Frequently Asked Questions
Everything you need to know about navigating COJ and Eskom bureaucracy.
How quickly do you resolve queries?
Most billing disputes are resolved within 20-30 business days. Prepaid conversions and account openings are typically faster, taking 10-15 business days.
What if my query isn't resolved?
We guarantee results. If we cannot resolve your issue through our 5-level escalation process (up to the Ombudsman), we provide a full refund for that specific query.
Do you handle Eskom directly?
Yes. We have specialized channels for both City of Joburg (COJ) and Eskom direct accounts, including residential and commercial profiles.
How do I know my data is safe?
VayaVaya is fully POPIA compliant. All municipal documents and ID copies are stored with bank-level encryption and never shared with third parties.
Can you stop a disconnection?
Yes. If you have a valid dispute, we can issue a "Section 102" notice to the municipality which legally prevents them from disconnecting you while the dispute is active.
What documents do you need?
Usually, just a copy of your most recent bill and an ID copy. For building permits or account openings, we will provide a specific checklist via the dashboard.
Is there a setup fee?
No. We don't believe in "joining fees." You only pay your monthly subscription or a once-off ad-hoc fee for specific projects.
How do you escalate issues?
We follow a strict hierarchy: Department Level → Regional Manager → Deputy Director → City Ombudsman → High Court Representation (if required).
Do you handle commercial property?
Absolutely. We manage large-scale accounts for body corporates, industrial parks, and retail centers with complex multi-meter requirements.
Can I cancel my subscription?
Yes, anytime. There are no lock-in contracts for our Starter or Professional plans. You can cancel directly from your dashboard.