Our registration policy

This policy outlines how customers should activate their prepaid sub-meters with Citiq Meter Solutions (Pty) Ltd (referred to as “Citiq Prepaid”, “we”, “us”, or “our” in this policy) after installation. In this policy, customers (also referred to as “you” or “your” in this policy) include prepaid meters’ owners (property owners or body corporates) and their agents (such as managing agents).

Refer to the Installation policy on our website for details on installations.

How to register a prepaid meter with us

Once a prepaid electricity or water submeter (called a “prepaid meter” in this policy) is installed, you must contact our call centre to register the prepaid meter on our system.

Our call centre will advise which details we need to register the prepaid meter on our system (if it is not on our system already). We will send you a registration confirmation message via email or WhatsApp (depending on how you contacted us). 

If the prepaid meter is a new registration on our system, the confirmation message will contain a unique 20-digit code called the “key change in token”. You must enter the key change in token into the prepaid meter for it to work with prepaid electricity or water tokens.

Before we release any payment to a newly registered prepaid meter’s owner, we will first verify the owner’s details (see the Pricing policy on our website for details on payments). We typically need the following supporting documents to verify an owner’s details:

• certified bank statement (not older than three months) of the owner (or their agent)
• ID copy of the owner (or their agent)
• copy of the property’s municipal or Eskom account and
• proof of property ownership (for example, a copy of the title deed)

Important notes:

• We are not liable for receiving fraudulent or incorrect information.
• We do not change banking details over the phone.

We do not charge any registration fees (in other words, we do not charge a fee for “key change in” requests). See the Pricing policy on our website for more details on our fees.

Using tokens with a registered prepaid meter

After successful registration, you must provide the details of the prepaid meter to the property’s tenant. A tenant would need the prepaid meter’s details to:

• buy prepaid electricity or water tokens for the prepaid meter and
• start monitoring and proactively managing their electricity or water use on the property.

Please visit our website for instructions on how and where to buy tokens for the prepaid meter.

Our submetering services’ terms and conditions

When a prepaid meter is registered with us, it means the prepaid meter’s owner agrees with our service Terms and conditions. This agreement is contractually binding on you.

Dispute resolution process

When you sign up for or use our submetering services, you agree to follow these steps to resolve a dispute with us (you may 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 lodge a complaint with 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 it 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

This policy is governed by the laws of South Africa and falls under the jurisdiction of the High Court of the Republic of South Africa (Western Cape Division, Cape Town).