City Power is urging customers across all its service delivery areas to cooperate and grant authorised meter technicians access to their properties, as teams continue to face resistance and outright non-access during critical maintenance work.
The utility’s teams are conducting a postpaid meter maintenance programme that involves verifying that the correct meter is linked to the correct customer and capturing updated customer information to ensure the City Power database is accurate and up to date.
Nqobani Mzizi, Senior Manager of Revenue Assurance at City Power, explained that the initiative forms part of an extension of the utility’s Gross Margin Turnaround Project, which began at the start of the current financial year in July. Approximately two weeks prior, City Power reported significant progress under this project, having achieved over R1 billion in revenue recovery as part of a broader target.
“Our whole idea is to make the service even more seamless, to work even better for our customers and to bring a better experience,” Mzizi said. “That’s why we find ourselves in this particular position right now.”
He acknowledged the challenges, noting that South Africa is a crime-ridden society and that many citizens understandably harbour distrust when strangers knock on their gates or doors claiming to read or maintain electricity meters.
“We do live in a crime-ridden society and of course when somebody comes and knocks at your gate or your door and says they would like to come in and read your meter reading, there’s a large level of distrust among citizens,” Mzizi stated. He emphasised that he fully understands customers’ scepticism and does not fault them for it.
To address concerns, City Power has worked through ward councillors to communicate visit schedules, as social media messages do not always reach everyone effectively — particularly compared to announcements about power outages. Ward councillors serve as an important mouthpiece for the utility in disseminating information about when technicians will be operating in specific areas.
Despite these efforts, technicians still encounter reluctance from customers, often driven by crime-related fears and past experiences with imposters. Mzizi noted that the utility has previously apprehended individuals posing as City Power employees who took advantage of residents, and it has publicly communicated those cases.
To help customers verify legitimacy, the utility provides clear protocols:
- Technicians carry identification cards featuring a photograph of the individual, a verification number, contact details, and a hologram of City Power’s Firefly logo with reflective security features that are engraved and visible.
- Customers are encouraged to inspect the card carefully.
- Before granting access, residents should either send a WhatsApp or call City Power’s dedicated verification lines, providing the technician’s details and the area they are in.
Mzizi stressed: “When the people do come … you get their access card or their identification card, you then call our security office … You take a photo of the card. You tell them which area you are in. This is the person and whatever documents that they have. Can we verify if we are aware that they are coming?”
He added that the utility has implemented these measures based on past unfortunate experiences to mitigate risks from both genuine security concerns and potential imposters who might monitor public announcements.
The appeal comes as City Power continues broader efforts to improve revenue management and customer service, including participation in government initiatives such as exhibitions where residents can inquire about various services, including solar installations and the recently launched electric vehicle charging stations.
Mzizi reiterated the importance of customer cooperation to allow the maintenance work to proceed smoothly, ensuring accurate billing and an improved overall service experience for all.
Customers are encouraged to use the provided contact numbers to verify technicians and support the programme, which aims to benefit the community through more reliable and accurate electricity services.