1. Where can I find my nearest municipal office?
A municipal office is situated in Paarl, Wellington,Saron and Gouda.
See back of statement for contact details

2. How do I claim a refund once I have closed my account and a credit balance remains?
You should contact your nearest municipal enquiry office and request a refund cheque. Notify the staff whether you prefer to collect the cheque , electronic transfer or have it posted. It will take up to 10 days for a cheque to be ready for collection.

3. What methods can I use to pay my account?
Drakenstein Municipality supports the following methods of payment:

Cash

Cheque (if cheque payment history is good)

Postal orders

Direct deposits

Electronic fund transfers

NOTE: It is vital that you include a valid reference number when making a direct deposit
           or electronic fund transfer.

4. How do I make a payment in person?
Ensure that you have your account or a copy of the account with you. Visit your nearest
municipal enquiry office. Make sure that the cashier counts the money in front of you.
Do not accept any receipt other than one printed by the computer. Check your change
in front of the cashier. If you leave before checking your change, you are implying that
you are satisfied with the transaction. Any error will be much more difficult to resolve
at a later stage. Make sure your account number is printed on the receipt and that
the amount is correct.

5. Why is my direct deposit payment not reflected on my account?
You either used an incorrect account number as a reference or  your payment was
made after the account was issued. Still not reflected,
contact your nearest municipal office.

6. When is my account due?
For Paarl residents, accounts are due on the 7th of each month.
For residents of Welilington, Saron and Gouda accounts are due
on the 15th of each month.

7. When is my statement posted?
Account statements are posted on the 24th  for Paarl  and  for Wellington
and other areas  the 27thof each month.

8. What should I do if I don't receive an account?
The municipality makes every effort to print accurate statements and have them
posted timeously. However, outside parties are used for the actual delivery,
which means the municipality cannot guarantee you will receive your statement in time.
If the due date is near and you have not yet received your statement, request a copy
from your nearest enquiry office. If you fail to pay your account on time, you will be
liable for credit control action even if you have not received your account yet,
as your account will have been sent in good faith. The onus is on you to
request a duplicate statement.

9. When is interest charged on an account?
You will be charged interest if you pay after the due date or you pay less than the amount required.

10. Why do I still receive a statement after I have closed my account?
Although the account is closed, payment is due for services supplied. Readings are six to eight weeks behind.

11. What happens if I fail to pay my municipal account?
If you do not pay your account by the due date, you will be liable for credit
control action. If you use a conventional electricity meter, the supply to
that property may be suspended until the arrears and penalty fee have
been paid in full. If you use a prepaid electricity meter, a blocking will be
placed on vending computers to prevent you from buying electricity
until all arrears have been settled in full. Legal action will be instituted
should these measures fail to recover the arrears.

12. When will my electricity be disconnected?
If your  current account is  not paid  and those with arrears, an instruction
will be given to disconnect your electricity.

13. If my electricity has been blocked or disconnected, whom should I contact?
You should phone any of the numbers below.

(021) 807-4567
(021) 807-4541
(021) 807-4518
(021) 807-4539

14. What should I do if I don't understand my account?
Contact the enquiry desk in person, by telephone or by fax.

16. What should I do if I am approached by people who claim they can reduce
my monthly electricity or water account?
Telephone the relevant municipal department for advice. Do not allow anyone to tamper
or interfere with your meter or pipes/cables leading to the meter.
It is illegal for a consumer or private contractor to tamper with a water meter.
You will be held liable if your meter is tampered with.