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FAQs

Our Frequently Asked Questions

What happens if I go away and I run out of electricity?

We suggest that if you are going away for a short period i.e. a month or less, that you make sure that you have recharged your meter with enough electricity to last this amount of time (bare in mind your average consumption for this period) For longer periods and possibly even in the case above you should make sure that everything that is not essential is turned off and unplugged, thus minimising any usage.

You will still need to ensure that you have sufficient electricity to keep your meter going for anything that you can’t turn off (e.g. alarm, gate, pool etc) We suggest that you have a friend or family member check your property once a week as this is the best way to ensure that your property will be safe from crime, water damage or any other disaster.

As a tenant can we insist that an owner puts in a prepaid meter?

We feel that these meters offer great advantages to both tenants and owners and that if you discuss this with your owner they will also see the advantages and will be willing to install a prepaid meter. The cost of installation is not that high the owner may be willing to pay the full cost.

Can a tenant refuse to have a prepaid meter?

If you have an existing tenant they may have reservations about the new meters. We feel that if you point out the benefits of how prepaid meters can work best for both parties they will be happy to have one installed.

What unit charge should be used when selling vouchers on to tenants?

The tenant should be billed the rate that you are paying to the council, which can vary according to the tariff structure you are on. It is therefore important to ensure that you know what rate you are paying the council. This way you will not be under or over billing.

Should I change my lease agreement if I put in pre-paid meters?

We suggest that you do and recommend that you put in the relevant clauses pertaining to the supply and consumption of electricity. (ask your lawyer or agent for advice). This is especially important if you are going to link the electricity purchases to the rental collection.

Are the prepaid meters easy to tamper with?

Any meter is easy to tamper if you know what you are doing. At netVendor we provide you exception reports that manages this process. It details any person that has not purchased within a prescribed number of days and it also monitors each purchase and compares this to the complex average, and if found below a prescribed percentage, the client will be flagged on a report. Tampering is thus picked up on the netVendor system very early.

Won’t my tenants be able to just by-pass me and get recharge vouchers from anyone that sells them?

No. netVendor meters can only be recharged by vouchers supplied by netvendor, so there is no way a tenant can by-pass you or our system.

Are the prepaid meters expensive compared to normal meters?

No. A normal sub-meter can often cost nearly as much as our prepaid meters depending on where you buy it and who you get to install it for you. If you are at the stage where you do not already have a separate electrical board and are still going to be installing one then getting an integrated earth leakage prepaid meter can actually cost you less than buying an earth leakage and meter separately.

Who can I speak to in netVendor about meter orders?

You can contact our help desk on 031 109 0001 and ask to speak to one of our qualified sales representatives or email sales@netvendor.co.za

Who are the meter manufacturers that netVendor use?

netVendor uses any meter manufacturer that carries the STS logo.

How do I change my cell phone details?

You can contact our help desk on 031 109 0001 and we can change the details on our system.

How do I change my banking details?

We request that a Change Request form be completed, as we do not take banking details over the phone. We do require supporting documents for FICA Purposes. Call us on 031 109 0001 to get this form or log onto our web page where you can download the form. (Located on Documents Download)

How do I buy on the internet?

You can use your username and password, provided by netVendor, log onto our website, select the login tab and follow the prompts. If you do not have a username and password, you can contact our call centre on 031 109 0001 for assistance.

How do I request my free electricity or water?

On your cell phone you request your free Electricity or Water by sending a message for example: PIN*free (1234*free). This only applies to tenants that qualify for a Free Basic Token.

How do I register with netVendor?

You can go to our website www.netvendor.co.za and print Customer Registration Form located under https://www.netvendor.co.za/downloads/. Complete the form and then email to info@netvendor.co.za. Once registered; If you have Banking Details on the form you will receive your 4 digit pin, via cell phone.

Who are netVendor Gauteng?

They are agents that operate from Johannesburg, please contact them from the contact page above.

Who are PSC?

They are agents that operate from Pretoria.

Who can I talk to about reports or system problems?

You can contact our help desk on 031 109 0001 for assistance.

Who can I talk to about administration?

You can contact our help desk on 031 109 0001 and ask to be transferred to the registration department.

Who can I talk to about your system?

You can contact our help desk on 031 109 0001 and ask to speak to one of our qualified sales representatives or email sales@netvendor.co.za

What is the netVendor fax number?

086 530 3081

What is the number I send a sms to for a token?

087 240 6000

What is the telephone number of netVendor?

031 109 0001

How can I get after hour support if I have a problem?

Contact us on our Facebook, available on our website or you can contact our help desk on 031 109 0001. Our Facebook support is available Monday to Sunday from 8am to 8pm

What are netVendor Call Centre hours?

Monday to Friday from 8am to 8pm
Saturday’s from 8am to 12 o’clock
Sundays and Public Holidays: Closed

What happens if I accidentally delete my token?

A lost token can be requested by sending the following SMS message to the netVendor server (087 240 6000) PIN*Last eg: 1234*last. The system will then send you the last token generated on your account.

What happens if I accidentally delete my pin?

The client can contact the netVendor help desk on 031 109 0001 for assistance, within or office hours on after hours contact us on our Facebook support.

Do we have to pay a deposit?

We only take deposits from certain complexes, not all, contact the help desk pn 031 109 0001 to find out if we require one from you.

What is the deposit and how much must I pay?

The deposit is to protect the Body Corporate. If there are insufficient funds in the end users account, we are able to honour the token and still send the 20 digit token and pay the Body Corporate at the end of the month. The amount that must be paid for the deposit is the maximum amount the customer would buy at one time for electricity so that if there is a RD payment, the whole amount will be recovered. If the transaction does RD then the client will be charged, R50 penalty charge and the account will be locked until such time as a deposit slip has been received by netVendor.

Can I buy my electricity at the shops?

Yes. You can purchase from Pick ‘n Pay, Shoprite Checkers and Selected garages.