FAQ's

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Sub-metering

If your building is bulk metered, utility costs are included in your maintenance fees or levies, meaning you may cover neighbors’ higher usage. With sub-metering, you control your usage and costs directly.

Depending on the type of meter that is installed, your meters will be read either remotely or manually.

No. Whether Utilinova reads your meter remotely or manually, you do not have to be home.

 

Utilinova does not supply electricity or water; the local utility does. Utilinova, contracted by the Property Managing Agent, reads your sub-meters and bills each home for actual utility usage.

We have clearly outlined Utilinova’s Conditions of Service, including how we work with our customers, as part of our commitment to provide you with safe and reliable utility billing solutions. This document contains account administration information, such as rates, terms, billing procedures, and connection policies. Please see our full Terms of Service here for more information.

If you have any questions about the Utilinova Terms and Conditions, please contact us at support@utilinova.co.za.

We have clearly outlined Utilinova’s Privacy Policy, including how we protect your personal information (as per the requirements of the Protection of Personal Information Act), as part of our commitment to providing you with safe and dependable utility billing solutions. We are committed to keeping your personal information accurate, confidential, and secure. We use industry-standard technologies and adhere to strict security standards to protect your personal information from unauthorized access, disclosure, inappropriate alteration, or misuse. To view our detailed privacy policy, click here.

If you have any questions about Utilinova’s Privacy Policy, please contact us at support@utilinova.co.za.

Billing

Your complex’s houses/apartments will each get a monthly statement. Depending on when Utilinova acquired resident information for account setup and for new developments, how quickly or slowly your building is occupied, your initial bill may be for a longer or shorter length of time.

The type of utility you are billed for is determined by the contract between Utilinova and your Body Corporate and/or Managing Agent. You may be charged for a variety of utilities, including electricity and/or water. These utilities may be billed in combination.

Within four to eight weeks of your move-in date, you will get your first bill. It’s probable that it will take longer if you live in a recently developed building.

Utilinova will send via e-mail.

To update your email address for billing notifications, e-mail our Customer Service Team at support@utilinova.co.za.

Your account number, which should be used as the payment reference, can be found in the top right corner of your invoice or statement.

 
 

Utilinova requires your ID for move-in or move-out to verify your account.

Privacy Statement: We ensure your information is accurate, confidential, and secure per the POPI Act, using industry-standard security.

Each unit receives a monthly statement. Your initial bill may vary in duration based on when Utilinova received resident details and the occupancy rate of new buildings.

Fees & Tariffs

In the event that you don’t pay your bill, the security deposit will be applied to it. All utility companies levy security deposits, which are kept on your account and is fully refundable.

Annual reviews of security deposits are conducted in accordance with the Council’s established tariff structure. As established by Utilinova in its sole discretion, a security deposit is due on or before the connection of the electricity supply. 

As Utilinova is not a utility provider, we do not determine the electricity, water, or other tariffs listed on your bill.

Tariffs and charges for electricity, water, and sanitation can vary depending on your province and the time of year. Please click here to learn more about the City of Tshwane’s tariffs.

For more information, please contact support@utilinova.co.za.

 

If you made a payment after the “Due Date” but before the next billing cycle, it’s possible it wasn’t processed in time for the subsequent bills. If a recent payment was applied to your account, please contact our support team to confirm.

If you pay late, your electricity services could be subject to disconnection until payment is received. Reconnection may also require a reconnection fee and proof of payment sent within business hours for same-day processing.

Utilinova Account

If you’ve recently moved into a sub-metered property, please notify our support team to create your account. Complete the online Move-In form to set up your account. Click here to submit your move-in form.

Ensure all fields are filled out correctly to avoid delays. The form will be processed within 2-3 business days, and you’ll receive your first invoice 4-6 weeks later.

 

Utilinova will email you to confirm receipt of your form. After your account is created or closed, you will receive a second email.

Once your account is set up, you will receive an email and deposit invoice with your account number, which will also serve as your payment reference.

If you are leaving a Utilinova sub-metered unit, you must notify both your Property Manager and Utilinova.

Fill out our Move-Out form – Utilinova requires you to provide written notice by completing our move-out form. This can be done online. You can fill out our online form and submit it through our website. Click here to access the online form.

Please ensure that all of the fields on the online form are correctly filled out in order to avoid any issues with closing your account. Once you’ve entered all of the necessary information, click “submit.” The form will be processed in up to 2 business days. In 1-2 business days form move-out date, you will receive your final bill at your forwarding address.

When Utilinova receives your Move-Out form, an email will be sent to you as confirmation.

Your bill could be higher this cycle for a variety of reasons. Here are some possible questions:

Did you have any overnight guests? Was the temperature higher than usual? Did you use appliances like the dishwasher or washing machine more frequently than usual? Is there a rate increase in your utility municipality on your bill?

For more info, read more here.

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