Complaints about eThekwini Municipality services start with the department handling your issue, then escalate through the municipality’s customer service channels and, if still unresolved, to bodies outside the municipality.
eThekwini complaints contact details
| General customer service email | [email protected] |
| Municipal switchboard | 031 311 1111 |
| Water and sanitation call centre | 080 131 3013, or 080 311 1111 toll-free |
| Electricity contact centre | 080 311 1111 toll-free |
| Revenue Department (account disputes) | 031 324 5000 |
| Head office | City Hall, 263 Dr Pixley Ka Seme Street, Durban, 4000 |
Source: durban.gov.za. eThekwini does not publish a single dedicated complaints number, so complaints are routed through the service channel for the department concerned.
How to lodge a complaint
Report the underlying issue first through the relevant service channel and get a reference number. A complaint without a reference number for the original fault or query is much harder to escalate, because the municipality has no record to trace.
If the fault is not attended to, follow up in writing to [email protected] quoting the reference number, the date you first reported it and what has happened since. Keep copies of everything you send.
Where to escalate outside the municipality
- Maladministration by the municipality: Public Protector on 0800 112 040 or [email protected]
- Electricity supply or tariff disputes: NERSA via nersa.org.za
- Municipal governance concerns: the KwaZulu-Natal Department of Cooperative Governance and Traditional Affairs
Keep paying while a bill is disputed
If your complaint concerns a municipal account, keep paying the undisputed portion while the query is open. An unpaid balance can still trigger disconnection even where a dispute has been logged.
Related eThekwini pages
- eThekwini Municipality contact details
- Sizakala customer services contact details
- eThekwini accounts contact details
- Municipal complaint contact details
FAQs
- Is there a single eThekwini complaints number? No. Complaints go through the service channel for the department concerned, with [email protected] as the general customer service address.
- What do I need before escalating? The reference number from your original report, the date, and a record of what has happened since.
- Who do I go to if the municipality does not respond? The Public Protector on 0800 112 040 for maladministration, or NERSA for electricity disputes.