How to pay Council Bills

The City’s Revenue Management Unit aims to always simplify processes so customers are able to transact accordingly. Hence, various payment methods have been implemented to ensure safe and efficient payment of your municipal bill. 

CHECKING YOUR BALANCE AND RECEIVING NOTIFICATIONS ONLY:
Via the Internet: Query your account balance here (please note that this database is only updated once a month)
Sign up for electronic notification of accounts here


Direct Debit

Long regarded as the safest and most convenient payment method. More than 33 000 current customers have authorised an automatic deduction from a nominated bank account each month in payment of each Metro bill. For this option, customers only need to ensure that sufficient funds are available in their bank account on the agreed date each month. No further effort is necessary, and customers need not be concerned about making these monthly payments. Maximum withdrawal limits are set by the customer.
All customers who have bank accounts are encouraged to consider moving to the debit method.

Customers can apply for a direct debit via eServices, alternately contact the Revenue Department (Tel 031 324 5000) or dborder@durban.gov.za and the application form will be provided. 

Electronic Payments

There has been growth in the number of business and residential customers opting to pay their bills via the internet or electronic transfer facilities that are being offered by the various banking institutions.

However, customers who use this payment option are reminded that payment receipt is not instantaneous, and several days delay can occur between the customer’s payment authorisation and the Department receiving the funds via the banking institution.

It is absolutely vital that the customer’s name and account number are correctly included in the authorisation instructions. If these are missing or incorrectly recorded, the account will NOT be credited, and the customer will be in arrears.

Our Banking Details:

Bank: First National Bank
Account Beneficiary Name: eThekwini Municipality Electronic Deposit Account
Account Number: 63165746323

Masterpass:

Masterpass is an online facility that allows customers to make payments from their mobile devices at their convenience. This facility is available to all eServices customers, and requires a customer to download their bank’s Masterpass app in order to “Scan to Pay”. Masterpass is also available via the eThekwini Municipality app whereby a customer can view their latest and click “Pay Bills” which will direct the customer to their bank’s Masterpass app to complete the payment.

 

SA Post Office:

Bills can be paid at any post office facility throughout the country, and this option is widely used. Most payments made are received within a day or two - and this method has proved to be popular for the payment of current bills.

 

Payment at retail outlets:

Bills can be paid through our third-party collectors at the following retail outlets:

1.       Pick n Pay

2.       Shoprite

3.       Checkers

4.       Shoprite U-Save

5.       Boxer

6.       Ackermans

7.       Builders

8.       Cambridge Food

9.       Flash retail outlets

10.   Game

11.   Makro

12.   Pep

13.   Rhino Cash & Carry

14.   Spar

15.   Top It Up

 

These facilities are ideal for our customers who like to pay their bills outside normal office hours. Please note that credit card payments are also accepted at these venues.

 

Municipal Offices

 

The Revenue Banking Halls and Sizakala Centres have Cashiers and payments can be made at these offices using cash or debit card facilities. Payments made at these paypoints are processed promptly onto the billing system. Customers who are already in arrears with an account payment and fear immediate disconnection of services are urged to use these facilities for payment.

We currently have debit card facilities available at the following offices:

​Florence Mkhize Building
​Hillcrest
Chatsworth​
​Umhlanga Rocks
​Rotunda
​Umlazi Mega City
​Phoenix
​Winklespruit
​Metro Water
Pinetown Civic​
​Shallcross
​No Lunch

SECTION A — GENERAL ENQUIRIES & OFFICE OPERATIONS

Hello, I would like to know your office hours.

Good day! Our offices are open as follows:

Monday to Friday: 07:30 – 15:30

Saturday: 07:30 – 11:30

Sundays and Public Holidays: Closed

Please note that certain Sizakala Customer Service Centres may have different operating hours. Would you like to find your nearest centre?

Hello, where and how do I pay for my municipal account?

Good day! You can pay your municipal account at the following locations:

• Municipal Offices and Sizakala Customer Service Centres (cash and debit card)

• Third-party vendors (e.g. Pick n Pay, Checkers, Post Office)

• Online via EFT or Direct Deposit / Bank Transfer

• Scan to Pay via e-Services portal: eservices.durban.gov.za or the Ethekwini app

• WhatsApp via Scan to Pay: 064 761 7930

 

Can I pay with a personal cheque?

Unfortunately, personal cheques are not accepted. Accepted payment methods are Cash, Bank-Guaranteed only for Bulk customers EFT, Direct Deposit, and Bank Transfers.

 

SECTION B — PROPERTY REGISTRATION & NEW SERVICE CONNECTIONS

Hello, I have just purchased a property and need to register for services. Can I register online?

Good day! Welcome. Yes — you can register for municipal services online through the eThekwini e-Services portal. Please click the link below to begin your application:

🔗 Online Property Registration & New Service Connection: https://eservices.durban.gov.za

You will need to create an account or log in before submitting your application. Alternatively, you are welcome to visit any Municipal Office or Sizakala Customer Service Centre to register in person.

What is the deposit for a new connection?

The deposit amount depends on whether the property is Residential or Business/Commercial. May I ask which type of property this is?

It is a Residential Property.

Thank you. For Residential properties, the deposit is determined by the municipality's tariff schedule. Please click the link below to view the current deposit tariffs:

🔗 Residential Deposit Tariffs: [https://www.durban.gov.za/uploads/0000/6/2025/08/10/final-tariff-tables-2025-2026.pdf  — Residential Deposit Tariffs]

To begin your online registration: https://eservices.durban.gov.za

What documents are required to complete the registration?

For a Residential registration, you will need:

• Certified copy of your Identity Document (ID)

• Proof of ownership (Title Deed or Deed of Sale)

• Completed Application for Services form (available online or at any office)

• Proof of deposit payment

🔗 Full document list: [https://correspondence.durban.gov.za/ — Residential Registration Documents]

🔗 Apply online: https://eservices.durban.gov.za

What about a Business Property?

For Business/Commercial properties, deposit tariffs and document requirements differ from residential. Please click the link below for the full details:

🔗 Business/Commercial Deposit Tariffs & Documents: [https://www.durban.gov.za/uploads/0000/6/2025/08/10/final-tariff-tables-2025-2026.pdf — Business/Commercial Registration]

🔗 Apply online: https://eservices.durban.gov.za

You are also welcome to visit your nearest Municipal Office where an official will guide you through the process.

 

SECTION C — RATES REBATES

Hello, who can apply for a Rates Rebate?

Good day! All registered owners of properties may apply for a Rates Rebate, provided certain requirements are met. Eligibility depends on the Category of Owner and the Category of Property, in line with the eThekwini Rates Policy.

🔗 Apply for a Rates Rebate Online: [INSERT LINK— Rates Rebate Online Application]

Would you like more information on the categories or the documents required?

Once granted, will I receive the Rates Rebate for life?

No — the Rates Rebate is subject to an Annual Renewal process. You will receive a notice when the renewal period commences. Failure to renew timeously will result in the rebate being removed from your account.

How long does it take for a Rates Rebate to be approved?

Processing times may vary depending on the volume of applications received. You will be notified once your application has been assessed. For urgent enquiries, please contact your nearest Municipal Office or call our Customer Services line.

Can I apply for a Rates Rebate online?

Yes! You can now apply for a Rates Rebate online through the eThekwini e-Services portal.

🔗 Apply for a Rates Rebate Online: [INSERT LINK — Rates Rebate Online Application]

You will need to register or log in to the portal before submitting your application. Alternatively, you may still visit any Municipal Office or Sizakala Customer Service Centre to apply in person.

Hello, what documents do I need when applying for a Rates Rebate?

Good day! The documents required depend on the Category of Property and Rebate Type. In general you will need:

• Completed Rates Rebate Application Form (available on the online portal)

• Proof of Ownership (e.g. Title Deed)

• Certified copy of your Identity Document

• Latest municipal account statement

🔗 Full requirements per rebate category: [INSERT LINK — Rates Rebate Requirements]

🔗 Apply Online: [INSERT LINK — Rates Rebate Online Application]

 

SECTION D — PAYMENT ARRANGEMENTS & DEBT

Hello, I owe the municipality for services. How do I make a payment arrangement?

Good day! To arrange a suitable payment plan, please visit your nearest Municipal Office or Sizakala Customer Service Centre. Please bring:

• Your latest municipal account statement

• Your Identity Document (ID)

If I cannot make it in person, can I send a representative on my behalf?

Yes, you may send a representative. They will need to bring:

• A letter of authority signed by you

• A certified copy of your Identity Document

• Their own original Identity Document

What happens if I miss a payment arrangement instalment?

If a payment arrangement instalment is missed, the arrangement may be cancelled, and the full outstanding balance will become due immediately. Your account may also be flagged for disconnection or further credit control action. We advise that you contact us immediately if you are unable to meet an instalment.

Can I make a payment arrangement online or by phone?

Payment arrangements currently require an in-person visit to a Municipal Office. However, you can dial *134*031# via USSD or visit eservices.durban.gov.za to view your account balance and statement before your visit.

 

 

SECTION E — BILLING ENQUIRIES

Hello, I received my bill and I do not understand the charges. Can you explain?

Good day! Your municipal bill includes charges for the services connected to your property, which may include:

• Water consumption and sewerage (based on meter reading)

• Electricity consumption (based on meter reading or prepaid top-up)

• Property Rates (based on the municipal valuation of your property)

• Refuse Removal (flat monthly charge)

• Any applicable levies or sundry charges

Would you like more detail on any specific charge?

My bill is much higher than usual this month. Why?

A higher-than-usual bill can be caused by several factors:

• An actual meter reading was taken after a period of estimated billing — bringing the account up to date

• A water or electricity leak on your property

• A change in tariff rates at the start of a new financial year (July)

• Meter misread — which can be disputed and investigated

If you believe there is an error, please request a re-read or dispute via eservices.durban.gov.za or visit your nearest customer service centre.

What is an estimated bill?

An estimated bill is issued when a meter reader could not access your property to obtain an actual reading. The estimate is based on your recent average consumption. Once an actual reading is obtained, your account is adjusted accordingly — which may result in a higher or lower bill depending on your actual usage.

I think my bill is incorrect. How do I dispute it?

You can dispute a billing error in the following ways:

• Online: log a query on eservices.durban.gov.za

• In person: visit any Municipal Office or Sizakala Centre with your account statement and ID

• WhatsApp: 064 761 7930

A billing dispute will be investigated and you will be notified of the outcome. We recommend that you continue paying the undisputed portion of your account while the dispute is being resolved.

How long will it take to resolve my billing dispute?

Billing disputes are investigated as promptly as possible. Resolution times may vary depending on the complexity of the query. You will be notified of the outcome via your preferred contact method. For urgent matters, please visit your nearest customer service centre.

I have not received my bill this month. What should I do?

Good day! There are several reasons why you may not have received your bill:

• Your bill may have been sent to an incorrect email or postal address on record

• You may not yet be registered for e-billing

You can view and download your bill on the following platform

1.       Registering on our e-Services portal at eservices.durban.gov.za

2.  WhatsApp: 064 761 7930

How do I register to receive my bill by email?

To receive your bill by email, please register on our e-Services portal at eservices.durban.gov.za. Once registered and linked to your municipal account, your bill will be sent to your registered email address each month. You will no longer receive a paper bill.

I do not have internet access. How can I view my account?

No internet access? No problem. You can:

• Dial *134*031# from any mobile phone (no data required) to access your account balance

• Visit your nearest Municipal Office or Sizakala Customer Service Centre for a printed statement

• Contact our Customer Services centre for assistance

Why did my bill increase in July?

Municipal tariffs — including rates for Water, Electricity, Sewerage, and Refuse Removal — are reviewed and updated at the beginning of each new financial year, which starts on 1 July. Any increase approved in the annual budget will be reflected in your July bill. The updated tariff schedule is published on the eThekwini Municipality website.

Where can I find the current tariff schedule?

You can access the current approved tariff schedule on the eThekwini Municipality website. Please click here: [https://www.durban.gov.za/uploads/0000/6/2025/08/10/final-tariff-tables-2025-2026.pdf — Tariff Schedule]. The schedule is updated annually in July.

 

SECTION F — METER READING ENQUIRIES

Hello, can I submit my own meter reading?

Yes! You are encouraged to submit your own meter reading to avoid estimated bills. You can do so through the following channels:

• e-Services portal: eservices.durban.gov.za

• USSD: Dial *134*031#

• WhatsApp: 064 761 7930

NB!! Readings must be submitted within the scheduled reading window for your area each month.

How do I read my own water meter?

To read your water meter:

1. Locate the meter box — usually on the boundary of your property near the street

2. Open the cover and read the digits from left to right

3. Note the full reading including leading zeros (e.g. 00235)

4. Submit the reading via e-Services: eservices.durban.gov.za or USSD*134*031# or WhatApp 064 761 7930 or at your nearest customer service centre

If the meter is difficult to read or appears damaged, please report it so we can arrange a maintenance visit.

How do I read my electricity meter?

To read your electricity meter:

1. Locate your meter — usually on an external wall or in a meter box

2. Read the digits displayed from left to right, ignoring any red digits or digits after the decimal point

3. Submit via e-Services, USSD *134*031#, or WhatsApp 064 761 7930 or eservices.durban.gov.za or at your nearest customer service centre

For smart or prepaid meters, your readings are captured automatically or at the point of purchase.

A meter reader came to my property, but I was not home. What happens now?

If our meter reader was unable to access your property, an estimated reading will be applied to your account for that month. To avoid this, you can:

• Submit via e-Services, USSD *134*031#, or WhatsApp 064 761 7930 or eservices.durban.gov.za or at your nearest customer service centre

• Ensure your meter is accessible for the scheduled reading

• Arrange for someone to be at the property during the reading period

My meter is inside the property, and I am usually at work when the reader comes. What can I do?

We recommend that you submit your own reading each month using Submit via e-Services, USSD *134*031#, or WhatsApp 064 761 7930 or eservices.durban.gov.za or at your nearest customer service centre. This will ensure accurate billing regardless of access constraints. Alternatively, you can leave a key or arrange access with a trusted neighbour.

I think my water meter is faulty. The reading looks too high. What should I do?

If you believe your meter is faulty or inaccurate, you can:

• Log a meter inspection request on eservices.durban.gov.za

• Visit your nearest Municipal Office with your account statement

• Request a meter test — note that a fee may apply if the meter is found to be accurate

In the meantime, we recommend checking for any leaks on your property, including toilets, taps, and underground pipes.

My meter has been damaged. Who is responsible for replacing it?

The municipality is responsible for the meter up to the connection point. If the meter has been damaged due to normal wear or a fault, please report it to us immediately via eservices.durban.gov.za or at your nearest Municipal Office. If the damage was caused by negligence on the property owner's side, repair costs may be charged to the account.

My water bill is extremely high this month. I think I have a leak. What should I do?

High water consumption is often caused by an undetected leak. We recommend the following steps:

1. Check all taps, toilets, and geysers for visible leaks

2. Close all water outlets and check whether your meter dial is still moving — if it is, you likely have a leak

3. Check underground pipes if no visible leak is found

4. Report the suspected leak to the municipality — you may be eligible for a leak adjustment on your account once the leak has been repaired and proof of repair is provided.

Please visit your nearest Municipal Office or log a query on eservices.durban.gov.za to request a leak adjustment.

Can I get a discount if I had a leak that has now been repaired?

Yes — you may be eligible for a Leak Adjustment if:

• The leak was confirmed (by a plumber or our team)

• The leak is undertaken

• The leak has been repaired

• Supporting documents (e.g. plumber's report or receipt) are submitted

Leak adjustments are assessed on a case-by-case basis and are subject to approval. Please visit your nearest Municipal Office or submit your request via eservices.durban.gov.za.

 

SECTION G — DIGITAL SELF-SERVICE & eSERVICES

How do I register on the e-Services portal?

You can register on the e-Services portal by visiting eservices.durban.gov.za and clicking 'Register'. You will need:

• Your municipal account number

• A valid email address

• Your South African ID number

Once registered, you can view your bill, submit meter readings, make payments, and log queries online.

What can I do on the e-Services portal?

The e-Services portal allows you to:

• View and download your monthly bill

• Submit meter readings for Water and Electricity

• Make online payments

• Update your contact and banking details

• Log and track billing queries

• Apply for certain services

• Register to receive your bill by email

How does the USSD service work?

The USSD service is available to all customers on any mobile phone — no internet or smartphone required. To use it:

1. Dial *134*031# from your mobile phone

2. Follow the on-screen menu prompts

3. You can check your account balance and submit a meter reading

This is a free service

Is there a mobile app I can use?

Yes! The eThekwini Municipality mobile app is available for download. To use the app, you must first be registered on the e-Services portal at eservices.durban.gov.za and link your municipal account. The app provides the same functionality as the e-Services portal on your mobile device.

Can I use WhatsApp to deal with my account?

Yes — eThekwini offers a WhatsApp service for Electricity meter readings. Send your reading to 064 761 7930 . This channel is currently available for Electricity readings only. Additional services may be added in future.

 

SECTION H — PREPAID ELECTRICITY & TOKENS

Where can I buy prepaid electricity?

You can purchase prepaid electricity tokens at:

• Municipal Offices and Sizakala Centres

• Third-party vendors (Pick n Pay, Checkers, Post Office, Flash retailers)

• Online via the Ethekwini app

You will need your meter number (printed on your prepaid meter) to purchase.

I entered my prepaid electricity token but it is not working. What do I do?

If your token is not loading, please try the following:

1. Ensure you are entering the 20-digit token correctly — double-check each digit

2. Check that your meter has not been blocked due to a debt on the conventional account linked to it

3. Check whether the token was purchased for the correct meter number

If the problem persists, please contact us via eservices.durban.gov.za or visit your nearest Municipal Office with your proof of purchase.

My prepaid meter is blocked and I cannot load electricity. Why?

A prepaid meter may be blocked if there is an outstanding municipal debt linked to your property account. When you load your next token, a portion of your purchase will be deducted to recover the debt (known as a debt recovery mechanism). If your meter appears fully blocked, please visit your nearest Municipal Office with your ID and account details so we can assist you.

 

SECTION I — INDIGENT SUPPORT & REGISTRATION

Hello, what is the indigent support programme and who is it for?

Good day! The eThekwini Municipality Indigent Support Programme is a subsidy offered to qualifying low-income households to assist with the cost of basic municipal services. Registered indigent households receive free basic allocations each month for:

• Water: 6 kilolitres per household per month

• Electricity: 65 kWh per household per month (conventional & prepaid metered accounts)

• 100% Sewerage and Sanitation (linked to the free water allocation)

• 100% Refuse Removal

Additionally, registered indigent property owners may qualify for a 100% Property Rates Rebate. The programme is funded by the municipality to ensure that the most vulnerable residents have access to essential services.

How do I know if I qualify for indigent support?

To qualify for indigent support, a household must meet all of the following criteria:

• The combined gross monthly household income must fall below the threshold set in the municipality's
    Indigent Policy (currently a maximum equivalent to two social grants, reviewed annually)

• The applicant must be the registered owner or a qualifying occupant of the property

• The property must be used for residential purposes

• The property must be connected to municipal services

Households earning above the income threshold, or those owning multiple properties, do not qualify.

🔗 To Apply at Municipal Offices and Sizakala Centres

I receive a social grant. Does that count as income for the assessment?

Yes — social grants are included as income for the indigent assessment. However, many households that receive only one or two social grants (such as an Old Age Grant or Disability Grant) may still qualify, depending on the total combined household income. Each application is assessed individually.

I am renting the property. Can I still apply for indigent support?

The Indigent Support Programme is primarily designed for owner-occupiers. If you are a tenant, the subsidy may need to be applied through the registered property owner. We recommend visiting your nearest Municipal Office or Sizakala Centre so that an officer can assess your specific situation and advise you accordingly.

How do I register as indigent with the municipality?

To register for indigent support, you can apply online or in person.

1. Visit your nearest Municipal Office or Sizakala Customer Service Centre

2. Request and complete the Indigent Registration / Application Form

3. Submit all required supporting documents (see next question for the full list)

4. An assessment will be conducted by a municipal official

5. You will be notified of the outcome of your application

Can I apply at any Municipal Office or Sizakala Centre?

Yes — you can apply at any of our Municipal Offices or Sizakala Customer Service Centres across eThekwini.

Can someone else submit the application on my behalf?

Yes, a representative may assist you. They must bring:

• A letter of authority signed by you authorising them to act on your behalf

• A certified copy of your Identity Document

• Their own original Identity Document

• All required supporting documents for the application

Please note that certain declarations on the application form must still be made by the applicant — your representative cannot sign in your place for those sections.

What documents do I need to bring when applying for indigent support?

Please bring the following documents. All certified copies must be dated within the last 3 months:

IDENTITY & HOUSEHOLD MEMBERS:

• Certified copies of South African Identity Documents (ID / Smart Card) for ALL household members

• For minors: certified copies of birth certificates

• Proof of marital status if applicable (marriage certificate or affidavit)

PROOF OF INCOME:

• Latest payslip(s) for all employed household members

• SASSA letter or grant card confirming social grant(s) received

• Pension fund or annuity statement (if applicable)

• Affidavit confirming no income — required for any household member who is unemployed and receives no grants

PROPERTY & RESIDENCE:

• Proof of residence (utility bill, lease agreement, or letter from traditional/ward authority)

• Proof of ownership — Title Deed or Deed of Sale (for registered owners)

• Your latest municipal account statement

Where can I get my documents certified?

Documents can be certified at:

• Any South African Police Service (SAPS) station

• A Commissioner of Oaths (available at Municipal Offices, banks, and post offices)

• Sizakala Customer Service Centres

Certifications must be done by an authorised Commissioner of Oaths and must be clearly dated. Certifications older than 3 months will not be accepted.

If I am approved as indigent, what benefits will I receive?

Registered indigent households receive the following monthly benefits:

• Water: 6 kilolitres free per month

• Sewerage: Free basic sewerage linked to the water allocation

• Electricity: 65 kWh free per month (conventional metered accounts)

• Refuse Removal: Free basic solid waste collection

• Property Rates: Up to 100% Rates Rebate on the primary residential property (subject to the Rates Policy and municipal valuation threshold)

All benefits are applied directly to your municipal account as credits. Consumption beyond the free allocations is charged at the applicable tariff.

Will I still receive a municipal account / bill if I am registered indigent?

Yes — you will still receive a monthly municipal account statement. It will reflect the free basic allocations as credits. If your consumption exceeds the free allocation, you will be billed for the excess at the standard tariff. We recommend monitoring your usage regularly to avoid unexpected charges.

I have a prepaid electricity meter. How will my free units be applied?

For registered indigent households with prepaid meters, the 65 kWh free basic electricity allocation is loaded automatically onto your prepaid meter each month. You do not need to purchase or request it separately. If you need more than 65 kWh in a month, you can purchase additional units as usual.

How long does it take to find out if my indigent application has been approved?

Processing times vary depending on the volume of applications. In general, you can expect to receive an outcome within 30 working days of submitting a complete application with all required documents. You will be notified via your registered contact details. If you have not received feedback after 30 working days, please follow up at the office where you submitted your application. 

How do I check the status of my indigent application?

You can check the status of your application by:

• Visiting the Municipal Office or Sizakala Centre where you submitted your application

• Calling our Customer Services line — please have your account number and ID number ready

Online status checking for indigent applications is not yet available. We will advise when this option becomes available.

My indigent application was rejected. What can I do?

If your application was rejected, you have the right to appeal. Please take the following steps:

1. Request written reasons for the rejection from the Municipal Office

2. Review the reasons carefully and gather any additional supporting documentation

3. Submit a formal appeal or a fresh application with the updated information

For assistance with the appeals process, please visit your nearest Municipal Office or Sizakala Centre.

I was registered as indigent last year. Do I need to renew my registration?

Yes — indigent registration is subject to an Annual Renewal. Your eligibility is reassessed each year to confirm that your household income and circumstances still meet the qualifying criteria. You will receive a notice when the renewal period commences.

If you do not renew your registration, the indigent subsidy will be removed from your account at the end of the current registration period.

What documents do I need for the annual renewal?

For the annual renewal, you will need the same documentation as the original application — all updated and freshly certified:

• Updated certified copies of Identity Documents for all household members

• Updated proof of income (latest payslips, SASSA letters, pension statements)

• Fresh affidavit of no income (if applicable)

• Proof of residence

• Your latest municipal account statement

All certifications must be dated within the last 3 months.

What happens if I miss the annual renewal deadline?

If the renewal deadline is missed, your indigent subsidy will be removed and you will be billed at the full standard tariff going forward. To reinstate your subsidy, you will need to submit a fresh application with all required documents. Please be aware that there may be a period of full tariff billing while the new application is being processed.

My household income has changed since I registered as indigent. What must I do?

It is your responsibility to notify the municipality of any material change in your household circumstances — including changes in income, employment status, or the number of household members. If your income increases above the qualifying threshold, you are required to inform us and your indigent status will be reviewed and may be withdrawn.

Failure to report a material change may be considered fraudulent and could result in recovery of benefits received.

A household member who was unemployed has now found work. Must I report this?

Yes. Any change in household income must be reported. Please visit your nearest Municipal Office or Sizakala Centre to update your household information. The municipality will reassess your eligibility. If the combined household income now exceeds the threshold, your indigent registration may be removed.

A household member has passed away. Do I need to update my indigent application?

Yes — if a household member has passed away, please notify us so that the household composition and income details can be updated. Please bring a certified copy of the death certificate when you visit. This update may affect your eligibility calculation, and in some cases may result in a favourable reassessment.

I have been told my indigent status has been removed. Why would that happen?

Indigent status may be removed for the following reasons:

• Failure to renew registration by the annual deadline

• A change in household income placing the household above the qualifying threshold

• Discovery of fraudulent or inaccurate information in the original or renewal application

• The property is no longer used for residential purposes

• The property has been sold or transferred to a new owner

If you believe your status was removed in error, please visit your nearest Municipal Office with your supporting documents to request a review.

Can I re-apply if my indigent status was removed?

Yes — you may re-apply at any time if your household circumstances once again meet the qualifying criteria. Please visit your nearest Municipal Office or Sizakala Centre with all required documentation. A fresh assessment will be conducted.

What are the consequences of submitting a fraudulent indigent application?

Fraudulent indigent applications are taken very seriously. If it is determined that false information was provided to obtain indigent support, the municipality will:

• Remove the indigent registration with immediate effect

• Recover all benefits unlawfully received, backdated to when the false information was provided

• Take appropriate legal action where the circumstances warrant it

We encourage members of the public to report suspected indigent fraud to the municipality through our Customer Services channels.

If I am registered indigent, do I automatically get a Property Rates Rebate?

Registered indigent property owners may qualify for a Property Rates Rebate of up to 100% on their primary residential property. However, the Rates Rebate is governed by the Rates Policy and is subject to the property's municipal valuation falling within the prescribed threshold. It is not applied automatically — you must ensure it is included as part of your indigent registration and assessed accordingly.

I am registered as indigent but I am still being charged full property rates. Why?

There are a few possible reasons:

• Your Rates Rebate application may still be under review

• Your property valuation may exceed the threshold for the indigent Rates Rebate

• There may be a processing or administrative delay

Please visit your nearest Municipal Office with your account statement and indigent registration documentation so we can investigate and resolve this for you

Can you give me a quick summary of all the free services I receive as a registered indigent household?

Certainly! Here is a full summary for registered indigent households in eThekwini:

• Water: 6 kilolitres free per month

• Electricity: 65 kWh free per month (auto-loaded for prepaid; credited for conventional metered)

• Sewerage: Free basic sewerage linked to the water allocation

• Refuse Removal: Free basic solid waste collection

• Property Rates: Up to 100% Rates Rebate (subject to valuation threshold and Rates Policy)

• Registration: Annual renewal required — you will be notified when renewal opens

Consumption beyond the free allocations is billed at the applicable tariff. Would you like help with anything else?

 

SECTION J — ACCOUNT MANAGEMENT & STATEMENTS

I am selling my property. How do I obtain a Rates Clearance Certificate?

To obtain a Rates Clearance Certificate (RCC), all outstanding municipal debt on the property must be settled in full, including any advance payment for the period requested. You can apply:

• Online via the eThekwini Revenue Clearance System (once live): [INSERT LINK]

• Through your conveyancer or attorney, who will submit the application on your behalf

The RCC is valid for a defined period and will include a watermark in line with municipal policy. Processing times depend on the volume of applications.

I have moved. How do I update my address on my municipal account?

To update your contact or postal address, please:

• Log in to the e-Services portal at eservices.durban.gov.za and update your details under your account profile, or

• Visit any Municipal Office or Sizakala Centre with your Identity Document

Keeping your details up to date ensures you receive your bill and important communications.

How do I update my banking details for a debit order?

To update your banking details for a debit order, please visit your nearest Municipal Office with:

• Your Identity Document

• A recent bank statement or cancelled cheque confirming your new banking details

For security reasons, banking detail changes cannot be processed online and must be done in person.

I have sold my property. How do I close my municipal account?

To close your municipal account on transfer of a property:

• Your conveyancer will request a Rates Clearance Certificate as part of the transfer process

• Once the property is transferred, the account will be updated to reflect the new owner

• Any credit balance on your account at the time of closure will be refunded to you

Please ensure all outstanding amounts are settled before the transfer date.

My services have been disconnected. What do I need to do to get reconnected?

To be reconnected, you will need to:

• Settle the full outstanding balance on your account, OR

• Enter into an approved payment arrangement at your nearest Municipal Office

Once payment is confirmed or an arrangement is in place, a reconnection order will be issued. Please note that a reconnection fee may be applicable. Reconnection is generally processed within one business day after payment is confirmed.

Can I get reconnected on the same day I pay?

Same-day reconnection is possible but cannot be guaranteed. It depends on the time of payment confirmation and the operational capacity of the reconnection team in your area. We recommend making payment as early in the day as possible and keeping your payment confirmation ready.

 

SECTION K — REFUND APPLICATIONS

Hello, I believe I have a credit on my municipal account. Am I entitled to a refund?

Good day! If your municipal account reflects a credit balance, you may be entitled to a refund. Common reasons for a credit balance include:

• Overpayment on your account

• A billing adjustment or reversal that resulted in a credit

• A deposit refund after services have been terminated and the account is closed

• A credit following a successful billing dispute or leak adjustment

To confirm your credit balance, you can view your statement on the e-Services portal at https://eservices.durban.gov.za or WhatsApp 064 761 7930.

How do I apply for a refund of the credit on my account?

You can apply for a refund via WhatsApp 064 761 7930 or  online through the eThekwini e-Services portal. Here is how:

 

1. Register or log in at the e-Services portal: https://eservices.durban.gov.za

2. Once logged in, navigate to the Refund Application section

3. Complete the online refund application form

4. Upload the required supporting documents

5. Submit your application — you will receive a reference number

🔗 Apply for a Refund Online: [https://correspondence.durban.gov.za/ — Refund Application Portal]

You must be registered on the e-Services portal before you can submit a refund application. Would you like help registering?

I am not registered on e-Services. Can I still apply for a refund?

Yes, but you will need to register first in order to use the online refund application. Registration is quick and free:

🔗 Register on e-Services: https://eservices.durban.gov.za

You will need your municipal account number, South African ID number, and a valid email address to register.

Alternatively, if you are unable to register online, you may visit your nearest Municipal Office or Sizakala Customer Service Centre to submit a refund application in person.

Can I apply for a refund in person at a Municipal Office?

Yes — if you prefer to apply in person or cannot access the online portal, you may visit any Municipal Office or Sizakala Customer Service Centre. Please bring:

• Your Identity Document (ID)

• Your latest municipal account statement reflecting the credit balance

• Your banking details (bank name, account number, branch code) for the refund payment

• Any supporting documents relevant to the reason for the credit (e.g. payment receipt, adjustment letter)

What documents do I need to submit when applying for a refund?

The following documents are required for a refund application:

·       Fully completed refund application form

• Copy of your Identity Document (ID / Smart Card)

• Your latest municipal account statement showing the credit balance

• Proof of payment (if the credit is due to an overpayment)

• Your banking details — a recent bank statement or cancelled cheque confirming:

   – Bank name

   – Account holder name

   – Account number

   – Branch code

• Any additional supporting documents depending on the reason for the credit (e.g. plumber's invoice for a leak adjustment credit, adjustment letter from the municipality)

Please ensure all documents are clear and legible when uploading online.

How long will it take to receive my refund after I apply?

Once your refund application has been submitted with all required documents, processing typically takes up to 30 working days. The refund will be paid directly into the banking account you have provided. Please ensure your banking details are correct when submitting your application, as incorrect details will delay your payment.

You will be notified once your refund has been processed. If you have not received your refund within 30 working days of submission, please follow up with our Customer Services team.

How will I receive my refund — by cash or bank transfer?

Refunds are processed by Electronic Funds Transfer (EFT) directly into your nominated bank account. Cash refunds are not issued. Please ensure you provide accurate and up-to-date banking details when submitting your application.

Can the refund be credited back to my municipal account instead of being paid out?

Yes — if you prefer, a credit balance on your account can remain on your account to offset future billing charges. In that case, you do not need to submit a refund application — the credit will simply carry forward and reduce your next bill(s). If you would like the credit applied to your account rather than paid out, no action is required on your part.

I have sold my property and closed my municipal account. How do I get my deposit back?

When a municipal account is closed, any deposit held and remaining credit balance will be refunded to you after all outstanding charges have been deducted. To initiate your deposit refund:

1. Ensure all outstanding charges on the account have been settled

2. Confirm the account has been formally closed (your conveyancer will handle this as part of the property transfer process)

3. Apply for your refund online at: [https://correspondence.durban.gov.za/ — Refund Application Portal]

   OR visit your nearest Municipal Office with your ID and banking details

🔗 Apply Online: [https://correspondence.durban.gov.za/ — Refund Application Portal]

Refunds are processed by EFT and may take up to 30 working days after the account closure is confirmed and all charges are finalised.

What if I have closed my account but have not received my deposit refund?

If your account has been closed and you have not received your deposit refund within 30 working days, please:

• Check that your refund application was submitted correctly with your banking details

• Contact our Customer Services line or visit your nearest Municipal Office with:

   – Your Identity Document

   – Your former account number

   – Proof of account closure or transfer

   – Your banking details

We will investigate and advise on the status of your refund.