Why Incorrect Electricity Bills Happen
Electricity billing errors in South Africa typically fall into four categories: meter reading errors (an incorrect reading submitted by a meter reader or estimated when access was not gained), billing based on estimated readings for extended periods rather than actual reads, incorrect tariff classification, or accumulation and sudden back-billing for periods where the account was not accurately billed.
Back-billing — where Eskom or a municipality charges you for electricity you used months or years ago that was not properly invoiced at the time — is a particularly common and contentious issue. South African consumer protection provisions limit how far back a utility can back-bill, and understanding your rights here matters.
Your Rights on Back-Billing
The National Energy Regulator of South Africa (NERSA) has issued guidelines limiting back-billing to a maximum of 24 months for Eskom direct supply customers. For municipal electricity accounts, similar principles apply under the Municipal Systems Act. You cannot be held responsible for back-billing errors that arise entirely from the utility's failure to read your meter or issue accurate invoices, beyond the reasonable period.
Step 1 — Request the Full Account History and Readings
Before disputing, understand what you are disputing. Request from Eskom or your municipality:
- Your actual meter readings for the disputed period
- The tariff classification applied to your account
- A full itemised billing history showing what was charged in each period
- Details of how the estimated readings (if any) were calculated
Check your own meter reading against Eskom's records. If your meter reading is lower than what Eskom has on record, it is possible that: your meter is faulty, a different meter is being read, or the readings were recorded incorrectly.
Step 2 — Submit a Formal Dispute
For Eskom direct supply customers, submit a billing dispute via:
- Eskom's online customer portal at eskom.co.za
- The Eskom contact centre on 08600 37566
- In writing to your nearest Eskom office
For municipal electricity accounts, submit your dispute in writing to the municipality's customer services department and request a reference number. Most municipalities have a formal billing dispute process — ask specifically for the dispute form or reference.
Protection From Disconnection During a Dispute
While a billing dispute is formally lodged and under investigation, the utility generally should not disconnect your supply solely for the disputed amount. Continue paying the undisputed portion of the account (the amount you believe to be correct) during the dispute period. Keep proof of these payments.
If the utility threatens disconnection while a formal dispute is in progress, send a written notice citing the dispute and your continued payment of the undisputed amount. If disconnection proceeds, contact the National Electricity Regulator of South Africa (NERSA) at nersa.org.za or the Consumer Goods and Services Ombud.
Escalation Paths
- NERSA — regulates electricity supply and handles complaints about Eskom and licensed distributors at nersa.org.za
- The Office of the Public Protector — for complaints involving state-owned entities like Eskom where maladministration is alleged
- Your municipal ombudsman or ward councillor — for municipal billing disputes not resolved through internal channels
- Small Claims Court — for disputed amounts below R20,000 that cannot be resolved administratively