How to Pay your El Gouna Service and Electricity Bills

We all must pay our bills eventually.😏😒

All homeowners and shop owners receive, once a month, two bills, by email: Service charges which comprises Public Services, Maintenance, Soft Water, Irrigation Water, Security, Street lighting, Pest Control, Associated VAT and depending on the case, Landscaping and Swimming Pool maintenance. Electric charges which includes Electricity consumption, whether home or swimming pool (when shared). 

Gouna News sat down with Ashraf Zakhary, Manager Collections at the downtown office in front of BiTec.

In summary, we learnt that the office of four employees is in charge of collecting bills from the more than 8,000 homeowners in El Gouna today. During the first week of every month, electronic bills are automatically dispatched by email to all registered homeowners. The bills represent monies due, as of the last day of the previous month, irregardless of activity on the account in the following few days prior to issuance of the invoice.

Balances are sent out accompanying the invoices, showing a snapshot as of the last day of the previous month. Mr Zakhary reminds customers that sending money from abroad may show up days later on Orascom's daily transaction report from their bank. Only when it appears do they post the payment, which will update the balance. Foreign currency payments are posted into EGP to the customer account upon receipt at the exchange rate in force on that day. The El Gouna collection office receives written instructions on which rate to use. These are updated weekly or more, depending on the volatility of the exchange rates. Sometimes a bank may take a commission or charge and therefore a small discrepancy may show between money sent and money received.Orascom accepts payments in USD, Euro or EGP. Each has its own account number at the two banks they deal with : CIB and HSBC. Account numbers are found at the bottom of the bills.

Mr Zakhary is aware that some customers send money and follow up with an email to elgouna.collections@elgouna.com enquiring 'have you received my payment?'.  To this Mr Zakhary does not immediately reply. He will wait a few days, since that is the amount of time it takes for foreign currency transfers from foreign banks to hit the Orascom accounts.  It is advisable to email Collections to inform them of payment, detailing exact payment amount, property address, homeowner name. However, Mr Zachary insists all other emails are replied to as soon as they are received. Not an easy task with more than 8,000 customers! That maybe explains why their offices in downtown El Gouna are open seven days a week from 9:30 am to 4:30pm. Yet, may we add that service offered is always courteous, efficient yet relaxed.

Note that Electricity bills reflect a mid month to mid month cycle. Usually between 15-17 of the month and 15-17 the month prior. No need for inspectors to go round the 8000 to 9000 locations checking meters. An automated system is able to read all meters and upload data to a central repository for invoice generation. Water meters however must still be read visually on site. Every property has a room that contains these meters. They can only be opened by Orascom Maintenance, who are entrusted with reading these meters. 

Mr. Zakhary and I were able to also discuss what happens in the case of new developments (like Joubal). The procedure is for the new homeowner to sign an 'acceptance and receipt of property' certificate. This will trigger the new homeowner email ID to be sent to Collections for dispatch of invoices from following month. In the event no invoices are received, new homeowners are encouraged to drop by Customer Service to register their email ID (and to receive owner card). This information will be then forwarded to Collections. 

In conclusion, we list the methods in which an El Gouna Resident may pay their bills:

1- In person: Cash or Credit card at the Collection Office downtown, opposite BiTec. 

2- On Line by going to http://egouna.com/index.html. Passwords to these accounts were disseminated by email to homeowners last year. If a homeowner has lost username/password, it is best to phone Collections using number below or email. 

3- HSBC or CIB Bank. Pay at the teller to the Orascom account listed at the bottom of your invoice, or pay at the ATM using feature that allows cash payment to accounts other than yours.

4- Your Bank anywhere in the world. Transfer to HSBC OR CIB Orascom account listed at the bottom of your invoice. Wait a few days for transfer to reach intended account before checking with Collections if it has arrived. 

5- ElGouna App on your smartphone. This option will direct you to the online method (see 2 above). 

To speak to Collections Dial 0 from your home landline or 16650 from any handheld device or email elgouna.collections@elgouna.com

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