Our submeter delivery policy

This policy outlines how Citiq Meter Solutions (Pty) Ltd (referred to as “Citiq Prepaid”, “we”, “us”, or “our” in this policy) provides submeters to its wholesale and retail customers (also referred to as “reseller”, “you” or “your” in this policy).

How we process orders

Resellers across South Africa sell Citiq Prepaid’s electricity and water submeters (called “prepaid meters” or “products” in this policy). Hardware wholesalers or retail stores can contact a local sales representative via our website to open an account with us and start reselling our prepaid meters. 

There are six essential steps resellers should complete to order our prepaid meters.

Step 1: Place your order 

You can go ahead and place orders with our local sales representatives via email or telephone call.
See our website for sales representatives’ contact details.

Include the following details in your order:

• product codes, and
• quantities.

Step 2: We process your order

Once we receive your order, the sales representative will upload the order into our Skynamo system.
Using this mobile app, we can:

• track products’ availability,
• send orders for our warehouse to process and
• process your orders efficiently, from start to finish.

Step 3: We confirm your order

The sales representative will send you an email confirmation of your order.
The email will include the following:

• details of your order (list of products ordered, their quantities, etc.) and
• estimated delivery timeline. 

Step 4: Our warehouse processes your order

Once our warehouse receives the order, they:

• scan the products you ordered
• carefully pack your order, and
• create a delivery note for the local driver or courier to use.

Once an order has a delivery note, it is ready for the local driver or courier to collect.

Business hours

Our warehouse processes orders during business hours, which are from Mondays to Fridays (08:00–16:00), excluding public holidays in South Africa. From 25 December to 1 January, our operations slow down for the holidays. We will communicate any end-of-year breaks with resellers via email.

If you place an order with your sales representative before 14:00 (for local deliveries) or 15:00 (for courier deliveries) on a business day. In that case, our warehouse will aim to process your order on the same day. If you place an order after these times, our warehouse will aim to process your order on the following business day.

Order processing may take longer depending on the order’s quantities and during peak seasons (for example, at the beginning of every month). Please note that we do not process orders on the last working day of the month due to our warehouse’s monthly stock take.

Delays and changes

Manufacturing delays or product shortages may cause back orders in our warehouse (this means we can only continue processing your order once the product becomes available again). In such cases, we will notify you of the delay and update you on your order’s status.

We will inform you in advance if your order’s processing timelines change. However, we cannot guarantee there will be no delays and are not responsible for any claims related to them.

Step 5: Our local driver or courier collects your order for delivery

Although we aim to deliver all orders efficiently, delivery timelines vary depending on the order’s quantities and destination.

• Local deliveries: The local driver handles deliveries within a 120-kilometer radius of Midrand. Orders in this area are typically delivered within 1–2 business days. We group delivery routes by region to make delivery schedules more efficient.
• Courier deliveries: We use a courier service for orders beyond this radius. The courier delivers orders within 2–3 business days.

Step 6: Track your order

You can ask your sales representative to share your order’s estimated delivery time with you. If a courier is delivering your order, use the courier’s waybill number to track the order’s delivery status on their website. 

Step 7: Sign for your order upon receipt

Once you receive your order, sign and keep the delivery note for your records. We will receive a copy from the local driver or courier and upload it to our system as proof of delivery.

Step 8: Pay for your order

We will send you an invoice for your order, which will be payable as per your account’s payment terms.

Dispute resolution process

When reselling our products, you agree to follow these steps to resolve a dispute with us (only move to the next step if the dispute is not resolved):

Step 1: Mediation:
Contact us directly to try to resolve the dispute.

Step 2: Arbitration:
File a dispute with the Arbitration Foundation of Southern Africa (AFSA).

Step 3: Lodge a complaint:
You can complain to our industry’s governing body, the National Energy Regulator of South Africa (NERSA).

Step 4: Legal action:

Should you need to deliver any legal notices to us, you must deliver them to our Johannesburg office at the following address (our “domicilium citandi et executandi”):
72 Morkels Close, Capital Hill, Midrand, Gauteng, 1685, South Africa.

Governing law and jurisdiction

The laws of South Africa govern this policy and is subject to the jurisdiction of the High Court of the Republic of South Africa (Western Cape Division, Cape Town).