Refusal to an affordable arrangement by city of jh

My 68 year old mother, a pensioner who has received a subsidy from the Municipality, was pressurised to enter into an arrangement to the total amount of R1200 (R800 arrangement amount plus R400 monthly account payment) despite her having proven that she is a pensioner. She is expected to pay R1200 out of the R1400 grant she receives which I find to be shocking. She maintains that whenever she informs the agents about her financial status they refuse to listed and instruct her to make payments otherwise her electricity will be disconnected. Last month she went to Jorrisen, Braamfontein to request for a decreased payment amount but her request was refused. Yesterday they came and disconnected her electricity. We desperately require assistance and advise in this regard. This is not how our parents, who are pensioners, should be treated by the system. Is the Ombudsman effective?