Customers have the right to escalate their billing query if:

• It is older than 30 days;
• Has a reference number older than 30 days;
• Escalate query to the operations manager who has 15 days to resolve query;
• If still no response after the query has been escalated to operations manager, escalate to Assistant
  Director who has 15 days to resolve;
• If not resolved, escalate to Deputy director who has 15 days to resolve;
• If not resolved, next step is billing director who has 15 days to resolve;
• If a customer is still unhappy with the resolution they received from the City, they can contact the
  City's Ombudsman. Complaints must be in writing and signed by the complainant. A complaint form can be downloaded from www.joburgombudsman.org.za.

Each queried account must have the following:

• Account number;
• Reference number;
• Account holder's name and surname;
• Contact details;
• Stand number;
• Area;
• Summary of complaint.

Query resolution process:

• Query has to be logged with valid reference number;
• Relevant information or documentation provided;
• Query then rooted to resolution team for investigation;
• Analysis is done and where needed site visits are conducted;
• Based on findings, account is finalized and outcome is send to customer