If your electricity statement is incorrect, it means a billing adjustment is required. City of Johannesburg is responsible for all adjustments to the electricity bills. You can contact City of Johannesburg Call Centre which can be reached on 0860-JOBURG or contact your nearest City of Johannesburg Regional centre.
I am being billed on an incorrect meter since past 6 months?
For us to assist you resolve your query as soon as possible, log a fault with City Power using any of the options below and provide us your Account number and the Meter Number on your property.
b. Alternatively, you can also contact City of Johannesburg Call Centre which can be reached on 0860-JOBURG or contact your nearest City of Johannesburg Regional centre. Log a call with metering services contact centre or COJ call centre.
Please note that Job card is an internal City Power procedure document and is not released to customers. City Power provides all job cards to City of Johannesburg for billing updates. It will be Log a query with Metering Services Contact Centre.
Where can I receive my updated bill?
All processing of Utility bills are conducted at the City of Johannesburg offices. You can contact City of Johannesburg Call Centre which can be reached on 0860-JOBURG or contact your nearest City of Johannesburg Regional centre.
My meter was changed but the same does not get reflected on my bill?
​a. For us to assist you resolve your query as soon as possible, provide us your Account number, New Meter Number and Old meter number associated with your property.
b. Log a fault with City Power using any of the below mentioned options.
c. Alternatively, you can contact City of Johannesburg Call Centre which can be reached on 0860-JOBURG or contact your nearest City of Johannesburg Regional centre.
check the mobile number inputted is the same as the one registered.
c. A pop up should appear with a message that the password reminder is sent to the number.
d. SMS on the phone should have the password hint.
​a. On the login page enter your mobile number.
c .A pop up should appear with a message that the new password has been sent to the number.
How can I update my username when I have a new cell phone number?
​a. Log on to the website using your old cell number.
b. Click on "Edit my Profile" and edit your mobile number.
c. Click on "Save" and receive an OTP (One time Pin) to conform your registration.
Where can I edit my details such as address, account number, email ID & cell phone number?
​a. Select the "Edit my Profile" icon.
b. The fields entered in registration will already be populated.
c. Update your personal details.
b. Once you select "Click here" the site will enable you to input your street address.
c. Select the Suburb from the drop down list.
d. Once you see your property on the map, Click on the same and the rest of the address fields will get automatically populated for you.
At a time, how many faults can I report once I am logged in?
Can I log a fault using my cell phone?
How can I contact City Power if I have issues logging a fault?
How will my personal information be kept safe on your website?
​User ID and Password: Your User ID and password are unique identifiers that only you know.
How can I view all the faults I have reported?
​a. Click on "View Open faults" and you will be able to see all open faults logged for your profile.
b. To view all logged faults for your profile click "View All Faults".
How will moving properties impact my account?
​You can click on "edit my profile" and update your personal details.
Can I use a single mobile number as a login ID for multiple electricity accounts?
​You can click the icon "Log Fault" (Other address) to register a complaint for another property apart from the one registered.
City Power website page www.citypower.co.za being unavailable/ inaccessible?
​a. In event of website www.citypower.co.za being unavailable, please use the page www.citypower.mobi to log on to City Power site.
b. Click on Fault Logging, Register and Log your fault.
Can I raise queries for more than one account at a time?
​Yes. Use the option "Log call for another address" to raise a query for another account.
How often do electricity tariffs change and where can I see the updated tariffs?
​a. City Power updates its tariffs in consultation with NERSA. The Tariff changes take place once in a financial year (July –June).
c. You can also collect the Tariff change hard copies at any of the City Power or City Of Johannesburg regional offices.
How do I update my personal details such as my address, my account details on my bill?
​a. All processing of Utility bills are conducted at the City of Johannesburg offices. You can contact City of Johannesburg Call Centre which can be reached on 0860-JOBURG or contact your nearest City of Johannesburg Regional centre.
I have been overbilled and need a refund, where do I apply?
​a. To know the extent of over billing, City Power will require the current readings on your meter and the readings on your Utility Bill. In order to reverse the readings on the system, Meter Number and Account Number will also be required.
v. Alternatively, you can contact City of Johannesburg Call Centre which can be reached on 0860-JOBURG or contact your nearest City of Johannesburg Regional centre.
​Load Limiting is a technology that enables City Power to gauge household consumption in relation to available generating capacity and disconnects households that use electricity excessively during periods of constrained supply to relieve pressure on the grid.
When the grid is under pressure during peak periods, City Power alerts households via smart meters to reduce consumption by switching off non-essential items such as pool pumps and geysers. The deployment of Load Limiting will enable City Power to forestall the implementation of the early stages of load shedding in its areas of supply by curtailing consumption.
Why is city power embarking on this initiative?
​Load shedding comes into effect when the electricity demand known as 'load' exceeds the supply that is available. Currently, load shedding is performed by disconnecting supply transformers and sharing the available supply until the required quantity of load is shed and stabilised, this protects the grid from total collapse. In an attempt to reduce the impact of Load shedding, City Power has implemented Load limiting to enable consumers to continue using selective appliances.
How does Load Limiting work?
​a) Eskom will notify City Power of the required MW contribution required and that Load Shedding will be implemented.
c) Process by sending an SMS and Customer Interface Unit notification to the customer, indicating the percentage reduction required.
d) City Power will then activate the process of reducing the load to limit the impact of Load Shedding.
i. If the in-house load is below the load limit threshold, the electricity supply will remain connected.
ii. If the in-house load is above the load limit threshold, the smart meter will disconnect the main electricity supply.
iii. While mains are disconnected, please ensure to switch off main contributing loads.
​Load Limiting technology requires a smart meter. City Power is still continuing with the project of rolling out smart meters across Johannesburg.
How will customers benefit from the Load Limiting program?
​a) Customers will still be able to continue utilising essential appliances during a load shedding period.
What must I do to prevent damage to my electrical appliances?
​a. Adhere to messages received from City Power.
b. Switch off main contributing loads (e.g. geyser, stove, pool pump) as per request.
c. Switch off heavy load appliances during load limiting or when you are not at home. Use the 'Load Limiting Calculator' to measure your total usage.
Will the voltage surge not damage appliances?
​Surge in voltage supply happens when a fault has been detected and power is reconnected. In the case of Load Limiting, power is remotely switched off like you would in a normal manner, so there is no sudden increase in voltage.
What happens if I experience damage to my appliances?
​a. The way the system is configured, we don't anticipate the system resulting in any damages to appliances. In the event that a resident wants to lodge a claim for damages, City Power has processes that need to be followed and the claim needs to prove negligence on the part of City Power. Nonetheless we are confident that this system will not impair any appliances. Should you experience any problems with your appliances please call City Power Metering Services Contact Centre.
​Residents may switch back some disconnected appliances after the Load Limiting period but this should be done when it is really necessary.
I am experiencing recurrent power failures, what should i do?
​a) Residents who are Load Limited should disconnect all energy intensive appliances such as stoves, heaters, geysers, pool pumps, and underfloor heating during the Load Limiting period. The target appliances should be appliances those that draw a lot of energy. Many appliances indicate the amount of energy they consume, and this could serve as a guide.
b) In addition, residents should also note that Load Limiting is not only confined to the main house, but applies to secondary dwellings as well such as cottages, staff quarters and outside rooms as they all draw electricity from a single source.
What is the threshold that I should reach in order to comply?
​Based on our assessment of usage patterns, we have found that an average household consumes about 42Amps of electricity. Load Limiting seeks to reduce consumption by half to below 21Amps of usage.
How does it help to avert load shedding?
​Different stages of load shedding require Eskom to reduce varying amounts of consumption. Stage 1 load shedding requires a load reduction of 1000 MW, Stage 2 up to 2 000 MW and Stage 3 up to 4 000 MW. When Eskom announces the onset of Stage 1 and Stage 2 of load shedding, administering Load Limiting by reducing household consumption would free up this energy shortfall, particularly the early phases of load shedding.
What happens if my meter is not read?
The Local Government Municipal Systems Act, and the Electricity by-laws, which states that consumers may be disconnected if two consecutive meter readings are missed.
My meter readings are not updated and require manual readings?
​a. City Power will ensure that your meter readings are updated and get reflected on your Utility Bill. For us to assist you resolve your query as soon as possible, log a fault with City Power using any of the options below and provide us your Meter Number and Account Number.
My statement is based on estimates how can I resolve this?
I have a manual read meter, when will be the cycle for the next reading?
​a. Updated Meter reading cycles are available with the City Power call centre. Alternatively you can log a fault with City Power using any of the below options.
My meter requires metering tests/ faulty, what must I do?
b. Alternatively, you can contact City of Johannesburg Call Centre which can be reached on 0860-JOBURG or contact your nearest City of Johannesburg Regional centre.
Can City Power replace my meter?
​a. Yes, City Power shall replace your meter only if your meter is faulty.
b. City Power technicians will examine it, and establish if it can be repaired. If it can be repaired they will repair the meter and ensure that it functions as required.
c. If the meter is irreparable City Power will replace it for free.
Do I have to pay for the replacement of a faulty meter?
​a. No. You do not have to pay for a faulty meter replacement. If the meter is faulty, City Power bears the cost of meter replacement and the customer is not entitled to pay for meter replacement.
My Meter requires relocation, what must I do?
​a. If your Meter requires relocation, you can log a fault with City Power using any of the below mentioned options.
My meter has been damaged but supply is still on, what must I do?
​a. If you meter has been damaged but the supply is still on, you can log a fault with City Power using any of the below mentioned options.
My meter has burnt/ displays blank screen what must I do?
How do I apply for a new service connection?
​a. To apply for a new service connection you will be required to visit your nearest City of Johannesburg Regional centre.
My meter has been accidently disconnected, what must I do?
​a. If you meter has been accidently disconnected, you can contact City of Johannesburg Call Centre which can be reached on 0860-JOBURG or contact your nearest City of Johannesburg Regional centre.
I want to disconnect my meter temporarily, what must I do?
​a. If you require your meter to be temporarily disconnected, provide us with your Meter Number and Account number and the period for which you would require the disconnection.
What must I do in an event of a Power Outage?
​Check to see if lights are out in neighbouring homes. If yes, then report the outage by calling 0860-JOBURG, or by going to www.citypower.co.za and clicking "Fault Logging." You'll be asked to register. If registered enter your cell phone number as the username and click on "Report a fault my property".
While waiting for power to be restored, switch off all electrical appliances and lights – except for one light. That will enable you to know that things are back to normal once power is restored.
​We can't say for sure – every situation is different. But you can get an estimate by seeing the FAQ on type of outages. Keep in mind that even in your own neighbourhood; some homes may come back on-line before others. Streets may have several circuits, with one each serving different groups of homes. So power is often restored one group of homes at a time, rather than all homes at once.
What must I do if only my house is without power?
a) Make sure your hands are dry and you are not standing in water.
b) Check to see if the main circuit breaker has switched to the "off" or "trip" position. If it has, then move it fully to the "off" position, and then over to the "on" position.
c) If that does not restore power, report a fault on our website www.citypower.co.za/online fault logging.
If it's a cable fault please call an electrician or log a complaint with us on our website website www.citypower.co.za/online fault logging.
Our outages fixed in the order they reported?
​No. Our highest priorities are situations where public safety is at risk, like downed power lines and poles. Next would be service to hospitals and to large pumps critical to controlling a major flood. Other priorities, in order, would be outages affecting a large number of customers, followed by smaller, scattered outages. Our technicians work 24/7 to respond to power outages and resolve them as quickly as they can. In an event of an unusual event, our technicians are directed where they are needed urgently.
​ A general power outage occurs when supply to a part of the distribution network, a sub-station or a bulk supply circuit(s) is either deliberately interrupted or automatically interrupted to prevent damage to the distribution system.
a) Planned maintenance outage- This is communicated on the website/ social media/ print media and pre-recorded audio messages when customer is put on hold at the call centre. Communication takes place 7 days prior to actual outage.
b) Unplanned outage due to a fault- If outage not under planned outage, then the outage may have occurred due to theft & vandalism of cable, network overloading or ageing infrastructure. In any event the unplanned outage will be highlighted on the CP fault logging website.
c) Emergency maintenance outage - Those for repairs, and those for upgrades and maintenance. Those for repairs are often unforeseen, resulting from car accidents, falling trees, storms, or even animals interfering with equipment. Those for upgrades and maintenance help us maintain service reliability.
d) Load shedding- Load shedding occurs when Eskom has a supply constraint or when there is excessive demand from consumers which may cause the network to collapse if the load is not reduced. Load shedding can also be caused by a fault at any of Eskom's big generating plants, or as a result of a natural disaster, or any technical fault that may occur, deterring the station from generating power which results in the need for switching customers off in intervals to allow the supply and the demand to balance.
Power resumed after an outage for a short duration and tripped again?
​This situation is called the Post Restoration Outage. These can be caused by varying factors such as secondary trips that occur when we restore power after an outage. After prolonged outages, the load grows as all fridges and geysers eventually revert to their 'on' state. This creates a situation fault in the network when the system is unable to restore or carry the maximum load at a single go. Therefore this compels our engineers to restore power in phases as they closely monitor the load and the performance of the system. During prolonged outages, thieves may also take advantage of the situation and remove cables further down in the network. Our engineers may be under the impression that power has been restored to everyone, while this may not be the case. Although we may become aware about such incidents, customers need to log calls when they notice that their neighbours are connected while they remain disconnected.
What does City Power do to prevent outages?
City Power has improved its maintenance plan to make sure that outages are reduced in Johannesburg. The plan includes the identification and replacement of old infrastructure and equipment that has passed its lifespan period even if it is still working. That equipment is referred to as risky to the supply of electricity.
The employment of condition monitoring devices which detect defects on the equipment before it fails and maintains it accordingly.
What must I do if there is an unplanned outage?
​Before a pre-paid connection application is made, kindly ensure that the old meter debt has been settled with the City of Johannesburg. Please provide the utility bill which reflects dues settlement on the old meter.
How do I apply for a pre-paid connection?
​a. To apply for a pre-paid connection you will be required to visit your nearest City of Johannesburg Regional centre.
Where can I buy pre-paid electricity coupons?
​a. City Power pre-paid coupons/ vouchers can be procured from your nearest super market – Pick n Pay, Checkers, Shoprite, etc.
b. Alternatively you can visit the City Power Website to check the vending coupons list.
My pre-paid voucher is not working, what must I do?
​a. For us to assist you resolve your query as soon as possible, provide us your Pre-paid meter number, your property address and the Property Stand number.
c. Please ensure you always provide us with your Pre-paid meter number, your property address and the Property Stand number whenever there is a Pre-paid meter query.
Why do we need new meters?
​Smart meters with new technology will help us improve the services we provide to our customers. Eventually, they will become powerful tools that give you better control over your energy use and your bill.
​No. Your monthly bill will continue to reflect the normal fluctuations in your energy use. Any change on your bill of a year ago might be caused by a rate increase that takes effect on July 1 every year.
How are the new meters different from the old meters?
​Our new smart meters measure your energy use with digital technology that enables us to read your meter remotely. Smart meters will help us provide even better service when you contact us. Eventually, seeing up-to-the-minute information from the smart meters will give you better control over your energy use and your bill.
Are the new meters tested before installation?
​Prior to installation, the new meters are programmed and tested.
Will City Power be installing my new meter?
​Meter installation will be done by City Power contractors in sync with the City Power technicians.
Will the new meter cost me anything?
​No. The new meters will not cost you anything. City Power bears the cost of the new meter.
​Installation of a meter only takes a few minutes.
​No. You do not need to be home when the new meter is installed. However, technicians will need unobstructed access to your meter.
Will my power be out when you change my meter?
​Yes. There will be a brief interruption in electricity during installation. You may need to reset your alarm clocks and other devices with digital timers.
Will the new meter interfere with my home electronics?
​No. The new meters are designed not to interfere with your home electronics.
Will my energy use information remain confidential and safe?
​Yes. Your energy use information will be safely transmitted over secure servers to City Power.
With a smart meter, can electric service be connected or disconnected remotely?
​Yes. The smart meter can be remotely disconnected. At the time of load shedding, load limiting can be activated on your smart meter, thus enabling you to use essential appliances despite a power outage.
How do the new meters help the environment?
​The meters will let us use new technologies that will allow you to make decisions about using less energy, at your discretion, which can reduce the amount of electricity demand.