COJ Prepaid - are they serious?

Being compliant, following COJ rules for prepaid electricity seems not to be something that the municipality cherish. My mother (88 year old) has been battling now for the last 18 months to get her prepaid meter keypad replaced. This unit is used to load and monitor usage - her unit is faulty. Reporting this, she gets informed that there are no spares available in South Africa. Does COJ want to improve service delivery? - not sure if we look at this experience.