Conditions and Criteria

City Services

Conditions and Criteria

Qualifying Criteria

Customer Category	Relief Threshold
Pensioners and ESP Beneficiaries	Eligible for a 60 – 100% write-off. These households are entitled. Maximum repayment period (if applicable): 36 months.
Residential Customers (All Income Levels)	Eligible for a 50% debt write-off. The remaining 50% can be paid through a structured payment plan in line with the city’s credit control and debt collection policy (AOD) over 12 – 24 months or settled in full based on affordability.
Small Businesses, Faith-Based Organisations, NPOs, Old Age Homes, Orphanages, and Body Corporates (Annual Turnover ≤ R3 million)	May apply provided that the turnover does not exceeding annual turnover < R3 million. Must provide proxy letters, 3 year’s audited financials, and 6 month’s bank statements. Eligible for a 50% debt write-off for debts older than 36 months. The remaining 50% can be through a structured payment plan in line with the city’s credit control and debt collection policy (AOD) or settled in full.
Large Businesses	Eligible for 50% debt write-off for debt older than 36 months. The remaining balance must be paid within 60 days
Interest and Fee Waivers	All categories qualify for a 100% interest write-off, along with waivers for charges like final demand and disconnection notices, and any other sundry charges.

Eligibility conditions

Applicants must meet the following conditions to be considered for relief:

Property value must not exceed R2.5 million as per the City's Valuation Roll (for residential accounts
Customers previously granted debt write-offs under past programmes are not eligible.
The applicant must be the registered owner of the property.
Applicants must submit a certified copy of their ID.
Small businesses, faith-based organisations, NPOs, old age homes, orphanages, and body corporates must submit:

3 years of audited financial statements
6 months of bank statements

Accounts must be normalised (i.e., no tampering, bridging, or transposed meters).
Relief is granted based on actual meter readings, not estimates.
Smart/prepaid meters must be installed where required. CP and JW must maintain stock of meters and install as per the approval.
Approved accounts must enter an Acknowledgement of Debt (AOD) agreement:

Repayment terms:

12-24 months for most customers
36 to 60 months only for pensioners and ESP beneficiaries with a remaining balance.

Any post-relief non-compliance (e.g., tampering, non-payment) will result in the

reversal of write-offs and the application of standard credit control measures.