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Understanding Our Monthly Billing and Disconnection Process

By MidCity Utilities (Pty) Ltd

Managing customer accounts requires a clear and consistent process that ensures transparency, fairness, and effective communication. To help our clients understand how our billing and collections cycle works, we have outlined the full monthly timeline — from statement issuance to potential disconnection. This article provides a simple overview of what MidCity Utilities customers can expect throughout the month.

Statement Issuance: Just After the 20th of Every Month

Each month, statements are released shortly after the 20th. Once statements are sent out, we follow up with an SMS notification to all clients, informing them that their statements have been issued.

This SMS also serves as a reminder that if a statement has not been received, clients should contact our offices for assistance.

Account Due Date: Payments Payable by the 4th

All accounts are due and payable by the 4th of the following month.
To ensure clients remain informed, we send out two SMS reminders between the 20th and the 4th. These reminders include:

  • Notification of outstanding balances
  • A link to our online Customer Portal for easy access to statements and payment information

This provides ample time and multiple channels for clients to settle their accounts before penalties or further action is taken.

Pre-Final Demand Reminder

Before issuing a Final Demand Letter, we send an additional reminder SMS. This message warns that if the account remains unpaid, a Final Demand Letter will be issued by the 7th.

This step gives customers one more opportunity to settle their accounts without incurring additional fees.

Final Demand Letter Issued by the 7th

If payment has not been made by the 7th, a Final Demand Letter is sent.
This letter includes:

  • The final amount payable
  • The Final Demand fee
  • The date of scheduled disconnection

This communication clearly outlines the consequences of non-payment and provides a final window to avoid interruption of services.

Disconnection Timeline: Usually by the 11th

Disconnections are typically carried out by the 11th of the month, but the exact date may shift depending on weekends and banking delays. For example:

No Monday disconnections:

Payments made over the weekend, especially from different banks, may take until Tuesday to reflect. Some clients also send proof of payment late, so we allow time for proper allocation.

No Friday disconnections:

We avoid disconnections on Fridays to prevent customers from being left without assistance over the weekend.

These considerations ensure that customers are treated fairly and given reasonable time for payments to clear.

Why These Steps Matter

Our structured monthly process ensures:

  • Clear and timely communication
  • Fair warning before any action is taken
  • Administrative accuracy in payment allocation
  • Reduced risk of disconnection for customers who are attempting to pay
  • Transparency and consistency in handling all accounts

By maintaining this schedule, we uphold a reliable and customer-focused account management system.

Need Assistance?

If at any point you do not receive your statement or have questions about your balance or payment status, our team is always ready to help. Reaching out early ensures smoother processing and helps avoid unnecessary complications.

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How can I purchase pre-paid electricity?

By making use of one of the following:

  • MidCity Utilities App

  • MidCity Utilities Website

  • Internet Banking

  • Unipin vouchers
  • Unipin vouchers can be purchased at registered retailers, garages and other suppliers.
  • When providing your pre-paid meter number to the cashier, the pre-paid purchase will transfer over to the meter automatically.

  • If you do not provide your meter number to the cashier and you receive the voucher slip, you must follow the steps as set out thereon.

  • Make sure you are using the correct meter number.
  • After registering with MidCity Utilities for pre-paid electricity, our Customer Care Personnel will SMS you your meter number.

  • When you register for the Mobile App or on our website, you will also be able to see your meter number.

  • Clients who also request to receive monthly statements, even though they are on pre-paid, will be able to see their meter number on their monthly statement.

  • Contact our Customer Care Personnel.
  • Log in to either our Mobile App or website.

  • SMS the word Balance (space) meter number to 37823. You will receive an SMS with your meter balance and predicted zero balance date.

  • Use your keypad, if you have one.
  • Yes. A low balance notification will be sent to the registered cell phone number that is loaded onto our system.

  • The low balance notification will be sent 48 hours before the calculated depletion date.

  • The depletion date received on the low balance notification, Mobile App or website is an estimation and depends on a client’s consumption habits and changes.

Mobile App or Website

  • The final step in the process on the Mobile App or website will indicate if the transaction was successful.

  • Transfer of credits to the meter can take approximately 10 minutes after the purchase is completed successfully.

  • On the Mobile App, website or SMS balance enquiry, it can take between 30 minutes to an hour to update the effective current balance after a purchase was made.

Internet Banking

  • Confirmation of transaction is provided by your banking service.

  • You will receive an SMS or email with the value of the token as well as the 20-digit code already loaded on your meter.

  • Purchases through Internet Banking can take approximately 30 minutes to transfer over to the meter.

  • On the Mobile App, website or SMS balance enquiry, it can take between 30 minutes to an hour to update the effective current balance after a purchase was made.

Unipin voucher

  • After following the process reflected on the voucher with your cell phone, you will receive confirmation and notification on your device.

  • Purchases through Unipin vouchers can take approximately 30 minutes to transfer over to the meter.

  • On the Mobile App, website or SMS balance enquiry, it can take between 30 minutes to an hour to update the effective current balance after a purchase was made.