- Families were charged business electricity rates for years, costing them almost R90 000.
- The city ignored repeated requests to fix the mistake until the Public Protector intervened.
- Residents eventually got their money back after months of negotiation, and officials admitted their error.
When 36 families moved into a new residential development in Queens Crescent, Lynnwood, they never expected to be billed as businesses. Instead of being placed on the bulk residential electricity tariff, the City of Tshwane used a commercial rate, leading to inflated monthly bills and overcharging them by more than R89 000.
For years, their management company, Top Charge, sent letters and emails asking the city to correct the mistake. Even though there were acknowledgments that the wrong tariff was applied, no refund was issued. Frustration grew as municipal bills continued to arrive higher than expected.
The Public Protector steps in
With no other options left, Top Charge brought the issue to the Public Protector in February 2024. The investigation confirmed that Tshwane had billed the property incorrectly and delayed issuing the refund, despite having the necessary authority and information.
After several reminders and even a subpoena to city officials, the Public Protector arranged mediation sessions between Tshwane and the complainants. It was only during these meetings that the city finally recalculated the account and recognized a credit of more than R86,000.
Findings of mismanagement
The Public Protector found that Tshwane's failure to promptly fix its billing error constituted mismanagement and improper conduct according to the Constitution and the Public Protector Act.
The investigation showed how poor internal systems and a lack of responsiveness in the municipality harmed ordinary people. This situation forced them into unnecessary debt and stress.
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