Delivery / Service Timeline

Effective Date: 15 July 2026 BFW Metering — Telephone: 082 773 7243 — E-mail: info@bfwmetering.co.za

1. Introduction

BFW Metering provides utilities management services for electricity-, water-, sanitation- and gas consumption. These utilities can either be managed by prepaid meter applications or conventional meter applications. Non-consumable utilities as refuse removal are managed as well. Our services primarily include prepaid metering management, support, account administration and the applicable meter supply-, installation- and maintenance services.

As many of our services are digital, local municipal authority based or dependant on third-party systems, delivery timelines may vary depending on the type of service, payment method, property type, meter type, utility provider and service arrangement.

2. Prepaid Utility Purchases

Where prepaid electricity-, water & sanitation- or gas tokens, vouchers, credits or top-ups are purchased through an approved BFW Metering payment channel, delivery is normally processed after successful payment confirmation.

Expected timeline:

  • Automated successful transactions: usually instant or within a few minutes
  • Transactions requiring manual verification: usually within 1 to 3 business days
  • Incorrect references or missing information: may take 1 to 3 business days or longer, depending on how quickly the customer provides the required information
  • Third-party downtime or municipal/vendor delays: may take longer and will depend on the relevant service provider

Customers should ensure that the correct reference number is used with all payments made, the reference number can be one of the following: an account number, a meter number, a complex name and unit number, a unique customer reference or a payment reference.

3. Payment Allocation Timeline

Payments are allocated once they have been successfully received, reflect in our bank account and can be uniquely identified.

Expected timeline:

  • Online/card/payment gateway payments: usually allocated once the payment provider confirms successful payment
  • EFT payments: may take 1 to 2 business days to reflect, depending on the bank involved
  • Bank deposits: may require manual verification and may be delayed if the reference is incorrect
  • Payments with incorrect or missing references: may require manual investigation and supporting proof of payment

BFW Metering is not responsible for delays caused by incorrect payment references, missing proof of payment, bank processing delays or payment gateway delays.

4. Meter Supply and Installation

Where BFW Metering supplies or installs meters, timelines depend on stock availability, property access, scheduling of available technicians, site conditions, weather conditions and the specific service agreement.

Expected timeline:

  • Quotation and assessment: timing depends on the information required, a site inspection and the complexity of the installation
  • Meter supply: subject to stock availability and supplier timelines
  • Installation booking: subject to technician availability, property access and customer/client approval
  • Completion: subject to site readiness, technician availability, material availability, wiring/plumbing/working conditions, access and successful testing

A confirmed installation date may be rescheduled due to access issues, unsafe working conditions, unavailable stock, technical complications, weather conditions, power outages or circumstances outside BFW Metering’s control.

5. Meter Maintenance and Support

Meter faults/errors, vending issues, token issues, communication problems and technical support requests are handled according to the nature and urgency of the issue.

Expected timeline:

  • General support queries: usually handled during business hours
  • Payment or token queries: investigated once proof of payment and account/meter details are received
  • Technical faults: subject to diagnosis, technician availability, site access and required parts and equipment
  • Third-party platform issues: subject to the response times of the relevant service provider

6. Possible Causes of Delay

Service delivery may be delayed by:

  • Incorrect communication channels
  • Incorrect customer details/contact details
  • Incorrect meter number or account number
  • Incorrect or missing payment reference
  • Bank processing delays
  • Payment gateway delays
  • Failed or pending payments
  • Municipal, Eskom or utility provider downtime
  • Vending platform downtime
  • Internet, network or communication failures
  • 3rd Party vending service provider downtime
  • Meter communication failures
  • Load shedding, power failures or infrastructure faults
  • Site access restrictions
  • Stock shortages
  • Compliance, fraud or security checks
  • Public holidays, weekends or after-hours requests
  • Circumstances outside BFW Metering’s reasonable control

7. Customer Responsibility

Customers are responsible for checking that all details are correct before making payment or requesting a service.

This includes checking:

  • Meter number
  • Account number
  • Unit number
  • Complex or property name
  • Payment amount
  • Payment reference
  • Contact details

Incorrect details may cause delays and may prevent a transaction from being reversed or corrected. Prepaid transactions can not be reversed once the credit token has been generated and sent to the user.

8. Business Hours

Unless otherwise agreed in writing, manual support, payment investigations, refund reviews, account queries and service requests are handled during normal business hours, Monday to Friday from 7h30 – 16h00.

Urgent issues may be prioritised where possible, but response times depend on the nature of the issue and the availability of the relevant systems, technicians or service providers.

9. Contact Details

For delivery, payment, token, meter or service queries, please contact:

BFW Metering
Website: https://www.bfwmetering.co.za/
E-mail: info@bfwmetering.co.za
Telephone: 082 773 7243