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| Title of Complaint | Eskom Cuts Power Unscrupulously |
| Date of Complaint | 14 February 2006 |
| Company | Eskom |
| Complaint | 13 February
I arrive home with my infant at 18h40, to find my electricity has been disconnected. Wayne, at Eskom customer care department, attempts to assist me with the reason for this disconnection. The reason given is that my account is in arrears. As I have never skipped a month (account has been active for four months now) and pay more than the required amount, I found it hard to digest the fact they would disconnect me for an outstanding amount. When opening the account, we inherited a large amount (R2700 odd) due to tenants not opening an account of their own. We have since then paid more than the recommended amount and had an outstanding of R840, to date. After Wayne escalated me to Ursula Harris, a supervisor, things got heated as she repetitively told me of my account in 'arrears' and payment is to be made that evening. The confirmation needed to be faxed through to her office, should we want the electricity to be re-connected. With what electricity must we fax the confirmation through? And what fax? Ursula was eager to interrupt me and state her point repetitively whilst I was talking. My point was that the accounts department had banked my monies and therefore had no leg to stand on regarding a dispute. They had not even contacted me about a 'payment plan' or any other advise from their behalf, and also, did not supply me with a given me no written notification of a possible disconnection. Disconnection of this type is against human rights. Plus, they have R1200 security of mine. If my payments were an concern, if I was really such a threat for not paying, why did they not just deduct it from my security? Ursula Harris's comment was that they were not permitted to. I quickly found out that I was not getting anywhere with Ursula Harris as her customer service was obviously not her strong point. My husband tried speaking to her a few minutes later and said we would pay R500 towards the account to get re-connected and discuss the rest in the morning, but it fell on deaf ears. 14 February, Valentines day No electricity. I marched to the Table View offices with my signed contract, to get some answers. They provided me with a list of my payments and mentioned again to me of the clause at the back of the account stating Eskom is 'entitled to disconnect supply for non-payment'. Well, on the contract I signed, it stated they are, but only after giving the Customer 14 day WRITTEN notice thereof. By disconnecting, it is breach of contract. The contract also states they have 'the right at any time to allocate the whole or any portion of the deposit paid' towards the amount in arrears. I thought Ursula said they couldn't? I tried the offices of Clive Liberty, Area manager, but he will only be in on Thursday - he is on a breakaway, and I got to speak to Sarah Blaauw. At least Sarah listened to my argument and advised me to speak to Clive Liberty on Thursday. My husband has since paid the outstanding amount to get re-connected. Myself, well, I'm counting the minutes to Thursday. |
| Response on behalf of Eskom | As rightfully stated in Complainents letter her supply was disconnected on the 13.02.06 due to the account being in arrears of R842.70 since December 2005.
According to Complainent's application, she took occupation on 01.05.05. She only made application for the electricity supply o these premises at our Tableview offices on 28.10.05. Considering that it took her 5 months before making application her first account included a deposit for R1200.00, a transfer fee for R75.00 and electricity consumption for 5 months for R1445.13. This resulted in her receiving a first account for R2720.13 which as due on 19.12.05. A payment of R1275.00 (deposit and transfer fee) was received on 23.11.05 and another payment of R300.00 towards the consumption. On the 19.12.05 another account was rendered to her for the amount of R222.28 plus the arrears of R1145.13, amounting to R1367.41. On the 06.01.06 a payment for R400.00 (R222.28 for current account and R177.72 towards the arrears) which left a balance of R967.41. On the 19.01.06 her current account amounted to R275.29 plus arrears of R967.41 giving a total of R1242.70. Payment for the amount of R400.00 (275.29 for current account and R124.71 towards arrears) was received on 29.01.06 which left a balance of R842.70. As you can see that although Complainent never skipped a payment, the initial account for R2720.13 was never paid in full and that is what resulted in the account being in arrears. When a customer is in arrears, a notice is printed at the bottom of the account notifying the customer that the overdue amount must be paid within 14 days of the notice or the supply will be disconnected without further notice. If Complainent felt that she could not pay the arrears, it was her responsibility to approach us for assistance i.t.o a payment plan as Eskom is not aware of every single customer’s financial commitments. When any customer’s supply is disconnected for non-payment, proof of payment is required before reconnection. This method is used by many organisations and is not unique to Eskom. The deposit is held as a security until such time the customer moves out of the premises and the account is terminated. Complainent’s statement “they have the right at any time to allocate the whole or any portion of the deposit paid towards the amount in arrears” is an extract of paragraph 11.3 of the Standard Conditions of Supply for Small Supplies with Conventional Metering. The whole paragraph reads as follows: 11.3 – Eskom shall have the right at any time to allocate the whole or any portion of the deposit or the proceeds of the guarantee furnished to Eskom in terms hereof, towards the payment of any amounts payable by the Customer for electricity supplied and which are in arrears, provided that should the whole of or any portion of the deposit or proceeds of the guarantee be allocated by Eskom at any time, the Customer shall be obliged forthwith to reinstate the deposit or replace the guarantee to Eskom’s satisfaction. If you read the portion highlighted in red, you will understand that had we done what Complainent requested from us to do, she would still have owed us R842.70. I trust that you find our explanation of the events acceptable. ,Submit Response |
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