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Lonwabo N

1 reviews | Active since Sept 2026

07 Sept 2026, 15:29

Poor Communication, Billing Concerns and Lack of Owner Consultation

I am extremely disappointed with the service and communication from GMA. As an owner of an apartment, I have experienced ongoing concerns regarding the management of electricity billing and the introduction of a new prepaid electricity service provider.

What concerns me most is that, as owners, we were not consulted regarding the procurement or appointment of this service provider. A decision that directly affects owners and the way we are billed for electricity was made without proper consultation or communication with us.

For August, I received an electricity charge on my GMA statement while the same electricity charges also appeared on the service provider's statement. We were informed that the new service provider's services would only start in September, yet the service had already started in August.

My electricity was subsequently switched off, leaving me with no choice but to pay the service provider directly in order to have my electricity restored. The costs associated with the new service are significantly higher, which makes the situation even more frustrating. It feels as though owners are placed in a position where they ultimately have to pay, even when legitimate concerns about the billing and implementation have not been addressed.

I have written several emails requesting clarity and assistance, but no one seems willing to properly attend to or resolve the matter. My concerns remain unanswered.

I also signed an Acknowledgement of Debt (AOD) around May or June, but I am still not convinced that the amounts and charges were correctly calculated. I have raised concerns about the billing and requested clarity, but I feel that these concerns have not been properly addressed before expecting me to accept the amounts owed.

As an owner, I expect transparent communication, proper consultation, accurate billing and accountability from the managing agent. Unfortunately, my experience with GMA has been extremely frustrating. I feel that decisions affecting owners are being made without sufficient consultation, while owners are left to deal with the financial consequences and struggle to get proper assistance when concerns are raised.

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Replies (1)
Gauteng Management Agents
Gauteng Management Agents's reply07 Sept 2026, 17:01
Official
Hi Lonwabo,

Thank you for your feedback.

We would like to clarify that GMA is the appointed managing agent of the scheme and acts on the instructions of the Body Corporate. Decisions relating to the appointment of service providers and utility management are not made by GMA.

We note your concerns regarding electricity billing, the implementation of the prepaid electricity system, and the Acknowledgement of Debt. However, it is important to note that GMA does not calculate electricity consumption, administer prepaid electricity vending, or generate the utility charges issued by the metering service provider. 

Queries relating to metering, utility charges, electricity consumption, prepaid purchases, tariffs, and account reconciliations with the metering system must be directed to the metering service provider, who is responsible for these functions.
We further note that concerns regarding duplicate billing, account balances, or historical charges cannot be fairly addressed in a public forum. These matters require a review of the relevant account records and supporting documentation.

We do not accept the assertion that owners' concerns are ignored. Where queries are received, they are reviewed and responded to by the appropriate parties based on the information available. The transition to a new service provider was implemented in accordance with the decisions of the Body Corporate, and any concerns regarding the implementation process should be directed to the Trustees of the scheme.

Should you require clarification regarding your levy account or matters administered by GMA, we will gladly assist. Should your query relate to electricity metering, utility charges, prepaid electricity transactions, tariffs, or consumption records, we encourage you to contact the metering service provider directly, as they are responsible for the administration and billing of these services.

We also believe it is important to note that significant efforts were made to communicate the transition process to owners and residents. Representatives from the prepaid electricity service provider were on site for three days to assist residents, answer questions, and provide support during the implementation. In addition, no fewer than five newsletters and communications were distributed by the Trustees, GMA, and the prepaid electricity service provider explaining the change, providing instructions, and advising residents of the process and requirements. Considerable time and resources were invested to ensure that residents were informed and had access to assistance throughout the transition.
 
Should you wish to discuss your concerns further, you are welcome to contact me directly on *** to arrange a telephone call or meeting. I would be happy to discuss any concerns that fall within GMA's scope of responsibility and assist where possible.

Kind regards,
Gauteng Management Agents (GMA)