Complaints

The purpose of this page is to provide residents with the contact details of City of Johannesburg departments to LOG COMPLAINTS about services.

The APRA committee is made up of volunteers who have full-time jobs and we are unable to make the initial complaints on residents’ behalf. It is important in building our community for everyone to take responsibility for laying complaints independently.

WHEN YOU LOG A COMPLAINT, IT IS ESSENTIAL THAT YOU OBTAIN A REFERENCE NUMBER: WITHOUT THIS, IT IS IMPOSSIBLE TO TRACK PROGRESS AND TAKE ACTION IF THERE IS NO RESPONSE.

Each issue has an expected TURN-AROUND time (see details below). If you have LOGGED the issue and the issue is NOT SOLVED in the given turn-around time, then you can send a request TO ESCALATE via SMS, WhatsApp or e-mail to the Ward Councillor Bridget Steer:

083 604 0404
bridget.steer@gmail.com

If you do this you MUST PROVIDE THE FOLLOWING:

  • Your name
  • Your contact details
  • A BRIEF description of the issue (no long histories)
  • The exact location of the issue
  • A REFERENCE NUMBER

You can also let APRA know via APRA’s e-mail address.

Here is a quick guide to numbers for complaints. Further details, including on turn-around times, are provided subsequently.

selection_033

1. JOBURG WATER
Option 1 logging
Email: customerservice@jwater.co.za
Call 0116881699
SMS 082 653 2143

Option 2 logging
Call 0860JOBURG – Option 3

Type of Issue and turn-around time

  • Burst Water pipe: 12 hours
  • No water: 1 day
  • Sewer leak/blockage: 24 hours
  • Meter leak: 7 days
  • Fire hydrant leak: 2 days
  • Bees in meter box: 3 days

2. CITY POWER
Option 1 logging
Log using your mobile device: citypower.mobi

Option 2 logging
Call 0860JOBURG – Option 2

Type of Issue and turn-around time

  • No power to area/property: 30% within 1.5 hours; 60% within 3 hours; 90% within 7.5 hours; 98–100% within 46 hours
  • Illegal connection: 24 hours
  • Dangerous situation: Immediate
  • Street light not working: 2 days
  • Meter conversions: 72 hours
  • Faulty meter: 72 hours

3. JOBURG ROADS AGENCY (JRA)
Option 1 logging
Send an email to hotline@jra.o rg.za
or if urgent Call 0860JOBURG – Option 5

Option 2 logging
Call 0860JOBURG – Option 5

Type of Issue and turn-around time

  • Potholes: 3 days
  • Manhole cover missing: 24 hours
  • Blocked kerb inlet: 24 hours
  • Road trenches: 2 days
  • Road collapse/dangerous situation: immediate
  • Road marking/signage: 7 days
  • Traffic signal faulty: 12 hours

4. CITY PARKS
Option 1 logging
Call 0860JOBURG – Option 0 and then if possible send email to jcp@jhbcityparks.comwith details of reques

Option 2 logging
Call 0860JOBURG – Option 0

Type of Issue and turn-around time

  • Grass cutting in open spaces: up to 30 days
  • Grass cutting of parks: dependent of status of park
  • Grass cutting in cemeteries: 7 days
  • Fallen trees/branches: 24 hours
  • Pruning of tree: 30 days

5. JMPD (Johannesburg Municipal Police Department)
Option 1 logging
Call EMS/JMPD call centre on 011 375 5918 / 5911

Type of Issue (turn-around time dependent on incident and resources available)

  • Traffic violations
  • Noise
  • Dumping
  • Motor vehicle accident
  • Vagrants

6. PIKITUP
Option 1 logging
Call 0860JOBURG – Option 4

Type of Issue and turn-around time

  • New/additional bin: 7 days
  • Animal carcass removal: 2 days
  • Cleaning of an illegal dumping site: 2 days

7. REVENUE
All revenue matters are best solved by visiting nearest walk-in centre or call 0860JOBURG – Option 1.
For statements: www.joburg.org.za Click on E-Services or Visit nearest Walk in Centre or call 0860JOBURG – Option 1

Type of Issue and turn-around time

  • Change of ownership: up to 6 weeks
  • Finalisation of rates: within 5 days
  • New meter installation for water/electricity: 25 days after payment
  • Final readings on move out: Owner to provide City 7 days’ notice
  • Closing of account/account adjustment: up to 30 days (new owner to pay deposit)
  • Issuing clearance certificate: within 3 days of application
  • Refund: Within 30 days, provided service ticket is compliant and services finalised by back office
  • Opening new account: 1 day

8. METRO BUS
Call 0860JOBURG – Option 6

REMEMBER TO ALWAYS REQUEST A REFERENCE NUMBER!

 

OTHER COMPLAINTS PROCEDURES

Reporting illegal communes

How to deal with noisy neighbours

Kingston Frost Park: If you see any behaviour in the park that worries you, please call the Park Rangers on 011 472 6539. They will find out what is happening, and report to the police if necessary

Problem properties and buildings: Hotline number 0860 111 381 or innercityhousing@joburg.org.za

Objections to rezoning: These can now be emailed to ObjectionsPlanning@joburg.org.za