your query immediately, it will be forwarded to the relevant section or department that will be able to assist. You will be contacted through the means of your choice (telephone, fax, mail or email) and informed of the result.
What can I do if I am dissatisfied with the service I have received?
Make sure you have noted the person’s name who helped you. Ask to speak to that person’s supervisor.Last published 16 March 2016
What are the free basic services?
Registered indigent consumers will receive 6Kl of water and 50kwh of electricity free each month. The free water you receive is worth R23.12 and the electricity is worth about R27.59 during the current financial year. This will vary according to council policy changes.
Will I still receive my free electricity if my free prepayment meter is blocked?
Yes, the computer is programmed to allow you to receive your free token 50 kwh
How do I get free electricity and water?
Only registered indigent customers are entitled to free 6Kl of water and 50kwh units of electricity monthly. If you use more than 6Kl of water, you will be charged with a basic charge, but still get 6Kl free. When you buy electricity, it will only charge units purchased in excess of 50kwh.
Who qualifies for an indigent subsidy?
You will qualify if you are the legal owner or tenant of the property; and the household earns a total gross income less than R1 800 per month.
What benefits will I receive if I qualify for an indigent subsidy?
Bitou Municipality will pay R105.55 towards your municipal account each month, which can be reviewed by Council from year to year.
How do I apply for an indigent subsidy?
Collect and complete an “Indigent Grant Application” form from your nearest municipal enquiry office.
If you are employed you will need certified proof of your income. You will need a certified copy of your identity document. If you are unemployed or a pensioner, you will need to make an affidavit to that effect at a police station or commissioner of oaths.
Submit all the relevant documentation to your nearest municipal office. You will be notified by post if your application is successful.
NOTE: You must reapply for your subsidy before the anniversary date of your first application or your subsidy will fall away.Last published 16 March 2016
How do I determine if there is a water leak on my property?
Try to establish whether there are any damp areas on the ground or on the walls where your pipes run. Make sure that the geyser is not overflowing by checking the overflow pipe on the roof. Check the cisterns of each toilet on the property to ensure that the rubber seal is effective and water is not continually running into the bowl. If a hissing sound can be heard from the water pipes when no taps are running, there is probably a leak.
Make sure that no taps are dripping – a dripping tap can waste more than 200 litres of water a day or about 6.5 Kilolitres a month.
Who is responsible for fixing water leaks?
The municipality maintains and repairs the water mains up to the water meter. The area from the meter to the taps is the responsibility of the owner or tenant, depending on the lease agreement. If you have a leak on the property, contact a private plumbing contractor to make the necessary repairs. It is in your own interest to have a leak repaired immediately as you will be charged at a higher rate as your consumption increases.
If there is a burst pipe or leak on a roadway or pavement report it to Water Services. It is illegal for a consumer or private contractor to tamper with a water meter.
How do I contact Water Services?
You can contact Water Services by telephoning 044 501 3122 or the Water Manager at 044 501 3121
Where can I find details on water quality?
You can download the latest Water Analysis Report dated 31 Oct 2013Last published 16 March 2016
I own my property, why should I pay rates on it?
It is important to remember that the municipality has to fund most projects and maintenance in its area itself. Road maintenance, storm water drainage systems, electricity consumed by street lighting and many other services which directly or indirectly benefit the city’s residents have to be financed. The income from rates charges finances these and other community services.
How does the value of my property affect my rates bill?
Rates are calculated by charging a percentage of the valuation of your property as an annual fee. The higher the value of your property, the higher your rates will be. The value of the property is determined by valuers (contracted) and the resulting value is multiplied by a factor (eg 2.4%) which in turn results in the amount of rates charged. These funds are then used by the municipality to maintain the city infrastructure (eg roads and streetlights.)
What do I do if my service has been cut off because my account is overdue?
Contact the Enquiry Office on 044 501 3035 and establish the full balance owing as well as the reconnection fee. Make these payments and take the receipts to the credit control section where a staff member will arrange for the reconnection of your services.Last published 16 March 2016
Please consult the 2014-2015 Tariffs and Charges sheet [PDF: 2.4MB].
This document contains the latest information on:
Please note: all tariffs and charges exclude VAT
Rates for community halls
Please consult the rate sheet for information on hiring the following community halls:
Note: A rebate of 40% on the tariffs of the community halls is applicable to cultural, educational, welfare, service and non-profit organisations, churches, Voortrekkers, Scouts, Girl Guides, widows and orphans funds, sports clubs and municipal, provincial and state institutions. Written applications for a further rebate from these organisations will be considered on meritLast published 29 June 2016
Where can I find my nearest municipal office?
There are municipal offices in:
Green Valley, Kurland, Kranshoek, Kwanokuthula, New Horizons and Plettenberg Bay.
How do I claim a refund once I have closed my account and a credit balance remains?
When a service cancellation form has been completed, a cheque will be sent to the forwarding address. If you have not received the cheque within 14 days, you should contact the municipal enquiry office and request a refund cheque.
What methods can I use to pay my account?
Bitou Municipality supports the following methods of payment: cash, cheque (if cheque payment history is good), direct deposits to bank accounts, electronic fund transfers (EFT), Easy Pay, and Pay a Bill.
It is vital that you include a valid reference number when making a direct deposit or electronic fund transfer.
Our banking details are as follows:
Bank: Standard bank
Account number: 282032371
Branch Code: 050714
Ref: Include a valid reference number
How do I make a payment in person?
Ensure that you have your account or a copy of the account with you. Visit your nearest municipal enquiry office. Make sure that the cashier counts the money in front of you. Do not accept any receipt other than one printed by the computer. Check your change in front of the cashier. If you leave before checking your change, you are implying that you are satisfied with the transaction. Any error will be much more difficult to resolve at a later staqe. Make sure your account number is printed on the receipts and that the amount is correct.
Why is my direct deposit payment not reflected on my account?
Check that you used the correct account number as a reference. Make sure your payment was made before the account was issued. Remember that this type of payment will only appear on your account a few days after the payment was made. If your payment is still not reflected, contact the main municipal office.
When is my account due?
Accounts are due on the 15th of each month.
When is my statement posted?
Account statements are posted on the 25/26th of each month.
What should I do if I don’t receive an account?
The municipality makes every effort to print accurate statements and have them posted timeously. However, outside parties are used for the actual delivery, which means the municipality cannot guarantee you will receive your statement in time. If the due date is near and you have not yet received your statement, request a copy from your nearest enquiry office. If you fail to pay your account in time, you will be liable for credit control action even if you have not received your account yet, as your account will have been sent in good faith. The onus is on you to request a duplicate statement.
When is interest charged on an account?
You will be charged interest if you pay after the due date or you pay less than the amount required.
Why do I still receive a statement after I have closed my account?
Although the account is closed, payment is due for services supplied. Readings are six to eight weeks behind.
What happens if I fail to pay my municipal account?
If you do not pay your account by the due date, you will be liable for credit control action. If you use a conventional electricity meter, the supply to that property may be suspended until the arrears and penalty fee have been paid in full. If you use a prepaid electricity meter, a blocking will be placed on vending computers to prevent you from buying electricity until all arrears have been settled in full. Legal action will be instituted should these measures fail to recover the arrears.
When will my electricity be disconnected?
If not paid on or before the due date it may be terminated without further notice.
If my electricity has been blocked or disconnected, whom should I contact?
You should phone 0861 888225 or 044 501 3031 or 044 501 3022.
What should I do if I don’t understand my account?
Contact the enquiry desk in person, by telephone or by fax
What should I do if I think my account is incorrect?
Contact the enquiry desk in person, by telephone or by fax.
What should I do if I am approached by people who claim they can reduce my monthly electricity or water account?
Telephone the relevant municipal department for advice. Do not allow anyone to tamper or interfere with your meter or pipes/cables leading to the meter. It is illegal for a consumer or private contractor to tamper with a water/electricity meter. You will be held liable if your meter is tampered with.Last published 16 March 2016