Appeal process instituted for customers to dispute the outcome of their billing query findings
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MEDIA RELEASE
3 November 2006
Appeal process instituted for customers to dispute the outcome of their billing query findings
The City's Revenue & Customer Relations Management Department – which is responsible for sorting out customer queries – often finds itself in conflict with its customers when they cannot agree on the outcome of an investigation into an account query.
According to the department's spokesperson Mandy Jean Woods, it happens that sometimes customers do not want to accept the findings of the department's investigation into their account query.
"For example, we had one customer who repeatedly requested us to provide them with the domestic rates rebate on their property. Our investigation showed that the property in question was still having a house built on it and, according to our rates tariff schedule, rebates are only applied to properties with habitable houses on them. No matter how many times we explained this to the customer, the customer disputed this and repeatedly made queries to our offices about it. Eventually the customer reported to the media that they had called Joburg Connect more than 150 times without getting a resolution to their query!"
Woods said in another instance a customer continually queried their account, disputing the balance due. Eventually the customer decided to sell their property. When presented with an enormous arrear debt to be paid before the Clearance Certificate could be issued, the customer challenged the figures. On investigation it was found that the customer was living in property A but was actually the registered owner of Property B and the account was for consumption of services on Property B (the registration mixup was the fault of the customer's conveyancing attorney and the Deeds Office!).
However, says Woods, sometimes customers are correct in challenging the findings of their queries. "We can make mistakes, although we try to ensure that we give complete reports to customers when we give them feedback on their queries."
But in the event a customer wants to formally dispute the outcome of the findings of an account query, they have the right to appeal by writing directly to the City Manager, she says.
"The letters must be addressed to The City Manager, City of Johannesburg Metropolitan Municipality, PO Box 1049, Johannesburg, 2000. Customers must ensure that they clearly mark the envelope with the words "APPEAL AGAINST FINDINGS OF INVESTIGATION INTO A CUSTOMER BILLING QUERY." The appeal process is a legally constituted process and so we want to ensure that no correspondence in this regard is accidentally misplaced or misdirected," she says. Letters can also be hand delivered to The Office of the City Manager, 2nd Floor Council Chamber Wing, Metro Centre, 158 Loveday Street, Braamfontein, 2001.
The Appeal Process is as follows:
The letter of dispute is received by the Office of the City Manager and forwarded to the Revenue and Customer Relations Management Department.
The billing related disputed query is then reinvestigated and a comprehensive report prepared for the Office of the City Manager. The report will include:
The input document (detailing the initial investigation Pega ticket)
The original letter sent to the Office of the City Manager;
All support documents related to the query;
Recommendation on resolution by the Revenue and Customer Relations Management Department.
The City Manager receives the input document together with the Revenue Recommendation and makes a decision .The customer will then be informed of the City Manager's decision in writing. The City Manager's decision is final and binding.
The entire process must be completed within 14 working days of receipt of the letter in the City Manager's office.
Ends
Issued by
Mandy Jean Woods
Acting Director: Customer Communications
Revenue & Customer Relationship Management
City of Johannesburg
Tel: (011) 358-3420
Fax: (011) 358-3639
Cel: 082 553 4211 (please send sms if urgent) E-mail: mandyw@joburg.org.za
