Billing & Customer Service
Graded institution: City of Johannesburg Revenue · CoJ Revenue issues rates and utility accounts; Ombudsman handles disputes.
Peer rank: 4th of 8 · Well below the standard
Grade anatomy
Weight × normalised scoreRevenue collection rate
Cash collected as % of billed revenue (National Treasury Municipal Money).
Revenue collection rate — latest 80.2 % (as of 2026-Q1)
Data table
| Period | Value (%) |
|---|---|
| 2021-Q2 | 93.4 |
| 2021-Q3 | 92.8 |
| 2021-Q4 | 90.9 |
| 2022-Q1 | 92.1 |
| 2022-Q2 | 89.9 |
| 2022-Q3 | 90.5 |
| 2022-Q4 | 88.1 |
| 2023-Q1 | 88.6 |
| 2023-Q2 | 89.2 |
| 2023-Q3 | 88.5 |
| 2023-Q4 | 87.3 |
| 2024-Q1 | 85.3 |
| 2024-Q2 | 85.7 |
| 2024-Q3 | 84.1 |
| 2024-Q4 | 82.9 |
| 2025-Q1 | 83.9 |
| 2025-Q2 | 83.3 |
| 2025-Q3 | 83.2 |
| 2025-Q4 | 81.3 |
| 2026-Q1 | 80.2 |
Billing-query resolution KPI
Percentage of billing queries resolved within CoJ target (self-reported).
Billing-query resolution KPI — latest 52.6 % (as of 2025)
Data table
| Period | Value (%) |
|---|---|
| 2020 | 68.5 |
| 2021 | 65.4 |
| 2022 | 60.9 |
| 2023 | 59.4 |
| 2024 | 55.7 |
| 2025 | 52.6 |
Ombudsman billing complaints resolved
% of billing complaints closed by the Joburg Ombudsman within a cycle.
Ombudsman billing complaints resolved — latest 70 % (as of 2025)
Data table
| Period | Value (%) |
|---|---|
| 2020 | 61 |
| 2021 | 62.9 |
| 2022 | 64.6 |
| 2023 | 67.5 |
| 2024 | 68.2 |
| 2025 | 70 |
Repairs & maintenance as % of PPE
Leading indicator of future service quality. Treasury norm ≥ 8%.
Repairs & maintenance as % of PPE — latest 2.6 % (as of 2025)
Data table
| Period | Value (%) |
|---|---|
| 2020 | 4.7 |
| 2021 | 4.2 |
| 2022 | 5.5 |
| 2023 | 4.1 |
| 2024 | 4.6 |
| 2025 | 2.6 |
What would move this grade
Rubric thresholds vs the latest published value. Generated from the indicator registry — never hand-written.
- Revenue collection rate: target ≥ 95% · currently 80.2 %
- Billing-query resolution KPI: target ≥ 90% · currently 52.6 %
- Ombudsman billing complaints resolved: target ≥ 85% · currently 70 %
- Repairs & maintenance as % of PPE: target ≥ 8% · currently 2.6 %
The City of Johannesburg Revenue responds
Revenue notes the collection rate of 81% and the Ombudsman's resolution figures. The billing-query resolution KPI reflects a step-change in complaint volumes following the SAP migration completed in October 2025; residual data cleansing continues, with a 90-day intensive plan concluding end-August 2026. The Ombudsman's higher resolution rate this cycle is welcomed.
CoJ Revenue issues rates and utility accounts; Ombudsman handles disputes.